When you use the word callbot, you do not really know what it deals with. But when calling a company, if a machine asks you “How may I help?”, this probably sounds more familiar to you.
We all have already spoken to a calling robot at least once and each time we end by losing our patience. However, it is true that they can be very useful and they can bring a distinctive element to your company. If you want to know more about the technology used in it and how it might be beneficial for your business, the following article is made for you.
What is a callbot?
As we saw above, we all went through this kind of machine at least once. Maybe we did not know what we were talking to it. But this is the reason why it is important to know what it corresponds to and how this technology works, then we will understand the way it is profitable for your company.
Callbot stands for “call” and “robot” which is quite close to the truth. It is a system that relies on Artificial Intelligence in order to answer phone calls. The attention it brings is very similar to what a real person would give, and the personalization mainly depends on the technology used. It has a very common use in call center softwares answering entering calls. Therefore, it releases repetitive tasks for agents that could easily be automated, which allows agents to focus more on other tasks that require more attention.
You have probably heard the expression “chatbot” too. They are simply the same tools; they use the same technology and they serve the same function. The only thing that differs between them is the channel they use. The first one, as it has been stated so far, is oriented towards phone call service. In addition to the recognition of the language and the search for a response, callbots tend to get more and more complete because of the conversion of text into voice. On his own side, the chatbot (or virtual assistant) is used when talking about instant communication.
How does a callbot work?
These tools are based on natural language recognition systems. They can give the most natural and adapted response by searching for words or texts. This allows the robots to keep a fluid conversation with the person who is calling, and it also can learn to improve itself for future similar situations. That is what we call “Deep Learning”. The more data they process, the more intelligent they become.
Let us take an example to make it clear on how a calling robot works. Imagine that a client is calling his energy supplier to get to know his consumption over the last month.
As a first step, when it receives the call, the callbot will ask “How may I help?”. The system is going to use a voice recognition program known as ASR for Automatic Speech Recognition. Thanks to it, the robot will start to ask a flow of questions in order to meet the request of the client. For example: “What is the address in which the supply is subscribed?”.
Then, the system is trying to understand the sentences it hears in its context and transcribe it to analyze them while searching what is necessary to answer the client who is asking what its consumption is, or if it’s needed, to transfer him to an agent. Once the robot has all of these pieces of information, the text is converted into a voice thanks to the TTS system or Text To Speech system, which makes the process the other way. This is what the customer will hear in the end.
Finally, the most important thing is that the robot analyzes the conversation searching for strengths and weaknesses that will help to react while facing future similar situations.
We must understand that not all callbots are the same. Even if they are able to keep a conversation with a customer, they don’t recognize each word the same way. Some of them only have a few keywords that have been set up before. Consequently, if there is a strong variation, we may hear: “I’m sorry, I cannot understand what you’ve been saying”. In this case, you might be directly transferred to an agent. The most sophisticated callbots are able to answer almost any kind of question, no matter the variation or the quantity of words used to ask.
The benefits of using a callbot in customer service.
- Available 24/7: one of the main characteristics of the callbot is its non-stop availability. In customer service, this aspect could value the service of your company. Users will be able to solve their issues themselves and to manage their account at any time.
- Waiting time reduction: Callbots can process a big amount of data so that the customers can meet their request as fast as possible, which allows a gain in efficiency from the company point of view.
- A great learning capacity: As any kind of Artificial Intelligence, calling robots analyzes the conversation with the costume searching for its strengths and weaknesses so that it can learn to solve its own problems when it will have to face a similar situation.
- Security and privacy: The use of products and services of Artificial Intelligence must meet the requirements of General Data Protection Regulation. In the case of the United States of America, it is completed by the “Privacy Act” signed in 1974. These guarantee that your data cannot be stocked, which ensures the system security.
Having the right tools allows you to ensure the quality of your customer support. At Fonvirtual, we know how important it is to use the latest technological innovation, that is why we provide you our cloud contact center, which uses the brand new Artificial Intelligence tools in order that you can take all the advantages of it.