An expert adviser. 24/7
Fully trained and always up to date with the latest information, an intelligent virtual assistant is capable of carrying out a multitude of tasks from sales to technical support.
They can ask potential customers questions to help narrow down selections, encourage existing customers to login for a more relevant experience and access third party data via APIs to provide additional knowledge such as phone manufacturer details.
They can be proactive and recommend better data contracts based on the customer usage, or an early upgrade as reward for a customer that might be saying something that makes your digital employee think their about to switch providers. And if that doesn’t work you simply switch the customer to a live agent, complete with the conversation so far.
A digital employee can understand customers, regardless of how they ask a question. Not just the simple questions such as “What are the roaming rates for Brazil?”, but also understand that when the customer continues the interactions and says “and in Mexico”, that they are still enquiring about roaming rates. In fact, Teneo based digital employees are even able to bring a customer back on track to the original query if they digress onto another topic.
Even complicated technical descriptions doesn’t faze an intelligent virtual assistant. With a range of tools at their disposal such as extended panes to display additional content such as videos, outside of the interaction, a conversational AI chatbot can handle even the trickiest of explanations to customers.
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Chatbots: The Definitive Guide (2020)
