Despite the recent emergence of many new channels for handling customer requests, studies show that the telephone is still popular with customers. The customer experience in call centers is therefore a major challenge for companies. To respond effectively to different requests, part of this channel can be automated by introducing conversational robots or “callbots”. The cold, robotic voices of traditional messaging are now being replaced by a new kind of agent: robots with emotional intelligence capable of detecting, understanding, and adapting to the emotions of the caller in real time.
At Zaion, our callbots are equipped with dual intelligence:
• Rational intelligence enables them to assess the request and process it in a short time
• Emotional intelligence can adapt and personalize their speech according to customer’s emotional state