Use Case:
Pioneer for innovative technologies in customer service
Increase adoption and use of innovative technologies for higher levels of automation.
Intelligent callbacks & voice assistants for a truly unique customer experience
Thanks to virtualQ’s expertise in data science & machine learning, we were able to integrate an innovative and straightforward voice solution into our service. We can now use the valuable time spent in dialog with our customers even more efficiently.
Ralf StoltzManager Customer Development 
Challenges
- Customers feel unappreciated and rejected by voicebots
- Callers shy away from
contact with voicebots - Callers lack trust in
voice assistants - Bots have difficulty processing keywords without context
- High call abandonment rate whenever automation is trialled
virtualQ
- Acceptance of voicebots can be increased with with intelligent callbacks
- Callers receive a callback offer in X min
- To better prepare the agent for the callback, customers are asked about their inquiry
- Offer of assistance via bot which may render the callback obsolete
Benefit
- Unique customer experience
- Customer appreciation of service level
- Increased bot usage & aceptance
- Increased automation rate
- Shorter AHT due to improved agent preparation
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