Why automate calls
Phone calls remain one of the main communication channels with consumers used by companies. This leads to significant business costs for maintaining call centers, where it is necessary to train employees, create scripts for them, and constantly monitor performance. Significant expenses are also observed when outsourcing this function to specialized companies.
Automated calls optimize the workload for managers who spend a lot of time on numerous repetitive calls throughout the day. As a result, the budget for maintaining the call center decreases, and the productivity of operators increases as they have more time to complete other tasks. Additionally, a voice robot is used for the following purposes:
- to improve the communication link between the company and clients, both existing and potential;
- to optimize and accelerate consumer support in areas where operator involvement is not required;
- to increase the speed of outbound calls by 2-3 times — on average from 150 to 450 per shift;
- to reduce the cost of one call.
What tasks can a voice robot handle
It is difficult to distinguish a modern robot tasked with voice messaging from a human. The program operates on the basis of an artificial neural network, has preset algorithms, signals, and commands, and therefore can "communicate" with the consumer as vividly and naturally as a call center operator. The following tasks are assigned to the voice robot:
- to improve communication between the company and customers, both existing and potential;
- sending service voice messages;
- notification about current promotions, discounts, sales;
- informing about upcoming events and other news;
- notifications about the current status of the order;
- transferring to a competent employee in case the issue requires operator involvement;
- providing statistics and reports on clicks, goals, expenses.
To accomplish the listed tasks, the following are used:
- Outgoing robotic calls. Mass calling of clients with the distribution of voice messages or sending single calls through an API (the client's program). The program has a feature to call back or send an SMS if the person did not answer. Before setting up the calls, you can update contacts, which will be useful for using not only the voice robot but also SMS distribution.
- Incoming robotic calls. These represent an interactive IVR menu with a pre-designed conversation script that is built based on the user's responses. The robot determines the key pressed by the person or recognizes their speech and reacts to keywords by playing voice recordings or synthesizing speech itself.
The functions of robotic calls determine their structure, which includes the following elements: a text file with a message for speech synthesis, an audio file recorded by a voice actor, and separate sound fragments, as well as an IVR menu with a personalized scenario.