Primebot: Top Voicebot Solution for Customer Service

VCC Primebot Solution

Primebot harnesses state-of-the-art AI and ML technologies to revolutionize customer support automation. With its advanced capabilities, it surpasses traditional boundaries by engaging in non-linear dialogues that transcend predefined scenarios, powered by Natural Language Understanding (NLU) and speech synthesis functionalities. This enables Primebot to grasp natural human speech, interpret speaker intentions, and subsequently address repetitive issues with efficiency.

Multichannel Integration

Primebot serves as a comprehensive multichannel integration solution, seamlessly integrating with various platforms and communication tools, including Messenger, different contact center systems, CRM applications and others. This flexibility allows Primebot to effortlessly connect with diverse channels, enabling businesses to provide consistent and efficient customer support across multiple touchpoints.

Multilingual Conversational AI Tool

Primebot offers multilingual support, ideal for businesses with diverse customer bases. With the ability to communicate fluently in multiple languages, Primebot caters to the linguistic preferences and needs of customers from various backgrounds, enhancing accessibility and inclusivity for all.

Tailored Solution for Various Sectors

Primebot’s adaptable AI technology can be utilized not just for customer support but also for sales in various sectors, including e-commerce, retail, healthcare, and beyond. It can be programmed to handle tasks such as scheduling appointments, providing product availability information, checking delivery statuses, and more.

Dual Functionality: The Voicebot Working as a Chatbot

The voicebot possesses the capability to seamlessly transition into a chatbot, offering users the option to interact through written messages as well. Primebot can be integrated with most popular chat applications, like Messenger, Livechat, Whatsaap and others.

The Process: How We Work

Step 1

We conduct an in-depth analysis of the business requirements, aligning assumptions, and collaboratively define the project scope with a client. This involves identifying and refining the specific tasks and functionalities the voicebot will address.

Step 2

Subsequently, we present a tailored proposal detailing the project scope, deliverables, and terms, followed by the formalization of agreements through a contract.

Step 3

We initiate the development phase by configuring the requisite technical infrastructure and software environment. Concurrently, we craft the dialogue flow and define the bot’s intents to ensure seamless functionality and alignment with project objectives.

Step 4

We provide the client with a demonstration of the bot’s capabilities. Upon receiving feedback or requested modifications, we incorporate them into the design. Subsequently, we proceed with training and rigorous testing to ensure optimal performance and client satisfaction.

Step 5

If system integrations are necessary for the bot’s functionality, we meticulously integrate and rigorously test them prior to deployment into production.

Step 6

We develop and implement a robust reporting module to provide comprehensive insights and analytics on the bot’s performance and user interactions.

Step 7

Upon finalizing refinements and receiving client approval, we deploy the voicebot into the production environment to commence operational usage.

Step 8

Our work doesn’t end with deploying the bot. We continuously refine and retrain the bot to optimize the process and guarantee best in class quality followed by the positive customer experiences.

Questions and Answers

Here are the answers to commonly asked questions about Primebot and conversational AI solutions for customer service.

When a voicebot is a suitable technology for customer service?

• When your customer service frequently handles voice-based inquiries or if your clients prefer using voice commands, integrating voicebots can streamline the management of such queries and optimize costs. By incorporating voicebots into your customer service strategy, you ensure a seamless and consistent experience across various devices and platforms where customers employ voice commands.
• When you require 24/7 support – especially during nighttime when query volumes are low, utilizing voicebots ensures every call is handled, regardless of the hour. It can handle inquiries, provide customers with necessary information, and deliver a summary to the day shift team for seamless continuity.
• When you need to handle many contacts quickly, the voicebot offers unlimited capabilities. It can conduct conversations with thousands of people even within a single day.
• When you’re aiming to deliver personalized responses to customers, covering areas like their account status, outstanding balances, shipment updates, or test result availability, a voice bot with adaptive features can seamlessly fulfil the needs.
• When you require gathering sensitive customer data like credit card numbers, account password setup, or customer identification during the service process, our system ensures secure management of such information.
• When you want to conduct survey feedback. Implementing bot not only enhances the customer experience but also streamlines the feedback collection process effectively.

Can a voicebot learn and adapt to customer preferences over time?

Yes, many voicebots are designed with machine learning capabilities that allow them to learn and adapt to customer preferences over time. Through continuous interaction and feedback from users, voicebots can improve their understanding of user needs, preferences, and language patterns. This enables them to provide more personalized and relevant responses, enhancing the overall customer experience.

