With AI chatbots, Webio customers automate an average of 75% of tasks and some go as high as 90% automation, which lifts the time pressure from agents and greatly improves productivity. In this agent-bot team, each member works to their own strengths to best carry out customer engagement, and the whole process is managed in a single area.
AI blended with agents beats AI on its own and significantly outperforms agents on their own. And Webio is an expert at getting this agent-bot working relationship right and in fully compliant conversation design.
Intent Recognition picks up what the customer is revealing and labels it (e.g. Vulnerable, Payment) to equip the agent for further actions.
Gather entities, such as dates, from within an unstructured response without having to ask for each piece separately.
AI offers a selection of the most effective reponse options to the agent to choose from thus relieving pressure and increasing productivity.
Quickly see the main thread of a conversation without reading the whole transcript, which is useful if an agent is coming back to or taking over a conversation.
AI uses customer intents to determine the best conversation route. Also, chatbots will only hand over to agents when they cannot deal with a query themselves.
Have an intelligent copilot work alongside agents to advise them using response suggestions, and to sound alerts when issues are flagged, e.g. ID&V has expired.
Agents are a contact centre's most valuable resource and partnering them with AI keeps them well-trained, highly effective and happy.
Agents prefer digital messaging to talking to customers on the phone, which makes the job more appealing to potential recruits.
AI simulations of real-world customer conversations are an excellent way to train agents.
Having AI as a co-pilot to agents equips them with accurate customer data and guidance. Furthermore, the AI chatbots handle the routine, tedious tasks and hand the more interesting issues to the agents, which gives them greater job satisfaction and purpose.
If agents are empowered, satisfied and feel fulfilled in their work, they are more likely to stay. This is especially true where the mental load is lifted from agents by having the AI come alongside them to help relieve the work pressure.
Webio Campaigns provides full campaign control and flexible options with Smart Scheduling which offers useful management features such as throttling or increasing the speed messages are sent which manages available resources.
Since digital communication is asynchronous, campaigns can be paced according to the number of agents available to handle the conversations.
Both Inbound and Outbound Campaigns are simple to set up and manage.
Webio is vigilant about ensuring compliance across all bot conversations to keep companies safely within the governing regulations. All chatbot responses are approved by a human before going out to customers and Webio provides guidance for bot conversation design.
Since Webio uses a Custom Language Model for its AI chatbots, it can implement full control of the language the bots use. Using AI, the Webio bots offer a few pre-approved response options to the agents from a library of the most effective customer engagement responses. This lifts the pressure off the agents and helps them to respond correctly and quickly.
Script transcripts can use for quality control and training, as well as an audit trail.