Choose a Use Case


A sample of numerous use cases increasing your digital level

Intelligent Calls Routing

Intelligent calls routing can help you to maximize effectiveness of your contact centre and ensure optimal routing of inbound calls to proper agents by call reason, sales potential, agent skills or by customer.

Together with our AI technologies such as voice virtual assistants you can automate routine calls and be available 24x7 with no capacity limits. Our solution helps you to reduce costs, increase sales conversion and improve customer experience.

Description of Digital Contact Center | popis Digitálního kontaktního centra s hlasovou asistentkou

Voice assistant covering initial conversation with customer

The goal of this voice virtual assistant is to understand customer requirements by asking open-ended questions for example, "How can I help you" and address the main types of typical customer requirements. After the customer responds, the assistant continues the more specific conversation. For more complex areas, the virtual assistant seamlessly routes the call to another virtual assistant or agent with the correct set of skills.


Benefits:

Higher utilization comparing to IVR
Identification of sales potential
Better customer experience comparing to IVR

Voice assistant for Czech Rescue System

The goal of this voice virtual assistant is to handle event reporting for the Czech Rescue System and the fire brigade. During the call, the assistant collects information about the event such as the object of the fire, the location (the assistant manages to process the complete address, or reference points f.e. significant building, number of highway exit, etc.), the number of wounded, the number of people on site. Our virtual assistant requests the telephone number and name of the notifier. At the end of the call, the assistant makes sure she has the correct informations and passes it on to the fire brigade. The virtual assistant conducts a fluent conversation with the customer in the Czech language.

Voice assistant for technical helpdesk

This virtual assistant can solve major types of internet malfunctions, TV or other technical issues where it is necessary to diagnose network issues, restart the router connection or configuration of internet settings. The virtual assistant can handle all routine calls on the first line of the helpdesk. The virtual assistant conducts a fluent conversation with the customer  in required language.

Description of Digital Contact Center | popis Digitálního kontaktního centra s hlasovou asistentkou

Automated E-mails Processing

Intelligent e-mail routing automatically classifies e-mails into predefined categories and routes incoming e-mails to the correct departments/agents accordingly.

Text analytics extracts meaningful information from unstructured text data, eg customer name, contract number, product, date. It can also anonymize passages, classify sentiment, detect toxic comments, summarize or translate.

Description of Digital Contact Center | popis Digitálního kontaktního centra s hlasovou asistentkou

Calls Classifier and Analytics

Call Analytics classifies all inbound calls, provides statistics and trends. It allows identification of inbound calls root causes and leads to reduction of number of incoming calls.

You can get real time statistics allowing you to identify a change in trends immediately and give proper instructions to call centre operators in case of an emergency situation. You can get regular dashboards and initiate changes in product design or technology to reduce number of calls.

Description of Digital Contact Center | popis Digitálního kontaktního centra s hlasovou asistentkou

NLP Chatbots and Videobots

We developed our own chatbot engine based on Natural Language Processing and Machine Learning. Our platforms support major languages, but we have excellent success rate in non-major languages such as Slavic or other EU languages. For example, we covered Czech/Slovak languages respecting their complexity, specific sentence composition, inflection, etc. The NLP engine supports fluent voice human-like conversation as well as usual chatbot text or visual communication.

Description of Digital Contact Center | popis Digitálního kontaktního centra s hlasovou asistentkou

Visual and Voice AI Recognition

Our models will help identify the customer by visual AI and customize your commercial proposal. Can detect the number of persons, age, sex and other various parameters. Models can also detect selected items in video or real-time.

With AI voice models, you can detect and classify different types of sound. It can also recognize the voice and count the number of people talking, assign a speech to a specific person and many other use cases.

Description of Digital Contact Center | popis Digitálního kontaktního centra s hlasovou asistentkou

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