Maximum efficiency
The voicebot gathers the required information to quickly arrange a tow or assistance. The call is efficiently tailored to the specific situation of the caller.
Call script design
The call script is carefully prepared in accordance with the specifics of the client's assignment (conveyed in SIP headers). Data (registration number, etc.) is validated against the EA database for maximum identification accuracy and converted to standardized values as required by EA. At the same time, direct transcripts of the caller's speech (Speech To Text) are transmitted for security reasons.
The caller communicates the location by text message, or simply by speech. At the caller's request, the call can be transferred to a human operator at any point during the conversation and all information already obtained will be transmitted immediately (a warm transfer). At the end of the call, the data is transferred via the web service to EA, the call is terminated and evaluated in the helpdesk system.
The voicebot reduced the average call by 3 minutes compared to the call carried out by human agents (4 minutes vs. 7 minutes). The availability of telephone lines supported by the voicebot is 25% higher compared to the lines without it.
Approximately 80% of customers who were assisted by the voicebot were satisfied with the service. During April 2021, the robot handled 3,092 incoming calls through 3 channels: 38% directly from people who needed assistance, 17% via the EA WebApp and 45% via an operator. Approximately 600, or 36% of the calls were fully automated. This resulted in a substantial cost reduction.
EA is interested in equipping their call centers with voicebots in France, Belgium, Spain, Italy, Poland and the USA. In the Czech Republic they achieved remarkable results in a very short period of time.
