What is Callbot?

Callbot is a voice assistant driven by artificial intelligence. A callbot is a software program capable of understanding customer intent in natural language and providing accurate contextual responses.

Unlike the method of operating by selecting and pressing keys according to a script like the Interactive Voice Response (IVR) system, Callbot will interact with statements such as: "How can I help you?". After receiving questions from customers, Callbot will automatically provide accurate answers according to pre-prepared scenarios. For questions that are not in the script, the system will automatically transfer the phone to the operator for direct answers. The new question content and answers will be updated in the system for automatic answers in the future. follow-up calls.

How does callbot work?

To carry out a conversation lasting several minutes, a Callbot combines different technological blocks capable of performing many complex tasks in a few milliseconds. When callers speak, the system detects their voice thanks to VAD (Voice Activity Detection). This audio is then converted into text using STT (Speech to Text) technology. Then, AI will analyze and determine the customer's request and then select the most appropriate answer according to the pre-programmed scenario.

The answer will be converted back into voice thanks to TTS (Text-to-speech) technology. These voices today have been developed to have the same intonation and emotions as real people. If you just listen, customers cannot imagine that the person talking to them is a virtual operator.

Difference between Callbot and Voicebot

Recently when new technologies are launched, you may hear other terms such as voicebot, voice agent, phonebot, virtual agent... All of these technologies are based on conversational Artificial Intelligence (AI).

A voicebot is a virtual voice assistant capable of conversing with a person thanks to its ability to understand human language. Siri, Alexa, and OK Google are all Voicebots. Voicebot can be installed on different channels.

A callbot is a voicebot set up via the call center channel. Unlike voice bots on smartphones, whose interaction time is usually only one or two consecutive sentences, talking with a Callbot is like a real phone call, which can last up to one minute, or two minutes. or more. Therefore, Callbot is capable of implementing a richer and more advanced scenario and can perform more complex operations within a limited scope.

Great benefits of Callbot for your business

Working 24/7

To manage large call volumes not only requires consuming a lot of resources but also puts pressure on agents. This leads to a significant decrease in service quality as well as causing businesses to constantly face telesales employees quitting their jobs.

However, Callbot can help businesses work 24/7 without the support of any employees. This helps businesses save human resources to focus on handling more complex problems.

Save operating costs

Callbot not only helps minimize the costs that businesses have to pay but also improves working efficiency. With the ability to automatically call and respond to customers, Callbot can operate independently under the supervision of fewer people, instead of having to operate a whole system of dozens or even hundreds of people.

In addition, thanks to the features of collecting information, reporting, analyzing, and extracting real-time data about customer care, it helps businesses control quality and have plans.

Consulting and customer care 24/7 with personalized content

Previously, customers often had to wait 2-3 minutes until they were connected to an operator. After describing the problem, customers may have to continue waiting to be forwarded to specialized departments, thereby causing unpleasant experiences.

IVR can handle this problem, however, these interactions are very less natural.

Via Callbot, customer interaction activities through the call center are automated, providing continuous feedback 24/7 with personalized content, suitable to customers' specific needs and behaviors. With advances in language and speech processing technology, Callbots can understand the context and human intent behind performing a task.

To sum up

With the support of Callbot, businesses will significantly increase the rate of support, consultation, and interaction for customers. Thanks to this, businesses can regularly optimize online personnel costs, promote opportunities to reach customers, and boost competitiveness with competitors in the market.

However, building a Callbot system is not easy. Your business needs to invest in technological equipment and a team of experts with experience in applying artificial intelligence. Simpler than Callbot, we have Auto Call - an automatic call feature according to a given scenario.

Auto call system software allows businesses to call a large number of customers in the list of available phone numbers, on the exact date and time installed, using messages from recording files or artificial voices on the screen. Customers will receive a call and can interact with the system using buttons or commands.

Auto Call service is often integrated into new technology switchboards such as StringeeX to make automatic outbound calls, gradually replacing simple calls previously made by switchboard operators such as order confirmation, customer service, etc. Customer care, marketing new products, appointment announcements, fee payment reminders, customer surveys...

There are 2 types of interactions commonly used by businesses when calling automatically:

• One-way interaction: only the way the business calls out, there is no way for customers to interact again.
• 2-way interaction: after automatically calling, the system allows customers to interact and connect directly with the switchboard and sales/consultation staff.

If you want to understand more about the application of this auto call solution for your business, StringeeX's team of experts is always ready to support you.