How Can a Voicebot Work for a Call Center? 

A voice assistant, or voicebot, is a platform that enables conversations designed to replace a user’s contact with a call center consultant. The dialogue is characterized by a high degree of realism and quality. This allows for immediate support in dealing with routine problems that people commonly encounter when seeking help from a customer service center. How can the capabilities of artificial intelligence be utilized in the context of call center service? 

How Can a Voicebot Help Us? 

Given that a vast number of businesses are moving online, there is an increasing need for customer service contact within a company. Unfortunately, hiring more people to handle inquiries more efficiently incurs substantial costs. These expenses are associated not only with hiring but also with training and onboarding. Additionally, there are costs related to employee maintenance, monthly salaries, taxes and contributions. This poses a significant burden on employers due to high fixed costs. Consequently, the number of customer service representatives does not always meet the actual demand, leading to long wait times for calls. Moreover, this results in decreased customer satisfaction and a poorer company image. 

The solution to such problems is a voicebot, which can significantly automate customer communication. Moreover, in most cases, it does not require a consultant’s involvement, as a large portion of customer inquiries is repetitive. A voicebot, as artificial intelligence, is software based on a voice interface used to communicate with users. The voice assistant can both receive and make calls, taking on the handling of the most common inquiries. This provides significant support for call center employees, who no longer need to solve routine problems. As a result, they have more time for more complex issues that require a creative approach and flexibility. 

Voicebot for Call Centers – How Can a Voice Assistant’s Capabilities Be Utilized? 

It’s important to note that the goal of introducing artificial intelligence to a customer service center is not to replace humans but to support them. The knowledge and skills of consultants are invaluable. It is worth emphasizing that, as of now, there is no way for voicebots to match them in this regard. A voice assistant can be used in areas that do not generate significant value for the company, such as product inquiries that do not impact conversion rates. 

• Artificial intelligence is an excellent solution in cases of staff shortages. Employment in call centers is usually mass hiring. Given the current job market, finding suitable candidates is not easy.
• A significant advantage of voicebots is their ability to conduct even hundreds of conversations simultaneously, which can significantly fill staffing gaps. Importantly, if the issue is more complex, the voicebot will transfer the caller to a consultant in the appropriate department.
• Common applications of these solutions include processing orders in online stores, checking the status of inquiries, scheduling appointments and even debt collection. A voice assistant can verify the caller’s identity and then provide detailed information, such as the payment status, product availability or return procedure. The self-learning mechanism ensures that each subsequent conversation is better than the previous one and the conversation script can adapt to the customer’s needs and expectations.

Additional Applications of Voicebots 

Artificial intelligence handles dates and numbers exceptionally well, so bots are used for scheduling appointments in various facilities. These include clinics, institutions, banks, insurance companies, beauty salons, hairdressers and many other service providers. Many people appreciate this method of booking due to the speed and stress-free nature of the process. 

Another application of voicebots is providing information on the status of a case. Similar to a consultant working in a call center, a voice assistant will verify the caller and provide detailed information about the inquiry. Customers often want to know the payment deadline, available shipping methods, account balance, reservation status or complaint status. The ability to program the bot to receive inquiries 24/7 means that customers can report important issues regardless of the time of day. This is crucial for situations such as reporting a lost credit card or filing an insurance claim. 

As we can see, a voicebot is a tool capable of revolutionizing the call center market while providing a completely new quality of service in various business areas. It is also one of the best ways to reduce costs associated with running a business and maintaining a helpline. An additional advantage is the improvement in customer service quality. This is due to the ability to resolve issues more quickly and reduce wait times for a consultant.