Automate repetitive and low-value tasks, qualify your requests prior to contact, create continuous availability 24/7, and improve your responsiveness within your contact centre with AI.
Immediate handling by the bot to qualify your customers’ requests.
Assist the agent through the steps of request qualification (file number, intent, etc.).
Reduce the number of calls to your contact centre.
Quick handling of requests with better personalisation.
Offer continuous customer service with intuitive chatbots and callbots that understand and effectively respond to your customers’ needs. They are available 24/7, allowing your customers to access various information at any time of day through self-service.
Relieve agents of low-value tasks by automating responses (bank balances, invoice information, appointment booking, etc.). This allows your agents to focus on interactions that require more expertise or human contact. It improves the fluidity and efficiency of the customer journey.
Assist your agents with contextual or customer data such as profiles, addresses, locations, and dates. The callbot or chatbot collects these contextual data and customer intents before the interaction, and then presents them to the agent.
All conversations between your customers and your virtual assistant are accessible in our tool. This allows you to continuously improve your chatbot/callbot, gain a comprehensive understanding of your customers’ expectations, provide more personalisation, and identify areas for improvement!
Virtual assistants on voice or digital channels.
Your customer service available continuously, including weekends and holidays.
No latency thanks to traditional AI.
Adapts to the customers’ languages, regardless of the country.
Thanks to generative AI, prioritise personalised and human-like voices.
Seamless escalation between a virtual agent and a human agent.
Quick learning curve thanks to generative AI.
Integrated into the contact centre solution, it can be easily deployed across all channels.
Appointment scheduling, balance inquiries, billing, call qualification…
A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.
Are you intrigued? Need to know more before taking the plunge?
A callbot is a virtual agent capable of understanding a customer’s needs and responding to them using natural language. It interacts with customers during the qualification phase by asking questions, then directs them or performs low-value tasks in various customer journey scenarios. Callbots use technologies such as voice recognition, natural language processing (NLP), and artificial intelligence (AI).
The implementation of a callbot offers numerous advantages, such as providing continuous availability 24/7, immediately answering frequent questions and low-value tasks, which frees up employees for more complex tasks. The observed benefits include an improved customer experience through more efficient management of customer requests, and reduced operational costs.
Eloquant’s callbot is multilingual. It can be available in approximately ten languages. Its ability to function in a specific language depends on the amount of training data available.
Setting up a callbot is a project in itself and must follow several steps to ensure a successful experience:
A callbot can handle a multitude of simultaneous calls. It is not limited to a single conversation like a contact centre agent. Therefore, it is highly effective in handling peaks in customer service requests and traffic.
When setting up a callbot, you will be advised to provide so-called fallback responses:
The artificial intelligence on which the callbot relies allows for personalising the responses in the dialogue scripts, provided it has access to contextual information: customer records, business data, history of previous interactions, etc. The generative AI also helps standardise the tone of voice to align with the company’s image.
A callbot can be adapted to all industries. It is important to first identify the business use cases in the customer journey to ensure it is effective and provides a return on investment (ROI). Some of the use cases include:
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