novomind iAGENT Voicebot is our intelligent voice assistant. It cuts waiting times and handles standard enquiries by itself, ensuring customers have a positive experience at all times.
Whether a customer wishes to cancel a booking, check the shipping status of an order, or submit a meter reading over the phone, they can do so in an instant with an intelligent phone bot on the other end of the line – around the clock. The smart voice assistant can also ask for and check customer numbers and other data, and classify calls before passing them onto an agent. This helps to ensure calls are processed quickly.
Thanks to artificial intelligence (AI), the novomind iAGENT Voicebot is able to respond to routine questions quickly, accurately, and with empathy.
How to save costs with our fully automated telephone self-service via voicebot
novomind iAGENT Voicebot
Customers expect companies to be accessible day and night – and with novomind iAGENT Voicebot, you can meet this requirement. Thanks to its speech-to-text (STT) and natural language processing (NLP) capabilities, the intelligent voice assistant understands the concerns of your callers.
The bot analyses customer enquiries over the phone and selects the best possible responses. It automatically incorporates information from third-party systems (such as CRM or ERP), backing up responses with customer-specific data such as contract statuses and credit balances.
Information is then channelled back to callers via text-to-speech (TTS). If the customer wishes to speak directly to an agent, novomind iAGENT uses intelligent routing to forward the call to an appropriate member of staff – with no loss of information.
Seamlessly integrated
A customer asks the same question once on the phone and once in the chat, but receives completely different answers. A good customer experience looks different. To prevent this from happening, all channels in novomind iAGENT are fed by the same knowledge base.
This applies to both text-based and voice-based self-service channels such as the voicebot. This ensures that customer service provides consistent answers at all times.
novomind iAGENT Voicebot optimises average handling times as well as the first contact resolution rate. On average, 45 seconds per call is saved just on the authentication of callers. This in turn reduces costs for the contact centre.
Rising demand for advice and continuing shortages of skilled workers are presenting customer service divisions with huge challenges. The answer lies in smart tools like AI-based voice recognition and processing, which enhance the level of automation and ease the pressure on agents.
Our voicebot takes on repetitive, standardised processes. It handles everyday tasks automatically and dependably – so employees can devote more of their time to more complex matters. That means less stress and greater job satisfaction.
Customer service calls for high standards. For quite some time now, being available at all hours of the day and night – ideally over the phone – has been an obligation, not a choice. novomind iAGENT Voicebot provides the foundations for this. Our intelligent voice assistant promises phone accessibility at all times.
novomind iAGENT Voicebot is part of the omnichannel contact centre software package novomind iAGENT. Not only does the voicebot have access to an entire customer history, it seamlessly forwards conversations – including all fresh information – to live agents.
When the volume of calls is high, an agent is not always immediately available. In this instance, the voicebot offers appropriate services to keep customers happy: they can easily leave a voice note, continue the communication via WhatsApp, or request a call back.
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We look forward to your WhatsApp message!
We look forward to your call!
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