What happens when a voicebot cannot solve customer inquiry?

When a voicebot is unable to solve a customer inquiry, it typically escalates the issue to a human customer service representative for further assistance. This escalation process can involve transferring the customer to a live agent or providing options for contacting customer support through other channels, such as email or phone. Additionally, some voicebots may offer alternative solutions or resources to help the customer address their inquiry independently. Overall, the goal is to ensure that the customer’s needs are met promptly and effectively, even if it requires human intervention.

Give me some examples of what Primebot could be used for in customer service?

The voicebot provides information from the knowledge base or external systems. Primebot can handle tasks regarding:

• Making and conforming doctor appointments
• Conducting customer satisfaction surveys
• Supporting recruitment processes
• Conducting large-scale information campaigns
• Providing real-time updates on order status and shipment tracking
• Assisting with account management tasks, such as password resets or account balance inquiries
• Offering technical support for products or services
• Guiding customers through the process of returns, exchanges, or refunds
• Providing information on warranty coverage and claims procedures
• Assisting with product recommendations based on customer preferences or past purchases
• Handling inquiries related to billing and payment processing
• Conducting customer satisfaction surveys to gather feedback and insights
• Facilitating the scheduling of appointments or service appointments
• Offer personalized recommendations for upcoming events, promotions, or special offers
• Assisting with navigation and usage guidance for online platforms or applications
• Helping with accessing and navigating self-service options or FAQs
• Assisting with inquiries related to membership programs or loyalty rewards
• Providing information on upcoming sales, promotions, or product launches
• Helping with account registration or account setup processes.

How long does it take to implement a voicebot?

The timeline for voicebot development depends on factors such as its designated function, task complexity, dialogue intricacy, and system integration requirements. Each bot is customized to meet specific business needs, resulting in varying preparation periods.

Do you offer supporting services for Primebot, such as analytics? 

Yes, we provide a comprehensive range of data analysis and reporting solutions designed to integrate data from various systems and enhance decision-making processes. 

Data Integration 

• Unified dashboard: Seamlessly integrate data from multiple sources to present a complete overview in one place for quick access to insights.  

• Improved data quality: Ensuring clean and error-free data for accurate analysis. 

Trend Analysis 

• Historical Data Insights: analyzing past data to forecast future trends, including: 

• anticipating customer traffic patterns. 

• predicting absenteeism or staff turnover. 

• understanding and predicting customer behavior. 

Quality Analysis 

• Consultant performance evaluation: conducting in-depth analyses of consultant performance, including: 

• 360-degree assessments with metrics such as NPS, CSAT, FCR, and CES. 

Performance Optimization 

• Detailed reports: Gaining insights into agent’s performance across various dimensions, such as: Time of day, day of the week, or agent groups, length of service or specific skill sets. 

• Comparative analysis: compare team performance, track trends, and identify outliers. 

Automation 

• Automated reporting: Generating reports automatically with data refreshed at regular intervals. 

• Accessibility: accessing data via web browsers or mobile applications. 

• Scheduled deliveries: receiving automated report updates directly via email. 

What additional technological solutions does VCC offer to optimize contact center operations? 

We develop bespoke solutions based on cutting-edge AI technologies to significantly enhance contact center processes. These innovations empower businesses to deliver world-class customer experiences tailored to their unique project needs. 

• Boromir
  A proprietary system for analysis, monitoring, and optimization of internal support processes. This tool received international recognition as a winner in the Customer Contact Center Technology Awards 2024. 

• Consultant Assistant
  An AI-powered assistant built using GPT APIs, accessible via Microsoft Teams chat. It answers queries based on custom prompts, searches attached files, and provides responses derived from their content. 

• Rosetta
  A tool for analyzing and categorizing large volumes of textual data (e.g., surveys, satisfaction studies, NPS). It features built-in text translation and automatically generates summary reports from the analysis. 

• BreakPlanner
  A scheduling tool designed to manage breaks in contact center teams. It aligns with individual consultant preferences and project-specific requirements, ensuring optimal resource allocation. 

What are the costs associated with creating a bot? 

The cost includes 2 components:

Implementation cost 

Development work for the production deployment of the voicebot. The precise number of developer hours is estimated after identifying areas such as:  

• conversation script  

• implementation areas  

• number of intents 

• scope of the Q&A set 

• data exchange. 

Monthly costs 

Voicebot service implementation: 

• bot conversation time 

• access to the Primebot panel, which includes statistical data, call recordings, and transcriptions 

• support and project coordination. 

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