Voice robot: will it replace the call center?
Posted: Thu Dec 05, 2024 8:59 am
It is difficult to imagine modern means of communication without voice robots. Especially since speech synthesis and recognition technologies have made great strides. So, when calling a hotline or answering an incoming call, we cannot always understand that artificial intelligence is talking to us. According to mos.ru, the percentage of people who are loyal to a dialogue with a robot has increased to 91% over the past year. However, many business owners are in no hurry to implement the solution, considering robots to be another new, and therefore expensive feature that is only suitable for large companies. Here we figure out what benefits the user gets from using a voice bot, whether it can actually replace a live operator, and the company will save money.
Formula for success
Instead of the IVR voice menu, when the client needs to press buttons tunisia phone number library to continue the dialogue, it is now possible to use a voice robot together with the speech synthesis and recognition function of the Virtual PBX , which allows the subscriber to spend less time when making a call. However, this largely depends on the approach and preparation of the robot on the part of the customer. Any dialogue occurs according to a pre-created .
In order for a person to be as comfortable as possible when communicating with the robot, it is necessary to provide as many possible answer options as possible. This will allow the voice robot to independently resolve the client's issue without resorting to the help of a live operator. The script is configured in the web interface; the help of programmers is not required for this. The robot independently pronounces speech, converted from the text that is prescribed in the developed speech models. But as an alternative, it is possible to use pre-recorded messages.
If we are talking about outgoing calls during mass calling, it is necessary to segment the subscriber base, offering the client a personalized offer. After all, if the offer is too general, the probability of hitting the target is extremely low, regardless of whether the call is made by a robot or a live operator.
The robot copes perfectly with personalization. After integration with your CRM system and script setup, it will automatically load the necessary information: the client's name, data on already purchased goods and services, which will allow for upselling, for example. We have already talked about the case with automatic calling of debtors . The voice robot called the client's name and the amount of debt. Thus, each call was relevant for a specific subscriber.
Human VS Artificial Intelligence
Obviously, it is impossible to foresee 100% of all possible dialogue scenarios. Therefore, the bot always has the ability to transfer the client to a live operator. However, in special cases, most of the work of the call center consists of answering frequently asked questions or calling the database with an identical offer. And a voice robot can handle these tasks quite well. Moreover, it does routine work much better than a person. Judge for yourself: it does not need rest, it will not be offended by a sharp refusal from the client, it is available at any time and works strictly according to the instructions, and you can track statistics on all calls and dialogues.
The solution is also optimal if you intend to scale your business at low cost. During the season of increased demand, the workload of operators increases significantly. In order not to make the client hang on the line for a long time waiting for a turn, connecting a voice robot to help the call center will allow employees to handle the flow of calls more efficiently and quickly, freeing up time to solve more complex issues that require human participation.
What is the salary of a voice robot?
MCN Telecom offers a solution Virtual PBX with speech synthesis and recognition function + Voice robot + Virtual multi-channel number = Call center without employees on favorable terms, when the subscriber has the opportunity to connect PBX at the “Free start” tariff with a subscription fee of 0 rubles / month and the Voice robots service for 0 rubles / month. The cost of the robot is 3 times cheaper than the working time of an employee. At the same time, a human operator can process only 1 call per minute, and a voice bot is capable of making up to 6,000 calls per minute. You can calculate how many lines you need for automatic calling and familiarize yourself with all the available options here .
Another important point is the cost of direct telephone traffic during the call process, or for incoming calls to 8800. MCN Telecom is an international telecom operator that has direct connections with all major operators in Russia and Europe, such as Rostelecom, VimpelCom, MTS, Megafon, MGTS, Transtelecom, Tattelecom, Magyar Telecom (Hungary), Slovak Telecom and Swan (Slovakia), Telecom Austria and Drei (Austria), Deutsche Telecom and Verizon (Germany), etc. That is why, having our own infrastructure, we can offer favorable prices for local and long-distance calls. In addition, MCN Telecom subscribers can always count on an
Formula for success
Instead of the IVR voice menu, when the client needs to press buttons tunisia phone number library to continue the dialogue, it is now possible to use a voice robot together with the speech synthesis and recognition function of the Virtual PBX , which allows the subscriber to spend less time when making a call. However, this largely depends on the approach and preparation of the robot on the part of the customer. Any dialogue occurs according to a pre-created .
In order for a person to be as comfortable as possible when communicating with the robot, it is necessary to provide as many possible answer options as possible. This will allow the voice robot to independently resolve the client's issue without resorting to the help of a live operator. The script is configured in the web interface; the help of programmers is not required for this. The robot independently pronounces speech, converted from the text that is prescribed in the developed speech models. But as an alternative, it is possible to use pre-recorded messages.
If we are talking about outgoing calls during mass calling, it is necessary to segment the subscriber base, offering the client a personalized offer. After all, if the offer is too general, the probability of hitting the target is extremely low, regardless of whether the call is made by a robot or a live operator.
The robot copes perfectly with personalization. After integration with your CRM system and script setup, it will automatically load the necessary information: the client's name, data on already purchased goods and services, which will allow for upselling, for example. We have already talked about the case with automatic calling of debtors . The voice robot called the client's name and the amount of debt. Thus, each call was relevant for a specific subscriber.
Human VS Artificial Intelligence
Obviously, it is impossible to foresee 100% of all possible dialogue scenarios. Therefore, the bot always has the ability to transfer the client to a live operator. However, in special cases, most of the work of the call center consists of answering frequently asked questions or calling the database with an identical offer. And a voice robot can handle these tasks quite well. Moreover, it does routine work much better than a person. Judge for yourself: it does not need rest, it will not be offended by a sharp refusal from the client, it is available at any time and works strictly according to the instructions, and you can track statistics on all calls and dialogues.
The solution is also optimal if you intend to scale your business at low cost. During the season of increased demand, the workload of operators increases significantly. In order not to make the client hang on the line for a long time waiting for a turn, connecting a voice robot to help the call center will allow employees to handle the flow of calls more efficiently and quickly, freeing up time to solve more complex issues that require human participation.
What is the salary of a voice robot?
MCN Telecom offers a solution Virtual PBX with speech synthesis and recognition function + Voice robot + Virtual multi-channel number = Call center without employees on favorable terms, when the subscriber has the opportunity to connect PBX at the “Free start” tariff with a subscription fee of 0 rubles / month and the Voice robots service for 0 rubles / month. The cost of the robot is 3 times cheaper than the working time of an employee. At the same time, a human operator can process only 1 call per minute, and a voice bot is capable of making up to 6,000 calls per minute. You can calculate how many lines you need for automatic calling and familiarize yourself with all the available options here .
Another important point is the cost of direct telephone traffic during the call process, or for incoming calls to 8800. MCN Telecom is an international telecom operator that has direct connections with all major operators in Russia and Europe, such as Rostelecom, VimpelCom, MTS, Megafon, MGTS, Transtelecom, Tattelecom, Magyar Telecom (Hungary), Slovak Telecom and Swan (Slovakia), Telecom Austria and Drei (Austria), Deutsche Telecom and Verizon (Germany), etc. That is why, having our own infrastructure, we can offer favorable prices for local and long-distance calls. In addition, MCN Telecom subscribers can always count on an