ServiceBots: AI-Powered Dialogues Across All Channels
It no longer matters to the customer whether they start the dialogue by phone with a VoiceBot, continue it via ChatBot on the website, communicate by voice through a smart speaker, or use a messaging service such as WhatsApp, Facebook Messenger, or Viber: all these contact channels provide the same information, because they draw on the same data basis. The best part: by avoiding information silos, these communication channels can be integrated into customer service quickly and without friction.
Flexible, cost-effective, global
CreaLog offers ServiceBots that can be deployed on-premise or from the cloud, requiring little to no investment in a company's own infrastructure. The billing models are highly flexible, ranging from tiered pricing based on usage time, processed service cases, or customer inquiries, to modern managed services. The large number of available language packs allows ServiceBots to be deployed worldwide.
State-of-the-Art Conversational Design
When it comes to developing ServiceBots, it pays off that CreaLog can draw on more than 25 years of experience and expertise with intelligent, interactive voice response systems (IVR) across a wide range of industries. In planning and developing every ServiceBot, two questions always take center stage: what does the customer want, and how do they get it quickly and directly? For standard requests such as opening hours or tariffs, predefined menu options can be the right solution. For complex and wide-ranging topics, free text or voice input gets the customer to their goal fastest. A mixed question-and-answer structure is especially convenient for customers: freely formulated requests in the first step, followed by targeted follow-up questions from the ServiceBot. That's what turns automated customer service into an experience.
Analyze First, Then Implement
What matters for the successful deployment of a ServiceBot is, in every case, a precise analysis carried out before the project begins, one that answers questions such as:
Which terms, topics, and phrasing do customers use across the company's various communication channels?
How do dialogues with existing customers differ from those with new customers?
Do customers primarily use synchronous communication channels such as the phone, or asynchronous channels such as website chat?
What percentage of communication is asynchronous, such as email, social media, and mobile messaging?
Can it be ensured that customer service staff can pick up the human-machine communication without a break, so as to guarantee consistent service?
If you take these aspects into account in your planning, you achieve true multimodality - and your customers will accept ServiceBots!
Contact us for in-depth advice on ServiceBots.
