CHATBOTS

WHAT PROBLEMS DO CHATBOTS ADDRESS?

QUALITY OF CUSTOMER SERVICE

1. “Zero waiting time”: the operator is always available to the customer.
2. Diligent consultation 24/7: no request is lost.
3. The customer chooses a convenient method of communication: voice call or messenger. Chatbot conversation history is saved.

CALL CENTER COSTS

1. Assistant handles most of the same-type customer requests equally well.
2. Assistant gains new knowledge without programming.
3. Costs of onboarding and training of new employees are reduced.

INCREASED EFFICIENCY OF THE CALL CENTER

1. Assistant releases staff from handling the same-type calls.
2. Employees can focus on responding to unstandard requests.
3. Queue waiting time is reduced, customer requests are resolved faster, statistics are generated.

MULTILINGUAL CALL CENTER

1. Quick processing of customer requests in different languages.
2. Increase in the number of users among visitors to the country.
3. Improving the global image of the organization.

HOW IT WORKS?

CUSTOMER ACTION SCENARIOS

Users send voice and text messages to instant messengers or call the call center by phone.

CUSTOMER CALLS THE CALL CENTER BY PHONE

The assistant converts the customer’s request into text. Using artificial intelligence (AI), it processes textual information and searches for relevant data in corporate databases. When the answer is generated, the assistant uses synthesized voice to deliver the answer to the customer. If the chatbot does not have enough information, it asks additional questions.

CUSTOMER SENDS TEXT MESSAGE TO INSTANT MESSENGER

The assistant receives a text message from the customer. Using AI, it processes textual information and searches for relevant data in databases. When the response is generated, the assistant sends a message to the customer via messenger. If the chatbot does not have enough information, it sends additional questions.

CUSTOMER SENDS VOICE MESSAGE TO INSTANT MESSENGER

The assistant converts the customer’s voice message into text. Using artificial intelligence (AI), it processes textual information and searches for relevant data in corporate databases. When the answer is generated, the assistant uses synthesized voice to deliver the answer to the customer. If the chatbot does not have enough information, it asks additional questions.

VOICE ASSISTANTS AND CHATBOTS MAY BE USED BY COMPANIES WITH A LARGE NUMBER OF CUSTOMERS.

Banks, insurance companies, telecommunications companies, telecom operators, travel companies, trading companies with online and offline operations, freight forwarders.

IBM Watson Assistant

1. Text Processing. A tool for processing interactive dialogs and their subsequent integration into the user interaction system.
2. Voice Processing. Speech recognition and synthesis service that supports multiple languages. During synthesis, more than a million phonemes are used, and intonation is adjusted by the neural network – the result does not shock the ear.
3. Additional Modules. Extracting and saving entities in context, simultaneous analysis of several intentions, and interaction with services.