First of all, we asked the customer to formulate the main topics of questions from clients to the call center and the wording of questions within these topics. Thus, he divided the questions by banking products (with an additional category - questions about the work of offices), then by topics (for example, debit cards - card registration, blocking, money transfers, currency transfers and other topics), and then - by specific questions. For each of these questions, the customer's representatives formed a detailed and precise answer that did not require clarification from the operator.
Much of this work had already been done when preparing scripts for call center operators, but the list of questions needed to be updated to make the work as effective as possible.
This must be done so that the Voice Robot and Chatbot twitter database understand customers' questions and can answer them.
Connecting the Voice Robot
We developed and configured a Voice Robot for the customer , integrated it with the CRM and loaded a database of questions.
The voice robot intercepts all incoming calls to the company. It greets the client using the data about him from the CRM, asks how he can help him and focuses on the question asked.
If the client's words contain key words from questions he knows (for example, "when will my debit card be delivered"), he can answer them himself, without involving a specialist. However, at any time, if the client wishes, he can switch to a live operator.
Most customer questions are templates. Call center employees are not needed to answer them, and the robot can handle them on its own. This frees them from routine calls and allows them to focus on conversations with difficult customers.
- Board index
- All times are UTC
- Delete cookies
- Contact us