Services Automation? GoContact and Visor.ai Can Help!
Last month, GoContact and Visor.ai presented us with a fantastic webinar on service automation. The speakers were João Camarate, GoContact founder and CTO, and Gianluca Pereyra, Visor.ai co-founder and CEO.
Both GoContact and Visor.ai are companies specialized in contact center automation, having each one its focus.
In a webinar with sold-out registrations, they answered questions regarding the real-time resolution of customer problems and how to make contact center operational and human resources more profitable.
GoContact: Voice Automation
The webinar had two parts. The first one started by João Camarate, with the theme “Artificial Intelligence that Speaks.”
João explained that GoContact started developing voice automation solutions about three years ago.
The great bet was to invest in a technology that would help to manage the large volume of contacts that this service channel receives. In other words, a technology that would allow us to automate conversation flows in telephone calls.
Before talking about the use cases in production, João explained that the GoContact platform provides the creation of automated conversations between those who call the contact center and the contact center itself.
GoContact uses numerous technologies for voice automation. Voice recognition and Text-to-Speech (technology that allows you to pass text to audio), from Google, are some of them.
Also, the platform supports multilingual conversations. That is, depending on the language spoken to the bot, it can easily give back in the same tongue.
These technologies split themselves into two parts: the one concerning GoContact.ai and the one regarding GoAnalytics.
Starting with the last one, GoAnalytics is a platform for viewing the resulting data from the Contact Center.
On the other hand, GoContact.ai is a low-code automation platform for contact center services. That is to say that you don’t need specific or technical knowledge to use it.
As already mentioned, this platform aims to automate services through the voice channel. However, it intends to extend its automation to chat and email channels. The partnership with Visor.ai, a specialist in these two contact channels, comes in to fulfill that intention.
What problems can GoContact solve?
By using Artificial Intelligence, GoContact offers an efficient solution that can solve problems such as:
- Identifying the reason why people made the call
- Categorize correctly and forward to the respective agents
- Eliminate waiting time in processes that can be automated, including data collection
- Decrease the average call time by pre-processing them.
How is voice automation put into production?
To set this technology in motion, we must take three points into account.
The first point concerns the analysis of the use case. That is, to study the service and what are the factors that this technology will automate.
Secondly, regards the implementation of natural IVR (Interactive Voice Response). In this phase, is where we define the paths and the validation of intentions so that the bot can respond in real-time.
Finally, there’s the implementation of voice bots for each use case. At this stage, we define conversation flows. We create interaction flows, as well as panels of analytical data (in GoAnalytics).
GoContact: Use Cases
To clarify what happens when implementing a voice bot, GoContact took three use cases to the webinar.
Each of these bots has its specified flow. That is, it’s not a single bot with the know-how of all themes but individual bots, and each one has an intrinsic subject.
The examples brought by GoContact covered the health, logistics, and catering sectors.
The first example, health, was a call to schedule an appointment.
In a natural conversation (hence the natural IVR), the client said what she wanted, and the bot, through data collection, processed the request.
At the end of the call, the bot collected the data needed to make the appointment and forwarded it to an agent for further processing.
The second case was curious as it exemplified the handling of the error. In other words, the situation described did not go as planned. To overcome this problem, the bot, through different paths, reached the desired end and solved the customer issue.
In the case of the catering sector, the client explained the reason for calling (pizza order), and then a form was filled out based on addresses, digits.
Through the ordering know-how defined for the bot, it can process the order and give it as fulfilled.
ROI: Return on Investment
Finally, GoContact founder comments on the expectations of investing in an automation solution.
The main goal is to decrease the time and cost of calls, and companies can achieve that with partial or full automation of contact center services.
Furthermore, automation decreases the number of internal call transfers and increases customer satisfaction by being answered more quickly.
Visor.ai: Chat and Email Automation
The second part of the webinar, as already mentioned, had one of the co-founders of Visor.ai. A company specialized in the automation of communication channels, namely chat and email channels.
