Lower contact centre costs with AI Voice Bots and Smart IVR

Automate inbound and outbound calls to take the load off human agents and dramatically reduce wait time

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Perfect for

Contact centres

Banking

Insurance

Retail

Healthcare

Challenge

There are times when contact centre staff cannot cope with the workload: peak times, after-hours calls, and seasonal call campaigns. Customers cannot get through which results in frustration and churn

Solution

AI-powered voice bots answer multiple calls 24/7, hundreds of simultaneous outbound calls, take phone calls outside business hours and take a load of routine questions off human agents

Results

Higher first-call resolution rate, reduced costs, lower wait time, and increased customer satisfaction

Conversational AI voice bots are not robocalls

Unlike robocalls AI voice bots:

Handle objections and communicate like human agents

Learn from actual client conversations and become more intelligent

Make and receive over 1,000 calls on a daily basis

Maintain and raise SL even during peak seasons

Run any scripts, from surveys to sales

Get rid of call queueing

Help agents work more efficiently

Influence the growth of NPS loyalty

AI-powered voice bots suit contact centres with any operation volumes: from giants comprising 10,000+ agents to operations with 1-2 staffers answering just a couple of customer inquiries. Pick the case that is right for you.

>45

time-saving and productivity growth

~90%

the bot handles most of the recurring inquiries

200+

simultaneous dialled calls

35%

average conversion per service order

Inbound calls automation

Personal assistance

  • Schedules appointments
  • Bookings, tickets, orders, etc.
  • Rebookings and cancellations
  • Transfering calls to agents

AI-powered Smart IVR

  • Automates call routing by topic and department
  • Researches the knowledge base to find answers to problems
  • Clears up any confusion

Сomplaints and filling out applications

  • Identifies the problem
  • Records the necessary data
  • Organises requests in CRM
  • Notifies agents via email

First-line support

  • Recognises issues during a conversation
  • Resolves common problems
  • Assigns complex tasks to agents
  • Integrates with customer service software like Zendesk
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Outbound calls automation

Upsales and promotions

  • Provides brief information
  • Shares promo codes
  • Stores responses in CRM
  • Encourages orders and purchases

Feedback collection

  • Runs a complex script with multiple answers
  • Calls back for clarification if needed
  • Logs data to database

Presale and telemarketing

  • Talks like a human agent and asks questions
  • Answers FAQs
  • Handles objections
  • Saves results in CRM

Reminders of all kinds

  • Informs customers about order status
  • Adds variable data to the script
  • Logs customers’ decisions
  • Changes time and delivery dates when asked

Smart IVR outbound call automation:

undestands natural language, offers human-like assistance, efficiently resolves customer queries

Regular IVR Systems

  • Helps attribute inbound calls with IVR menu
  • Identifies customers and calls them by name
  • Can handle up to 1000+ simultaneous calls
  • Transfers calls to available agents, and asks to hold on the line during peak times

Smart IVR by Tovie AI

  • Actually resolves customer queries, rather than simply transfers calls to agents
  • Can speak in different voices and with different intonations
  • Communicates in a natural language which makes navigation effortless for customers
  • Understands several languages and seamlessly switches between them
  • Can come with a custom branded avatar
  • Expresses empathy, jokes and even gently interrupts when necessary

Menu based IVR

Conversational IVR

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Call recordings

Bot successfully handles customer objections

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Bot persuades the customer to try new service

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Bot informs the customer about a new service option available

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These are real-life examples, we do not disclose brand and product names for privacy reasons

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Technologies that make Tovie AI voice bots stand out

  • Built-in NLU core for natural language understanding
  • ASR (Automatic speech recognition) / TTS (Text-to-Speech) technology
  • Prebuilt user behaviour patterns
  • API connectivity

Ready to transform your contact centre with Tovie AI?

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Want to learn more? Get our free ultimate guide on voice bot technology!

Voice bot AI is becoming more and more omnipresent in our day-to-day lives. We talk to virtual agents when calling our bank’s contact centre or getting a seasonal bonus offering from our favourite flower shop. More businesses opt for contact centre automation with conversational technologies. Some 56% of contact centres name AI and robotics among the top technologies they plan to use in the future.

To help businesses find their way around voice bots, we asked industry professionals the most popular questions and busted the most common myths about contact centre automation. In this whitepaper, you’ll learn when it is best to use voice bots, whether it is better to use a real voice AI bot or go with a speech synthesis, how to choose the right platform for call campaigns, which features make the bot’s speech natural, how to assess the bot’s effectiveness and whether the virtual assistants can replace call centre agents, and much more. Here are some of the questions we’ve answered for you.

What is a voice bot and why do businesses need them?

A voice bot is a smart virtual assistant that contact centres use for outbound and inbound calls. Among the main reasons why businesses employ AI-powered virtual agents are cost efficiency and the scalability of operations.

What to do before contact centre automation?

The first important thing is to determine the goals and objectives: whether it’s about saving resources and cutting costs, or growing the business. The next thing is to plan the audience coverage, as automation is worthwhile if it significantly reduces employees’ workload and saves resources. Finally, determining bot scenarios, based on which you’ll be reaching the customer base, is also essential.

How does one choose the right vendor for voice bot automation?

At the start, it’s important to consider companies that are ready to build a bot from scratch. As for the tools, it’s better to go with some one-stop-shop of the platform.

How to make a bot sound natural?

Many companies are moving away from the original speech synthesis model. They use hybrid synthesis or similar technology and synthesise variables from pre-recorded voices. Then it sounds as natural as possible.

Does a virtual AI agent need a personality?

Many companies (mainly larger ones) try to associate the bot’s name and voice with the company's brand. In this case, either the company's brand policies or the internal policies of the contact centre regulate the bot's personality. The company’s brand management defines how the AI agent should speak, what it should convey to the customer and other basic things.

Reports&Research

We have answers to nearly all AI voice-bot-related questions here:

Good Voice Bots: How They Help Businesses Thrive

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