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Voice Bot and the real-time customer experience: a successful case study

By Contributing Writer
Stefania Chiaramoni
July 19, 2022



Voice Bot and the real-time customer experience: a successful case study

Voice bot allows you to automate a large number of processes such as booking an appointment or solving some problems encountered by customers. The customer calls the customer service, a robot answers, the user speaks and the dialoglow receives, the system responds in a textual manner and is converted into voice, thus providing the necessary support to the customer. A Voice Bot that responds in real time allows for maximum user experience.

Voice bot and the feeling of a human conversation: the solution for answering customers

Voice Bot is an extremely important technology for those companies that handle a significant amount of calls per day. Thanks to this tool, in fact, it is possible to automate a conspicuous series of processes such as booking an appointment or solving some problems encountered by customers. All in an extremely simple and fast way, reducing waiting times and offering the user a service of the highest efficiency.

Voice Bot guarantees a much more comfortable and comprehensive experience than traditional IVR systems. The big advantage is to provide the feeling of being in the center of one human conversation and that you are not actually talking to a robot. To ensure this crucial aspect of the interaction, however, it was crucial design a real-time solution that would allow them to respond dynamically based on developments in the conversation.

Using XCALLY, UniMRCP and Google services we were able to implement the concept of real-time response in Voice Bot, thus overcoming the criticality of conversations with a robot that replied following set times. Among other things, it is also possible to monitor the performance of Voice Bot through a dashboard, thus having at your complete disposal all the data necessary to evaluate the performance of the system.

Who is SOGEDES, INGO partner and point of reference

SOGEDES is a German company that offers IT services and consulting, focused on omnichannel technologies, intelligent process automation and conversational AI. The company, founded in 2002, strongly believes in possible combination of human and technology, constantly working on innovative technologies and intelligent services that support companies in the path towards a digital transformation in communication with customers, but also in business processes and the management of human resources directly involved.

SOGEDES is a partner of INGO and has a strong position within the German-speaking market, especially thanks to successful cases such as those of Otto, Vodafone, BNP Paribas and Villeroy & Boch. The intent was precisely that of optimize the Voice Bot system, allowing you to establish a conversation with a human by responding in real time and overcoming the obstacle of predefined timing, which risked generating a gap between user demand and software intervention (not only in terms of time, but also of completeness of the answer).

Voice Bot in real time: “grasp the silence” and carry out an empathic conversation

You can create a Voice Bot using XCALLY to manage the phone call and Google for understanding human language (Natural Language Understanding, NLU), the conversion of speech to text and text to speech. Basically, the customer calls the customer service, a robot answers, the user speaks and the dialog is received, the system responds in a textual manner and is converted into voice, thus providing the necessary support to the customer.

The system responds correctly, but the user experience is very bad: for example the Google voice recognition blocker has a fixed time-out and does not detect when the user stops talking or continues to do so after the preset time. For example, if a five-second time-out is defined and the user only talks for two, the Voice Bot will respond after three seconds.

The problem recurs even if the user speaks for longer than five seconds: the Voice Bot will no longer listen and will respond based on what it has understood up to that moment, thus providing an answer that is not completely exhaustive. The goal was precisely to solve this criticality, thus providing an even more efficient service that would improve the user experience and satisfaction

To solve the problem was it is necessary to grasp the silence. Detect when the user stops talking. The winning solution turned out to be to implement a UniMRCP server, thanks to which a communication was generated between XCALLY and Google Speech Recognition. In this way Voice Bot intervenes instantly when the user stops talking, without having to wait or without being interrupted.

Voice Bot and user experience: why it's a success story

A Voice Bot that responds in real time allows for maximum user experience. Human feeling and the fluidity of interaction are aspects that they will improve contact center IVR flow and customer satisfaction. Using this technology, you will be able to save time and resources , as Voice Bot can automate processes that are normally typical of human work.

  • Manage phone calls outside working hours. In fact, users can be supported automatically or contact numbers recorded so that they can be called back later.
  • A customer service bot can be inserted, which can provide information about the company and its products or services.
  • The support voice bot can try to solve customer problems without having human contact. For example, you can identify the status of an order by checking the customer’s phone number in some CRMs and listing this information by voice.
  • Automatically book a meeting or appointment.

It is important that the flow of the conversation is as specific as possible, with closed questions that involve affirmative or negative (yes or no) answers. Voice Bot is an iterative process, which therefore aims to progressively get closer to the desired result. Precisely for this reason it is important that the results are constantly monitored, in order to evaluate the performance of the bot and optimize them day after day, constantly improving the interaction with customers.


 
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