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Voice bot for accepting orders
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PROBLEMS
  • 1
    Loss of orders outside working hours;
  • 2
    There is a great shortage of human resources to ensure that orders are accepted 24/7;
  • 3
    The outflow of customers due to a drop in the level of service.
RESULT
  • We have implemented a voice assistant that accepts and processes most of the typical requests. The answers are taken from the Knowledge Base, which is regularly updated by operators;
  • We have set up machine learning of a voice bot based on repetitive cases;
  • Automated scenarios for the distribution of requests by operators, depending on their workload and competencies.
Thanks to the introduction of a cognitive assistant, it was possible to reduce the load on call center operators by up to 50%, increase the number of repeat sales, increase customer loyalty, and reduce the number of complaints.
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