50 to 70% of customer questions in call centers are standard questions. Our VoiceBot is able to both understand and answer more than 80% of these standard questions. The VoiceBot «understands» Swiss German, German, Italian, French and English. If, for once, he does not understand a question, the customer is connected with a person. Overall, the VoiceBot reduces a call center's workload by 15 to 40%.
Fields of application
Automatically analyze and answer customer questions
Protocol and analysis
Transcribe and analyze conversations to gain valuable insights
Take requests and forward them to the responsible person
Automatically recognize callers who are already authenticated
Improving customer satisfaction
Today, customers expect information at any time – and as quickly as possible. Having to wait and not having service after 5 p.m. are two of the main reasons why customers are dissatisfied with call centers. The solution to this problem is the VoiceBot. Customers will still have the opportunity to speak to a person at any time during opening hours if they wish to do so. The VoiceBot thus improves customer satisfaction, while personal interaction continues to be possible.
Products of our Zurich-based partner Spitch AG, the leading provider of Swiss German speech recognition, form the basis of the VoiceBot. Thus, we combine high product quality with AdNovum's long-standing experience in the time- and cost-efficient implementation of software solutions.
The Aargau Road Traffic Authority receives almost 400’000 phone calls every year. More than 50% of the questions customers ask every day are standard questions and are repeated multiple times every hour. The VoiceBot supports the call center by currently answering 20 questions that are asked often and account for approx. 25% of all calls. This happens outside of opening hours. As a result, the VoiceBot significantly improves the service for customers and noticeably relieves employees, especially during peak times.
Questions to the Road Traffic Authority?
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Demo understands Swiss and high German