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How do PIM systems help in day-to-day e-commerce?
PIM systems help to centrally organise and maintain product information. Explore the advantages of PIM here!
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by Daniela Köhler
Publications officer
High expectations and a skilled worker shortage are two factors putting customer service under major pressure. New technologies such as Conversational AI promise to ease this burden. Voicebots now have the ability to conduct customer conversations just as effectively as their human counterparts.
No waiting allowed: Why 24/7 availability is essential
‘Please wait, an employee will be with you shortly. All lines are currently busy. The next free slot is reserved for you.’ Customers are never happy to hear this message. Four minutes later at the most, they have really had enough, as the latest Customer Service Barometer confirms. According to the survey, the phone is still the most commonly used contact medium, yet more than one in three callers (37%) lose patience after just one minute.
As the survey reveals, it’s no wonder that long waiting times top the list of complaints when contacting customer service. What’s more, most customers no longer observe traditional business hours when calling customer service. Calling between 9 a.m. and 6 p.m. is a thing of the past; today, customers expect 24/7 availability.
With this in mind, it’s high time to consider a useful addition to the customer service department. The novomind iAGENT Voicebot is the perfect new team member: it can answer routine questions quickly, accurately and empathetically – around the clock. Conversational AI uses technology such as natural language processing (NLP), machine learning and speech recognition to understand, process and interpret conversations. Yet our intelligent voicebot can do much more: thanks to powerful sentiment analysis, it even reads between the lines, reliably recognising different moods and responding accordingly.
With the help of the novomind iAGENT Voicebot, customers can resolve many concerns by themselves – such as updating their address or cancelling a booking – at any time. Our smart voice assistant can even ask for customer numbers and other data, and classify calls even before an agent comes on the line. All of this creates the basis for fast processing, short waiting times – even for customers with complex issues – and a first-class service experience at any time of the day or night.
Automatically successful with intelligent voicebots
The novomind iAGENT Voicebot directly improves your customer service performance, enabling you to handle 90 per cent of all standard processes automatically and save 45 seconds on every call. Our smart voice assistant not only reduces average handling times, but also helps to cushion peaks at peak times. As a result, you can expect to benefit from major cost savings of up to EUR 125,000 in the first year following roll-out.
With novomind iAGENT Voicebot, your customers will always get through to a well-informed contact person – no matter when they call. This is because the bot accesses a central knowledge database, paving the way for a fully satisfactory service experience. Our intelligent voice assistant performs routine tasks independently and reliably, leaving agents free to focus on more complex tasks and reducing their stress levels in the process.
novomind iAGENT Voicebot is part of the omnichannel contact centre solution novomind iAGENT. The Voicebot therefore has access to full customer history, including all master data and order details, and can seamlessly transfer conversations to live agents with no loss of information.
novomind iAGENT Voicebot meets the expectations of many customers who want to find answers to questions and resolve issues themselves – for example, by checking their account balance or submitting a damage report. Thanks to our smart voice assistant, this is possible at any time, even in the absence of customer service staff.
novomind iAGENT Voicebot is based on pioneering technologies. AI-based speech recognition and processing (speech-to-text, or STT, and natural language understanding, or NLU) ensure your callers’ concerns are understood. Using an AI-based set of rules and an underlying knowledge database, novomind iAGENT Voicebot analyses customer queries over the phone, selects the most suitable answer and independently transmits this to the caller via text-to-speech (TTS). If the customer wishes to speak directly to an agent, novomind iAGENT’s intelligent, skill-based routing takes over and forwards the call to the relevant service employee with no loss of information.
If you are interested in learning more about the functionality and advantages of conversational AI and the novomind iAGENT Voicebot, see our fact sheet ‘Automatic success with intelligent voicebots’. The two-page fact sheet summarises all the essential points for a clear overview of the topic. Download it now.
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