This is how VoiceBot works today!
Not from Ratiopharm, but ...
... smart companies have long since discovered a solution that cuts costs while boosting customer satisfaction at the same time: the CreaLog VoiceBot, also known as a voice bot, a next-generation speech dialogue system.
Anna calls customer service and gets a surprise.
She'd actually expected the usual routine: "For questions about your contract, please press 3." But what she experiences instead comes as a surprise. The CreaLog VoiceBot on the other end simply asks: "What can I do for you?" She answers hesitantly: "I have a question about my contract term." The VoiceBot recognizes her request right away: "Your contract runs until the end of the month and will automatically renew for another month. I'll gladly connect you with an agent who already has all your details and can advise you on the various options." And indeed, the customer service agent already has all the data on screen and can handle the request together with the customer right away.
The new science-fiction series on Netflix?
No, the scenario described here is neither science fiction nor magic. Let's take a look at how a VoiceBot like this actually works: even though the term "bot" derives from robot, it's really just an intelligent computer program that automatically answers frequently recurring questions. In our case, these are questions a person asks the voice robot over the phone using natural language. This typically leads to a dialogue between human and machine. In the best case, the caller receives the desired information at any time of day or night, or can trigger further processing – for example, making a transfer or placing an order – without needing help from a human agent. To do this, though, the voice robot has to be able to interpret and understand human speech as accurately as possible, with all its quirks, dialects, and other imprecisions. And that's not nearly as trivial as it might sound.
Self-service 'state-of-the-art'
Thanks to innovative, self-learning computer programs – often referred to as artificial intelligence (AI) – voice robots are better at speech recognition today than ever before. The state-of-the-art recognition software, combined with algorithms (AI) developed by CreaLog, recognizes not just individual words but entire sentences. You're even encouraged to interrupt the VoiceBot: with this barge-in feature (also known as talk-in, talk-over, or cut-through), the caller's utterances are recognized while the prompt is still playing. This speeds up the dialogue and makes navigation faster and more flexible. The added bonus: a CreaLog VoiceBot is available 24/7, never takes a break, and never has a bad mood or simply a bad day – no matter what mood the caller is in.
Lukas can't quite believe everything a VoiceBot can do.
Providing and sending important information such as delivery status, product information, invoices, and more.
Account balance information (whether banking, brokerage, or loyalty program)
Creating and sending personalized documents
Scheduling appointments with doctors, the motor vehicle registration office, and many others
Capturing leads (name, email, phone)
Booking tickets and taking orders
Author: Anne Schilling - CreaLog
Also read "How to Turn Your VoiceBot into a Customer Service Superhero!"
