Chatbot & Callbot

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:

• Analyse needs and use cases: Identify the use cases and tasks within the customer journey that the callbot will need to handle.
• Choose a solution directly integrated into your contact centre: Capable of orchestrating, and integrating well with your company’s existing systems.
• Configure, train, and customise the callbot: Use dialogue scripts and train the bot on phrases specific to your business use cases.
• Integrate with existing systems: Connect to databases, CRM, and other IT systems so it can access and process the right information to provide relevant answers to customers.
• Test, deploy, and optimise: Test the callbot’s responses in real conditions and adjust its configuration as needed before full deployment. Monitor its performance to ensure continuous optimisation.

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:

• Escalate the conversation to an agent or another support channel.
• Offer a callback, which will give time to an agent to search for the information.
• Direct customers to an FAQ where they can find an answer through self-service.
• During the callbot’s continuous optimisation phase, it will be possible to enrich the responses in the knowledge base.

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:

• Requesting statements, account balances, or billing amounts: to instantly access your banking information.
• Appointment booking and cancellations: autonomous management of appointments.
• Order tracking and delivery dates.
• Information about stays and ticket dispatch: receive and obtain details about your upcoming stay or the sending of your tickets.