AI voicebot for contact centers

The solution can be used to handle incoming calls, assist customers, and provide information or support. Here’s how it can work for your contact center:

• Call routing: Any inbound call can be first routed to the AI voicebot – which is ready to understand and respond to the customer’s queries
• Natural language understanding: The voicebot uses Dialogflow’s NLP capabilities to understand the customer’s language and intent
• Intent recognition: The voicebot recognizes the customer’s intent via a specific request (e.g. checking account balance or opening hours)
• Dialog management: The voicebot will maintain an understanding of the conversation flow and is able to adapt and respond accordingly
• CRM integration: The voicebot can be connected to other systems via webhooks to retrieve or even update customer information
• Transfer to human agents: If the voicebot determines the request to be too complex, it can transfer the call to a human agent for resolution
• Continuously improvement: Due to its AI capabilities, the voicebot learns from every interaction which improves effectiveness over time

VCC Live’s AI voicebot feature is powered by Google’s natural language understanding platform, Dialogflow.

It allows for the creation of chatbots, voice-controlled applications, and other interactive conversational technologies.

Dialogflow uses machine learning algorithms to understand and interpret inputs and generates appropriate responses.

With more customer interactions, the platform learns more about your customers thereby enabling continuously improved responses.

Given its integration abilities, it serves as a highly useful technology for supporting tools such as VCC’s AI voicebot.

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