The Callbot
The Zaion Callbot is a conversational agent capable of holding a voice conversation with the caller. It has an emotional intelligence, allowing it to analyze and understand the tone and state of mind of the caller. This means that it can adapt its speech.
The perk of this bot is that it can answer and process many calls simultaneously.
The Callbot can be broken down into 3 steps:
- As soon as the call is received, the Welcomebot greets, identifies, and understands the customer’s request, all of which is expressed in natural language
- If this request can be automated, the Processingbot takes care of the entire procedure. If not, the call is transferred to the appropriate advisor
- In the event that the advisors are unavailable, the Overflowbot intervenes to manage the calls, which will be transcribed into a structured email to the advisor for asynchronous processing
The implementation of a Callbot is ideal for managing large call flows and reducing the waiting time of customers on the phone. This eases the burden on call center hotlines and ensures that the after-sales service team is available and responsive.
How can conversational agents be used to support customer relations?
Conversational agents equipped with artificial intelligence are real assets to guide a visitor or a consumer in their search for information, products, or during the buying process.
Conversational agents can facilitate access to information and improve the availability of services
Whether you are a public service or an e-commerce site, consumers will ask you for information about your products, services, or their file. The volume of requests can be extremely large and can even peak during periods of high activity or crisis situations. By using conversational agents, you are able to process all requests simultaneously and provide a quick and relevant response.
At the beginning of the Covid-19 crisis, Zaion deployed an Overflowbot and a Processingbot for the French Ministry of Health and Solidarity in 48 hours. This made it possible to provide answers easily and quickly to the questions that millions of citizens were asking for in this uncertain health crisis period. The Coronavirus information platform is still available to answer calls from citizens under any circumstances, even during the peak periods after government speeches.
They detect buying intentions and encourage conversion
As an example, Zaion has collaborated with Butagaz by deploying the first voice-based virtual shopping assistant. Named Lisa, it is able to respond to customers’ needs 24/7. This is a very efficient and unique way to ask for a new gas tank or to order a new one through speech. This revolutionary conversational agent helps increase and sustain conversions.
They help to establish an extensive customer relationship follow-up
Call centers and after-sales service teams have a large number of requests to manage, which sometimes hinders them from carrying out a thorough and personalized follow-up. This can have an impact on customer satisfaction and consequently on consumer loyalty. By setting up conversational agents, they can take over after the processing of a request in after-sales service, get in touch with the customer to review their request, propose additional services or products, as well as get their opinion on the process.
They are able to make personalized recommendations
What could be better for a customer than to have personalized recommendations based on their previous purchases? With the help of conversational agents, you can deliver a much more advanced and personalized shopping experience through the data collected and the history of the conversations, thus encouraging more conversions. Artificial intelligence is able to learn as it goes along and provide more relevant advice to the user.
Implementing a conversational agent such as a Chatbot on your website is an excellent way to detect buying intentions. This solution allows you to guide the visitor in their search and encourage conversion.
Conversational agents are a winning combination of being responsive, communicative, and relevant. They have everything you need to establish a high-quality customer relationship.
