Automation of Phone Conversations 

Many areas of customer service can be automated, and the development of technology provides additional possibilities in this regard. Entrepreneurs seek ways to make their companies more efficient and better meet customer needs. The answer to this is the automation of phone conversations using a dedicated Voicebot. Learn how it works and what benefits it can bring to your company. 

What is Phone Call Automation? 

Many processes in a company can be automated, including telephone communication managed by the contact center department. This automation involves a Voicebot handling a significant portion of the calls. Current technological solutions can automatically handle a large part of repetitive customer inquiries. The Voicebot operates according to a pre-prepared script. AI-based tools can effectively address issues such as handling complaint submissions, responding to FAQs, and qualifying customers for further conversation with a consultant. Properly prepared and utilized software can streamline the call center department’s work. 

Automation is not just about interacting with customers through the Voicebot platform. It also involves automatically connecting consultants with customers using the call center service, reducing consultants’ idle time. They do not manually search for phone contacts but instead handle incoming calls. EasyCall implements a dedicated call center system in this area. 

Automating Customer Service with Voicebot 

The key tool in automating phone conversations is the Voicebot. This virtual consultant conducts voice conversations with customers in real-time. Such a conversation bot can successfully take over repetitive and routine conversations with consumers, including handling repetitive inquiries, processing complaint submissions, pre-qualifying sales leads, etc. This way, consultants focus only on the most challenging cases where the Voicebot AI cannot fully guide the customer. This type of automation benefits both the company and the customer. Learn more about what Voicebot AI is and how it works. 

Benefits for the Customer 

What are the key benefits of service automation for the customer? First of all, it shortens the response time and provides support 24/7. Better service leads to more satisfied customers, increasing the likelihood that they will use your services again or share positive feedback, facilitating your business success. This is crucial. Today, many entities offer similar services or products and must seek competitive advantages. One of these can be higher quality customer service, achieved by automating selected processes. 

Benefits for the Company 

Of course, automating customer calls also brings tangible benefits to the company. Primarily, it allows serving more consumers simultaneously, significantly improving the customer service department’s efficiency. This reduces the number of so-called lost calls when customers call after office hours or hang up because they have to wait too long for a consultant. From experience, we know that many issues concern the same topics and can be effectively handled by a Voicebot as part of optimizing the company’s operations. 

Moreover, process automation translates into increased business profitability. It allows for better human resource management, directing them to key business areas. Where possible, the Voicebot will handle customer service, ensuring personalized communication, maintaining consistent high standards, and fully focusing on the consumer’s needs. Additionally, integrating AI tools with other systems (e.g., CRM) allows the Voicebot to use previously collected customer data and record new information. This is crucial for planning sales and marketing strategies. 

It’s also significant that intelligent AI tools can communicate with customers 24/7, successfully handling requests even after the office closes. More complex issues are recorded and passed to consultants on the next working day to ensure nothing is missed. This is important for building a brand image focused on customer needs and responsiveness. These are just a few selected benefits of automating phone conversations in the 21st century. 

Automatic Customer Redirecting with IVR 

As part of automating and improving the customer service department’s work, IVR (Interactive Voice Response) menus are also implemented. This involves preparing dedicated voice messages that guide the consumer through the menu options during the call. It includes the ability to redirect calls to the appropriate department, ensuring customers receive answers to their questions more quickly and are better served. This positively impacts service quality and customer satisfaction. The IVR tool is also used to queue calls, informing callers of their position in the queue and when they will be served. Additionally, it allows for customer prioritization, which is important in sectors where customers are categorized as premium or standard. IVR, as part of the virtual telephone exchange, helps you serve the most important customers first. 

Automating Phone Conversations with EasyCall 

At EasyCall, we have been supporting entrepreneurs in implementing modern technologies for years. We specialize in automating phone conversations. We will thoroughly understand your needs and market specifics. Based on this, we will propose a tailored implementation. We ensure that the solutions we offer meet the highest market standards and contribute to improving the business efficiency of our partners. Want to know more? Contact our specialist!