Artificial intelligence can support purchasing processes in many ways and help automate a number of processes. The closest to our company is the process of customer service and here we mainly find a field for the application of artificial intelligence. The bots we create, both text (chatbots) and voice (telephone voicebots), greatly help to improve the customer service process during shopping and beyond.
Although 2020 was not an easy year, there was a lot going on in the Voice Contact Centre, so we prepared a summary of the most important events 'in a nutshell'. The beginning of the year posed a huge challenge to us, i.e. the need to move most of our teams to a remote mode. We have managed to meet this challenge and we are very satisfied with the results, which is proved by a number of business successes.
As competition gets fiercer in the e-commerce industry and the ticket volume is increasing rapidly, more and more companies get targeted to automate the human front line. However, the decision about investing in the automation process of customer care should be based on measurable deliverables like ROI or level of service personalization.
Anyone in the need of a voicebot would prefer to go to a shop and purchase a ready-made, wise bot, which has the ability to both take calls from customers and make calls. In reality, however, it is a bit more complicated than that, since each bot is different and is dedicated to its different tasks. Before our bot can take a place "on the handset" of the contact center, it will first have to be "brought up".