AI Voicebot Design Service & Workshops (AI Voice Agent)

The next step to improving your caller experience

The contact centre is always evolving and in a world where omni-channel is now a necessity, the voice channel is still an important customer touchpoint.

Luckily the latest cloud based contact centre platforms like Talkdesk, Nice inContact, Genesys, 8x8, Five9, Twilio, Dialpad and many more, do have the ability to implement voicebots meaning customers can simply tell the system why they’re calling and automatically be connected to the correct agent… at least that’s the way it should work.

The fact is, Voicebots, also known as AI Voice Agents require you to take a fresh approach to your customer experience and think even more about the type of caller enquires you’re receiving and how to deal with them.

The AI Voice Agents recognise callers Utterances (phrases) and match this to an Intent (query or problem) which is then mapped to the correct agent skill or self service option.

How to get your contact centre ready for an AI Voice Agent/ Voicebot…

There is a lot to consider before you launch an AI Voice Bot, as there are infinitely more variables than designing a traditional push button IVR menu.

The end goal of simplifying the customer experience with a Conversational IVR hangs on how well the system is designed…

You’ll need to analyse and scope:

• The phrases, commands and questions callers are likely to use - this is the Utterance

• How utterances are matched to the callers problem / query - this is the Intent

• How you’ll route based on the callers Intent - will this be self service, channel shift or a live agent?

• Do you need a fall back DTMF IVR menu?

• How will this new system impact vulnerable customers?

Need help with the design and implementation of an AI Voicebot?

We can help with:

• Analysing existing calls to define call reasons

• Conversation and sentiment analysis

• Classify and diagnose call contact reasons

• Create caller journeys for common enquiries

• Voice agent script design

• Quick prototyping and experimentation

• Deployment and testing

• Create a backup 'traditional’ IVR Menu

Deploying a Voicebot system can improve the following areas:

• Enabling self-serve for basic enquiries

• Encouraging channel shift when relevant

• Reducing call queue times

• Reducing your negative abandonment rate

• Reducing the number of call reaching agents

• Improving your Csat and or NPS score

We understand every client has different challenges which is why we offer a comprehensive 360 consultancy service shaped around your exact requirements.

An improved IVR experience will deliver happier clients, happier agents, reduced operating costs and increase ROI.

Sound good?

Give us a call on0333 050 7610, email hello@ivr-recordings.co.uk or complete the form below…