Gianluca presented “Technology at the Service of People.” He also highlighted some crucial points of the young company’s growth. Such as, for example, the Visor.ai solution is already in three continents, despite the few years of existence.
What to know before automating the chat and email channels?
Visor.ai’s CEO explains that it’s essential to know specific points before proceeding with the automation of communication channels.
Gianluca reinforces that it’s imperative to know what the goals are and have them well traced from the beginning.
After analyzing your company’s results, check which factors need to be optimized.
If you take days to answer your emails or if case resolution costs are too high, it’s worth thinking about an automation solution.
Once you know the general objectives, you need to consider more specific purposes. That is, which are the most frequent requests/questions you want to automate.
Once you define these parameters, it remains to choose the contact channel to be automated and who will be responsible within the company for this process.
Visor.ai’s team was in charge of building these processes from scratch so it could fulfill their desired specificities.
Visor.ai: Chatbots Use Cases
To illustrate chat automation, Visor.ai’s speaker took to the webinar Tranquilidade‘s case.
With this implementation, it obtained an average of 70% of automated requests without the intervention of a human agent.
However, when automation of case resolution isn’t possible, conversations are redirected to an assistant who answers in real-time.
As with the GoContact platform, bots collect information during the conversation. So when it passes to the agent, he already has all the necessary information to follow up on the process.
Gianluca also adds that by knowing the most frequent processes, there’s the possibility to integrate the Visor.ai platform with the companies’ internal systems.
With this integration, whatever the economic sector, you can issue documents, change payment methods, generate trade leads, among others.
To present another case of contact automation, Visor.ai’s CEO took the example of FOX and its advertising campaign.
The objective of this campaign was to find the new voices for the promotion of the TV channel series.
In this case, the bot’s information update had to be weekly, and the team in charge had complete autonomy to do it on the Visor.ai platform.
This autonomy comes from the platform being cloud-based and low-code, not requiring technical knowledge.
Advantages of Automation
Visor.ai’s customers, on average, have seven out of 10 automated contacts.
To obtain these results, Gianluca states that the Visor.ai’s templates for each economic sector help a lot.
These templates, created according to the specifications of each sector, significantly speed up the process of setting up the solution and its release to the public.
In addition to customer support, Visor.ai chatbot can aid in the internal support of companies in specific departments, such as Human Resources.
As for email bots, the processes are very similar to what happens in chatbots. However, their automation has some particularities.
After the goals set, it’s necessary to define the flows. That is, which processes to automate.
There are three process levels in email automation:
- Categorization – the bot only sorts the orders according to the theme
- Routing – in addition to categorization, forward the email to the respective department
- Treatment – carries out the previous processes and resolves the request.
In this implementation, the IT team of the companies has to be involved, since they work on ticketing platforms.
Possibility of Evolution
Whichever channel to automate, you can always get the user’s behaviors, through metrics.
Through these parameterizations, it’s possible to see which internal systems need to be included in the processes, namely REST and SOAP APIs.
Still, for the evolution of the solution, integration with CRM (Customer Relationship Management) platforms is possible.
At the end of these presentations, the speakers answered questions posed by those attending the webinar.
One of them was about the impacts that process automation can have on jobs.
The answer was simple. Automation is just a help for the attendees to have more time for tasks with a more significant impact. The speakers also added that the number of contact centers has been increasing, and automation is not enough to account for the increase in consumption in society.
Another question was about the possibility of implementing these solutions remotely.
The answer is YES! Both platforms can be implemented and integrated remotely, without customers or providers having to move from their homes.
Finally, the question everyone wanted to ask: what are the reasons for the alliance between GoContact and Visor.ai?
João Camarate answered, saying that is a challenge to have automation with quality and to have that great quality, you need to focus.
Since GoContact focuses on voice automation, it searched the market for a company capable of complementing its solution, i.e., to guarantee the quality of chat and email automation.
In that research, they found Visor.ai and is how the union between the two companies came about.
The webinar still had some surprises, but to know what they were, watch the full video.
Design: Ana Rolo Text: Filipa Perdigão