Admin BOTNOI GROUP
Jun 18, 2024
"....Hello, for Thai Please press 1, for English please press 2...."
Many of us are familiar with this prompt when contacting customer service centers. It often takes minutes before you can have a meaningful conversation with a real agent. Today, Botnoi group presents a new product, "Voicebot," along with reasons why choosing an AI Call Center is the future of customer service, eliminating long customer wait times.
What is a Voicebot?
A Voice Bot, or AI Call Center, is a program that uses Artificial Intelligence (AI) technology to enhance user interactions with customer service centers, allowing for a variety of natural interactions such as handling inquiries, giving instructions, notifications, and following voice commands, just like a call center agent.
How it Works
Voicebot technology is a combination of several technologies, primarily including Speech-to-text, AI Chatbot, and Text-to-speech. The operation process of Botnoi’s Voice Bot can be briefly described as follows:
Step 1: Receive voice input from the user.
Step 2: Convert voice to text using Speech-to-Text technology.
Step 3: Process the response and deliver the correct answers through an AI Chatbot system using NLP or ML.
Step 4: Convert text back into voice using Text-to-Speech to respond back.
How Does a Voice Bot Differ from a Chatbot?
Although they use similar technologies, Voice Bot and Chatbots operate on different channels. Voice bot communicate via phone calls, while Chatbots send messages through apps or websites.
How Does a Voice Bot Differ from IVR?
Interactive Voice Response (IVR) is an automated telephone system that interacts through voice responses from a keypad. Customers hear voice prompts offering menu options to choose from, which are pre-set by the automated system before being transferred to an agent handling the specific query. In contrast, Voice bot can greet and interact with customers immediately, significantly reducing customer wait times.
Voice Bot for Contact Centers
The main reason for developing this technology is to enhance the efficiency of call center agents and improve Customer Experience (CX). In some cases, it can completely handle customer conversations autonomously, and it also allows companies to offer 24/7 services without breaks.
Voice Bot for Insurance
Voice Bot can manage claims processing, policy information inquiries, and provide immediate and continuous support to policyholders. If an insurance business requires fraud detection services, they can also explore Data Science services here.
Voice Bot for Tourism
Voice bot can facilitate service in the tourism industry, such as booking accommodations, flights, or tours during peak seasons effectively. The system can handle bookings and modify customer data during a real-time conversation with a Voice Bot.
Voice Bot for Financial
Whether it's automated financial advice, this technology can provide basic financial guidance on topics such as savings, investments, and budgeting, making financial planning more accessible to the general public and streamlining customer service processes.
Voice Bot for Medical
Patients or clinic users can manage appointments, and clinics can also send reminders for upcoming appointments. If there are any queries, they can call for preliminary guidance on preparing for appointments to follow-up care after treatment.
Voice Bot for Real Estate
Interested parties can contact to schedule property viewings, request property details, and Voice bot can also provide preliminary financial advice. The system supports 24/7 service to ensure no sales opportunities or important customers are missed.
How Many Languages Can Voice Bot Support?
Voice bot can support multiple languages, including Thai and English, because the basic structure of the processing system is an AI Chatbot that responds based on training and can also learn independently through technologies like NLP or ML.
Will this voice conversational AI Replace Call Center Agents?
AI technology in the Contact Center is meant to reduce the workload and enhance the efficiency of agents, not to replace them. Although this technology can create natural conversation experiences, the role of agents is still crucial for understanding and critically interacting with customers. This technology thus enhances the customer experience, allowing your business to operate more efficiently with less time and reduced operational costs.
Interested in Voice Bot Services for Business?
Many large organizations have already implemented Voicebots in their Call Centers, and you might not even realize you're speaking to a Voicebot.
If you're interested in AI Voicebot services for Contact Centers, you can contact us here or follow us on Facebook: Botnoi group for more information about our Voicebot products and services, available in both Thai and English.
กลับ
