After reviewing the statistics of call distribution expanding by requt topics, it became obvious that the majority were for typical tasks, such as clarifying information about an order, calculating the cost of sending, or changing the delivery date.
We propos replacing the regular
IVR call center voice menu with c level executive list expanding Smart IVR, supplement with speech synthis and recognition technologi within the additional Qution-Answer function.
To ensure that the capabiliti of the smart menu are not limit to routing calls using voice commands, we have set up integration of the PBX with the company’s CRM system to load and voice user variabl directly during a conversation.
Thus, in just a week, the menu includ a fraud in brazil: why is the country one of the most affected by fraud function for clarifying the delivery status using a voice robot.
Rults
According to the head of the call center, after email leads database just one month of using the Qution-Answer function, the participation of operators in informing about the delivery status dropp to 5% – the remaining 95% of such requts were procs by a voice robot. This made it possible to ruce the workload on operators by 2% and ruce the waiting time for a rponse.
 the functions of the voice robot in order to transfer most typical requts to it, including placing delivery orders, as well as outgoing communications relat to mass calling.
