Voicebot for call center
and contact 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.

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.

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.

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.