The voicebot supporting Customer Service
The AI-powered voicebot as a new customer service tool: an innovative project we developed to meet the needs of increasingly customer-focused companies.
For a specialist in advanced automotive electronics working with leading vehicle manufacturers classified as premium in telematics, we developed an innovative customer service voicebot project.
This type of virtual assistant uses AI-based natural language processing to understand, analyse and interpret customers' requests and respond with synthesised speech that sounds genuinely human.
In our project, the voicebot plays a crucial role in handling incoming calls. It aims to reduce customer waiting times, improve their experience and optimise telephone operators' work by reducing mechanical, lower-value activities, leaving them to manage customer relationships more professionally and personally.
In the contact centre service, the voicebot recognises the vehicle registration number, checks its associated data and routes the call to the appropriate service provider. The technology converts information received in natural language into written text (Speech to Text), processes and understands it, compares it with the existing database and returns a response using synthesised speech (Text to Speech).
The voicebot can be configured to assist users with any request. In this case, it demonstrated the ability to recognise an alphanumeric code that can be spoken in many different ways, correctly recognising it in 95% of cases (*).
It automates the communication channel users still prefer — the telephone — making it more effective because it:
can potentially handle a wide range of requests independently, including querying several databases, just as an operator would
eliminates waiting times by handling a large number of calls simultaneously
supports extended telephone service hours when accompanied by processes ensuring a human operator handles follow-up for specific cases the voicebot cannot resolve
Having managed customer contacts for 40 years, our company believes this AI-based technology is mature enough to take customer care services to a new level and enable operators to handle more complex, sensitive aspects of customer relationships.
The voicebot project implemented by our company represents the evolution of the customer service and customer care activities in which we are investing resources and energy. We are developing new projects for companies and their customers to meet increasingly strong demand for support at any time, including around the clock, without losing the value of telephone contact, which remains highly appreciated.
(*) The stated percentage excludes all cases where external factors, such as background noise, may affect the voicebot's understanding.
