ServiceBots - Voice & Text Self Services

CreaLog ServiceBots automate high call volumes and support customer care employees in their daily work

AI-supported dialogs on all channels

The omnichannel concept for a systemic customer experience has received a major boost in recent years through the use of intelligent algorithms. AI-supported dialog systems that use a common database for voice and text services mean that customers can now actually interact with companies seamlessly 24/7 on all communication channels.

It no longer matters to customers whether they start the dialog by phone with a VoiceBot, continue it via the website using a ChatBot, communicate via a smart speaker using voice input, or use messaging services such as WhatsApp, Facebook Messenger, or Viber: All of these contact channels provide the same information because they use the same database. Best of all, by avoiding information silos, these communication channels can be quickly and easily integrated into the customer service experience.

Flexible, cost-effective, global

CreaLog offers ServiceBots that can be deployed on-premise or from the cloud and require little or no investment in the company's own infrastructure. The different billing models are also quite flexible, ranging from tiered pricing based on time of use, processed service cases or number of customer requests, to contemporary managed services. The large number of available language packages enables the global use of the developed ServiceBots.

State-of-the-art conversational design 

When developing ServiceBots, CreaLog benefits from over 25 years of experience and expertise with intelligent, interactive voice response (IVR) systems for a wide range of industries. The planning and development of each ServiceBot always focuses on the following questions: What is the customer's intent and how can they get it quickly and in a focused manner? If it's a matter of standard inquiries such as opening hours or rates, predefined menu items can be a suitable solution. If complex and diverse topics are involved, free text or voice input will lead the customer most swiftly to the goal. Mixed forms in the question/answer structure of the ServiceBot are particularly convenient for customers: freely formulated inquiries in the first step, then targeted follow-up questions from the ServiceBot. This turns automated customer service into an enjoyable experience.

CreaLog Customer Self-Service for various customers touch points including voice, SMS, USSD, smartphone apps and the Web help operators minimize OPEX for providing the entire range of customer services needed in a prepaid or postpaid environment. For subscribers, the system is accessible anywhere at any time. This solution provides secure customer authentication and supports balance information, prepaid top-up, voucher insertion, service activation, SIM card lock/ unlock, and handset configuration. Pre-Qualification is performed by speech recognition or key selection.

The self-service platform delivers services on the IVR channel via SMS or USSD. It uses sophisticated natural language understanding (NLU) speech recognition to deliver convenient voice based services with full automation. The voice user interface (VUI) is available in more than 50 different languages for speech recognition and text-to-speech, offering unsurpassed flexibility and a superior customer experience. Open interfaces to CRM, CTI, and BSS & OSS help to enable real time services with high self-service success.

Voice User Interface and Conversational UI

A Voice User Interface is operated purely by voice. This is made possible by modern technologies based on artificial intelligence and machine learning. A Voice User Interface is able to achieve human speech on a very high quality level with a speech recognition accuracy of 95% and more.

Voice-First Devices

Devices and services like Amazon Alexa, Google Assistant, Microsoft Cortana, Apple Siri or Samsung Bixby help people in their everyday life, making many actions more comfortable and faster via voice control. Our specialists develop tailor-made solutions using speech recognition, speech recording and speech analytics that provide great benefits on devices like Amazon Alexa.
CreaLog leverages its 25 years of expertise with natural language understanding and Conversational UI design to develop a new hands-free and voice-controlled experience for companies and their customers alike. With the use of voice-first devices like Amazon Alexa, our IVR specialists help Communication Service Providers to offer their customers services in a modern, easy way.

Download our Voice User Interface Design Data Sheet for details.