Reinforcement for the team: Bots relieve the Contact Center

Pro­fes­sional Arti­cle

Recently a new employee has been work­ing in the con­tact cen­ter.
His duties are var­ied, and he has become a great relief for his col­leagues. Thanks to its impres­sive abil­i­ties, the con­tact cen­ter has been able to opti­mize its processes and now han­dles the cus­tomer con­tacts more effi­ciently through a mean­ing­ful dis­tri­b­u­tion of tasks. Such a col­league has been wanted for a long time.

The new employee wel­comes all customer-​friendly on the phone, by e-​mail or in chat and deter­mines your needs. No week­day and no time of the day can tar­nish his good mood. He quickly finds the right con­tact for every caller. Because he knows every cus­tomer and every employee very well, this is par­tic­u­larly easy for him. Wide medi­a­tion between col­leagues have been very rare since then.

  • Bots receive the cus­tomer and deter­mine his or her con­cern.
  • Bots com­mu­ni­cate on all chan­nels, for exam­ple via phone, email and chat. The rout­ing engine merges the infor­ma­tion on all chan­nels.
  • Bots are linked to the rout­ing engine in order to com­mu­ni­cate with the appro­pri­ate employee. For this rea­son, the dia­logue will be analysed, eval­u­ated, planned and con­trolled via dynamic work­flow run­time.

Elo­quent with text mind

Both the wait­ing time of the callers and the aver­age call times of the employ­ees has been short­ened since the new employee has been on board. Before the call was trans­ferred to an employee, who had already asked for and saved the impor­tant basic infor­ma­tion of the cus­tomer. They do not have to be deter­mined again by the employee. The cus­tomer is also very thank­ful that he does not have to repeat his request. The new employee car­ries out the dif­fi­cult iden­ti­fi­ca­tion and legit­i­ma­tion inde­pen­dently and with­out exter­nal help. The col­lected data is com­pared directly with the cus­tomer.

  • Auto­matic speech recog­ni­tion (ASR) and nat­ural Lan­guage Under­stand­ing (NLU) are used to reg­u­late the con­tents of the spo­ken lan­guage, to under­stand it and to inter­pret the cus­tomer input.
  • Speech syn­the­sis con­verts texts with text-​to-​speech (TTS) into spo­ken lan­guage and can be linked to record­ings from the record­ing stu­dio.
  • Busi­ness processes can be sup­ported by Bots and even fully auto­mated, for exam­ple the iden­ti­fi­ca­tion or legit­i­macy of the inter­locu­tor or the send­ing of doc­u­ments and con­fir­ma­tions. For this pur­pose, an intel­li­gent dia­logue man­age­ment con­trols the log­i­cal flow of the cus­tomer call and coor­di­nates the FACH­PRO process, includ­ing the inter­faces to cus­tomer data­bases and back Office appli­ca­tions.
  • Bots do not for­get any­thing and store all infor­ma­tion col­lected on all com­mu­ni­ca­tion chan­nels in the back office, for exam­ple in CRM data­bases or ERP sys­tems. They sup­port com­pli­ance with strin­gent reg­u­la­tory require­ments, such as the MiFID II finan­cial mar­ket direc­tive.
  • Even demand­ing ser­vice level agree­ments (SLAs) can be imple­mented cost-​effectively with bots. At the same time, free capac­i­ties among the employ­ees are cre­ated for val­ueadding activ­i­ties.

Arti­fi­cially intel­li­gent, nat­u­rally effi­cient

The super­vi­sor is enthu­si­as­tic about her new col­league and wants to use him around the clock. This does not mat­ter to the new col­league, he does not show signs of fatigue. On the con­trary: the longer he works, the bet­ter he under­stands struc­tures and processes and learns. If desired, the new col­league even writes answers for his team. It cat­e­go­rizes col­lected infor­ma­tion so that it is eas­ier for you and your team to find and work with them more effi­ciently. He even rec­og­nizes oppor­tu­ni­ties and risks and can even sup­port other busi­ness areas with his col­lec­tive knowl­edge, for exam­ple con­trol­ling. If the cus­tomer so wishes, he/​she informs about closed processes inde­pen­dently

  • Through his learn­ing capa­bil­ity and arti­fi­cial intel­li­gence (KI) for exam­ple, by means of key­words, he under­stands the mean­ing of com­mu­ni­ca­tion, cat­e­go­rizes them auto­mat­i­cally and thus increases their find­abil­ity. In order to sup­port the KI, rule-​based and process-​oriented expert sys­tems or even deep-​learning processes can con­trol the behav­iour of the bot.
  • Trends can be iden­ti­fied from col­lected data, such as whether many cus­tomers are inter­ested in a cer­tain prod­uct or are expe­ri­enc­ing prob­lems with a cer­tain prod­uct.
  • Bots can proac­tively con­tact cus­tomers. In addi­tion to e-​mails, you can also make out-​bound calls, for exam­ple, to inform them about the com­ple­tion of a task.

Are you also look­ing for such an employee?
Con­tact us, we will find the suit­able bot-​colleague for you.