Voicebot for call center
and contact center

Conversational AI bots and NLP can help businesses save up to
$1million annually in customer service costs.

What is a Voicebot for Call Center?

Apifonica AI-Voicebot automates communication, CRM management, and reporting. It uses machine learning and natural language processing to understand natural language and respond in a natural way.

Reply to in-bound requests in seconds

Voicebot instantly responds to every customer 24/7/365, thus there will be no waiting on the line.

Cover vast audience in outbound campaigns

Voicebot handles 1000+ calls a minute, thus you can cover a vast audience in case of promo campaigns.

Automate CRM management

Voicebot automatically adds data to CRM, updates the status of request, and creates a report based on your KPIs. With webhooks Voicebot can also update scripts based on changes in CRM.

Optimize call centre costs

Voicebot can cover audiences of any size, easily handles peak loads, allows for quick script A/B tests and never takes a sick leave - you can experiment and scale business and control costs easily.
68% of customers believe that conversational AI bots provide quick solutions.

AI solution dedicated to call centers.
How can our Voicebot help you?

Pre-qualification of client’s requests

Answers to Frequently Asked Questions

Order status notification or confirmation

Delivery notification or confirmation

Helpline

Satisfaction survey

Optimise your call center processes and save costs with AI-Voicebot

Advantages of Voicebot
for Call Center

  • Costs reduction

    The average cost of qualification for one lead or request by Voicebot is just 4.2PLN. Voicebot can help reduce costs by 2-3 times. Also, with Voicebot it is easier to control the costs as it allows for quick and predictable scaling without additional hires, it never takes vacation or sick leave and it optimises the work of the consultants relieving them from repetitive tasks, preventing burnout and boosting morale.

  • 24/7 availability and speed

    Voicebot handles thousands of calls at a time, without lunch breaks and vacations. For example, during a seasonal promo campaign Voicebot will need only 10 minutes to inform 1000+ customers about the discounts. And to cope with the same task by the call centre, you will need to hire 50 operators. Surely, there are tasks which only consultants can do - Voicebot is an addition to them optimising processes and costs.

  • Possibility to process a lot of requests at once

    Voicebot can process 1000+ calls a minute. It understands natural language. For example, a person calls bank customer support about a blocked credit card. There are different ways to talk about this issue: my card is not working; my card is blocked; I couldn’t make a payment; something is wrong with my card; why can’t I make a payment and so on. Voicebot understands all different variants including interjections.

76% of contact centers are planning to invest in artificial intelligence in the next two years.
(Source: Deloitte)
Improve your customer service processes
with AI-Voicebot

Frequently asked questions (FAQ)

Can Voicebot for call center replace a consultant?

Voicebot helps to automate repetitive tasks, e.g. frequently asked questions or order status confirmation. It can also automate CRM/HRM system management and reporting. This prevents real consultants from burning out and saves their time for tasks requiring more problem-solving and creative skills, like handling difficult client issues or consulting on uncommon questions. Such an approach increases the performance of your team.

How long does it take to implement Voicebot for call center?

It depends on which variant of AI-Voicebot you choose since we offer 2. First one with templates - Voicebot with Basic Functionality - can be implemented in just a few days. You get a fully functioning AI-Voicebot with editable script templates, speech synthesis and recognition, webhooks, SMS triggered by action/answer, local phone number and reporting.

In certain cases customers need something very customised and we provide that as well. There’s a custom pro version with conversational scenarios featuring multiple sequences of events/replies. Such Voicebot can consult in multiple areas, understand multiple intents and its implementation may take from 3 to 5 weeks.

How much does it cost?

The cost of implementing a call center voicebot depends on the selected package, which covers a certain number of minutes and involves a monthly fee. Details of the variants and exact costs can be found in our price list.

Does Apifonica provide support?

We provide full support from initial idea to the release of the project: we’ll set it all up for you. Moreso, our expert team provides initial analysis of your business workflows to ensure you get the optimum solution based on your problems, needs and goals. Depending on the complexity of your business process we provide adaptation and integration of our solution into your business processes and ensure smooth integration with your CRM system.

How does a Voicebot help you save money?

If your business model involves communication with customers, voicebot can help reduce costs in this area by 2-3 times compared to solving a problem via call centre. The average cost of qualification for one lead by Voicebot is just 0.90 euro.

Here’s a real-life example from the HR sphere. One of our clients - a courier company - needed to process 625 CVs and they calculated that using Voicebot for this job they saved 145hours and 1455 euro in 30 days.

How does vb know how to react? And what to say?

So, let’s imagine a situation, where a bank customer calls a support, complaining about their credit card, which is not working. There are different ways to talk about this issue:

  • my card is not working;
  • my card is blocked;
  • I couldn’t make a payment;
  • something is wrong with my card;
  • why can’t I make a payment

and so on.

Voicebot can understand all these different variants, including interjections through intents. An intent is basically what the user wants or their intention. In this case the intent is the - ‘blocked card’. And all the different ways, in which the user can express it, are called the ‘training phrases’. In other words, they are the predicted phrases that the user may say. When the user’s utterance overlaps with, or matches the intent that the voicebot knows, then the voicebot knows how to react and what to say.

How AI helps to understand the end user better and what machine learning has to do with it?

It all comes down to the process of intent matching, where AI based machine learning is applied. Machine learning mechanism compares the intent of the user with the intents that the voicebot knows and finds the best match. How does the matching process work? Machine learning algorithms calculate the confidence score for each intent that the voicebot knows. The confidence score is marked on a scale from 0 to 1. Where 0 means that the match is completely uncertain, and 1 means that the match is completely certain. The vb needs to find the user’s intents amongst all the variants. For this the threshold is defined in the process of the voicebot creation and testing. The threshold does not define how good the vb is in finding the variant. But it helps us to set how strict we are in letting the vb find the right intent. Opinions vary on what the threshold should be like, usually it’s from 0.3 to 0.7 depending on the complexity of Voicebot. So, again, In other words, machine learning classifies which intent that the voicebot knows is the most similar to the intent said by the user and this is how Voicebot understands people.

What’s the difference between Voicebot and IVR?

Firstly, you’ve definitely encountered Interactive Voice Response, or IVR. Remember when you called your bank or post office and you heard on the other end press 1 if you need this, 2 if you need that, etc. That’s IVR.

It is a system that switches on previously recorded messages, and the caller selects the appropriate menu item by pressing the corresponding number on their phone. IVR uses the DTMF tone recognition system and, in a few cases, in a very narrow way, speech recognition - it can understand a simple YES / NO. But you have to be as precise as possible when answering. IVR will not understand the intentions and nuances of natural language. It is unable to explain the problem and answer the question.
Apifonica Voicebot is an AI-voicebot, so it uses AI-based machine learning and natural language processing to understand natural language and respond to it in a natural way.

Let’s compare with an example. Client calls the bank and says that their card is not working. IVR will only present options to choose from or ask YES / NO questions to redirect the call to a manager. Voicebot can understand the client’s problem however they formulate it, for example:

  • My card doesn't work
  • I couldn't pay with my card
  • I couldn't make a transaction
  • Your bank is a joke, I couldn't buy a new iPhone because the card won’t work.

Well, Voicebot can recognize each of these variants and help the customer solve the problem.

Optimize your workflows and costs
with AI-Voicebot