Page 8 - The Road to Digitalization of your Contact Center
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Page 8 | Contact Channels and AI Bots Page 9 | Contact Channels and AI Bots
Bots field of application Identification, authentication, Benefits of bots Round-the-clock service
prequalification
For example, imagine a webchat on your website that provides • Time saving through automation When contact is established, the voicebot recognizes that the
quick and reliable information on the following topics: Customer identification and authentication • Increased efficiency and accessibility around business transaction involves the provision of general informa-
Automated identification and authentication gives cus- administrative processes tion, advice, or self-service and affords the customer the option
• Change of address tomers fast access to their data. The criteria can be flexi- of handling their request directly via the bot.
• Tariff questions bly adapted, for example, in the event of changes in • Managing peak times in your contact center This is followed by automation of general information provi-
• Locating the closest branch legislation or new requirements. • Churn prevention: artificial intelligence can be used sion and advice on standard processes as well as self-services.
• Contact person inquiries to identify customers at risk of churn. If the system This service is available 24 hours a day, 7 days a week.
• Status information on supplies and availability Prequalification of customer requests alerts you, you can use targeted loyalty campaigns to
• And much more The voice- or chatbot prequalifies the customer request encourage these customers to stay.
and, if provided for, processes the customer request as
Now take it a step further. Imagine answering those queries on the part of an automated self-service. If the customer request Important: We use service chats in a differentiated way.
phone, automated with voice bots. For more complex requests, is not processed on a case-by-case basis, it is prequalified After all, customers want to be in personal contact. Sounds exciting? On our YouTube channel
the bot will pick out the right employee and route the customer by the bot on a topic-by-topic basis and forwarded to you will find tutorials and presentations on
accordingly. the next best and available customer advisor on a skill- suitable solutions for your service center.
based and potential-oriented basis.
Klaus Thaler, Head of Customer Excellence
Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021 Germany: +49 6251 8622 500 | Switzerland: +41 31 917 52 00 | USA: +1-800-917-9060 www.bucher-suter.com | marketing@bucher-suter.com | © 2021
