UC-314
Context-Aware Multilingual Voice Assistant
Answers everyday balance, interest and payment calls in the customer's own language, already knowing who is calling and what is pending.
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The Challenge
A large share of inbound calls are the same four questions, and each is answered by a person who first asks the customer to identify themselves again. Service capacity only grows by hiring more phone staff.
How It Works
- Connects to the phone lines and reads account records and prior conversations before answering.
- Answers common enquiries in the customer's language and places routine outbound reminder calls.
- Hands complex calls to a colleague with the story so far, and writes the note to the record.
What It Removes
- Queueing for a balance or due-date question
- Customers re-stating what the record already holds
- Routine reminder calls placed by hand
Input Data RequirementsTelephony connection, account and product records, prior conversation history, past call transcripts, agreed in-scope call types
Output FormatRound-the-clock multilingual assistant, automated reminder and renewal calls, notes written to record, containment and satisfaction reporting
“The customer is greeted by name, never asked twice, and reaches a person only when a person is what they actually need.”