You create journeys for matters that do not necessarily have to be handled by agents based on data from interactions. For example, the bot requests certain information via speech-to-text and text-to-speech technology or takes care of certain questions independently. With sentiment analysis – analyzing spoken text, tone and silences – you teach the chatbot when it is time to transfer to an agent.
Manage wait time and prevent peaks
Voice and chatbots serve multiple customers at the same time, reducing waiting time. You can easily set a maximum wait time and automatically offer your customers the option to be called back later or refer them to a web page with relevant information via SMS, for example.
Reduce costs and increase customer satisfaction
These techniques save agents time and make their work more varied. Bots independently handle the simple and repetitive tasks and request the necessary information for the agents. Customers are assisted faster because bots handle various questions independently in a personal way. This reduces costs and increases customer satisfaction.