Phone

Phone support is still the main service channel for most organizations and therefore, one that should provide very high quality of service for the customers. Current solutions, such as Interactive Voice Response and Speech Recognition, have proven not to be very effective in satisfying customers.

This lack of satisfaction is usually due to the limited quality of these applications, systems that are not user-friendly and poorly integrated - both with other service channels and knowledge.

Artificial Solutions introduces the CSO Virtual Speech Agent (VSA), an application that differs from classic hierarchical speech recognition solutions, as it allows a more natural interaction with customers thus being tightly integrated with the Customer Service Optimization (CSO) platform.

The tightly integrated platform enables the Virtual Speech Agent to take advantage of the Knowledge created during the customer dialogues across the different applications of the CSO suite, such as the CSO Virtual Chat Agent (VCA).

The immediate advantages of the integrated platform are:

• The knowledge is improved and added based on real customer dialogues in order to gradually manage a higher percentage of the phone calls.
• The CSO VCA answers frequently asked questions (FAQ) and can automatically transfer calls to other service channels or to a live customer service agent.
• Customers receive uniform responses regardless of the chosen service channel.
• Seamless integration to different back office systems and applications like Customer Relationship Management (CRM).