Is customer service drowning in calls, inundated with complaints or inquiries? It’s hardly surprising. 55% of French customers opt to use their phone to contact companies according to the French Customer Service Observatory (Observatoire des Services Client).
However, did you know that a callbot can completely independently deal with 40% of customer requests handled over the phone? Callbots powered by artificial intelligence are the best option for your call center for automating customer support, improving customer experience, and reducing the workload of your call center agents. We’ll explain how in this article.
What Is a Callbot?
A callbot is a vocal conversational agent that, thanks to artificial intelligence, can independently and naturally understand and respond to customer inquiries over the phone.
How a Callbot Works
Callbots use two main technologies: voice recognition and speech processing.
The bot uses these technologies to:
- Understand the user’s vocal request
- Transform it into text to analyze and process it
- Formulate an answer in the form of text, and then convert it back into words for the person on the other end of the line
What Are the Differences between a Callbot, Voicebot, and Chatbot?
You could quite easily confuse a callbot with a voicebot. The only difference is how they communicate. If they communicate via the phone, it's a callbot. If it uses a channel other than a phone, for example, OK Google, we call it a voicebot.
As for chatbots, they communicate via text using speech processing or TTS (text-to-speech).
The Benefits of Callbots in Customer Service
Let’s have a look at the main advantages that integrating a callbot could bring to your customer service:
24/7 Availability
Unlike in manned call centers where your customer service agents have fixed working schedules, callbots are available to your customers at any time, day or night.
Without requiring human intervention during calls, callbots take less than 3 seconds to understand spoken requests from customers and reply to them.
Reduced Waiting Time
Your customer can benefit from instant assistance over the phone with a callbot. Even if human intervention is required in some instances for specific problems, customer requests are first screened by the bot to reduce waiting times. This reduces the average wait times by around 40%.
Live Automatic Customer Service Request Management
The main advantage of callbots is their ability to independently respond to customer requests. Everyday demands can be entirely dealt with by the bot without needing to go through a customer service representative. With YeldaAI, over 50% of calls are dealt with in this way.
Reduced Company Operating Costs
A callbot can increase operational productivity by 59%, reducing your company's costs. You can invest that budget elsewhere in the company, by further improving your customer experience.
Improved Customer Experience
According to Siècle Digital, a French Digital Media outlet, 90% of customers are happy with the quality of conversational agents operating in France. Companies that implemented a bot saw customer satisfaction increase by 8%. This isn’t surprising given that 72% of web users prefer to solve their problems independently without having to resort to contacting customer service.
Customizable According to the Company’s Needs
With YeldaAI, you can customize your callbot to ensure it perfectly matches your brand identity and can deal with both the everyday and specific requests from your customers.
Discover the YeldaAI Callbot Creation Tool!
How Are Callbots Typically Used?
Here are the most frequent uses for callbots:
- Call Classification: An incoming call can be classified according to the type of customer request online. Callbots can handle every incoming call and transfer your customer to the right person.
- Product and Service Information: Your customer is unlikely to need to speak to somebody to get information about your products and services. Callbots can provide them with up-to-date and accurate information on their own.
- Answering Simple Questions: You can save a list of the questions frequently asked by your customers so that a callbot can simply answer them over the phone. This allows your customer service representatives to focus on the more specific requests that require human intervention.
- Managing Complaints: Complaints are part of an often specific and time-consuming process. Callbots can manage these processes, allowing for increased productivity.
- Meeting Management, Reminders, and Alerts: A bot or a callbot can be used to simply automate the management of meetings, alerts, and reminders.
- Redirecting Calls: Your customer service representatives offer no added value if they have to spend their time transferring calls. Callbots can manage, forward, and redirect calls so that your employees are only called when needed.
- Case Follow-up and Management: Callbots can follow up on customer service request tickets and cases vocally as conversational assistants.
- Updating Files: Your customer files need to be kept up to date and callbots can be put in charge of this while and incoming calls instead of your customer service representatives.
- Customer Satisfaction Surveys: Automate customer satisfaction surveys by delegating them to a callbot and improving the customer experience.
- Managing Call Overflow: To deal with a huge number of incoming calls, callbots can handle of certain requests while transferring customer calls to the right customer service representative.
As you’ll have understood, callbots can be used for a broad range of solutions. You could broadly classify them into 2 groups: transactional callbots and routing callbots.
A transactional callbot is designed to complete specific tasks like setting up meetings or completing purchases, for example. A routing callbot, as its name indicates, is mainly used to classify customer needs and inquiries and route customer calls to the right agent.
How Do You Integrate a Callbot into Your Company?
Integrating a callbot into your call center isn’t a particularly complicated process, especially if you choose a tool like YeldaAI. This allows you to set up and adjust your bot in just a few clicks and without code.
- Define Your Company’s Needs and Objectives: This will help you to better determine what your everyday customer requests are and priority use cases to effectively integrate callbots into your company.
- Choose the Right Callbot Supplier: There are different callbot solutions for companies, including our YeldaAI callbot. What do we offer? An ultra-customizable nocode platform.
- Plan the Implementation: This is a crucial part of ensuring that your callbot is useful in the long term and does everything that you need it to do when the time arises.
- Personalize and Configure the Callbot: Thanks to the nocode YeldaAI platform, you can personalize your use cases from many different modules for FAQs, customer service, HR, marketing, leads, etc. You can also integrate your conversational vocal agent into customer relationship management (CRM) solutions like Salesforce or Zendesk.
- Test and Alter the Callbot: The testing phase is essential for ensuring that customers are happy with your callbot right from their very first AI call!
- Launch your Callbot and Let Your Customers Know: Before you launch your callbot, let your customers know so that there won’t be any surprises the next time they call you.
- Monitor Performance and Gather Feedback: Monitor the precise performance indicators provided by the YeldaAI platform to ensure your users are happy.
- Constantly Improve and Optimize Your Callbot: Much like in step 7, constantly gather information on what your customers think of the callbot so that you can guarantee a customer experience that delivers 100% satisfaction.
How Much Does a Callbot Cost?
When you want to integrate an intelligent vocal bot into your customer service number, the first question you’ll ask yourself will be about the price.
Typically, the cost of installing a callbot includes setup fees, which are typically around €40,000 for most providers. However, the setup costs for YeldaAI are €0. You just pay to run the bot, which is €0.15 per minute of communication. This is well below the cost of a customer service agent!