Back Office: Get to Know Visor.ai’s Platform
Visor.ai has grown and, based on this growth, we have presented several success stories. Our automation solution helps customers to achieve optimal results. So we thought it was time to get you to know it better. Let you know how the Back Office platform works and what makes it so accessible!
The Back Office (BO) corresponds to the human and software part that does not contact with customers. Some features we constantly stress is that it is low code and you don’t need any computer skills to use it. Therefore, anyone can use it without problems.
Shortly, in the BO, you can build the interactions of the chatbot. You can analyze data and build the knowledge base. As well as customize your communications (what appears to the user when everything is live). You can create and check what your chatbot responds to your customers.
On this platform, you customize your chatbot. You can streamline interactions with the client, without them being just basic text answers. Of course, at this stage, your knowledge base will already be defined. It is built at an early stage. It is a joint co-creation process between our team and the client’s contact center team.
In order for your bot to perform at its best it is necessary to meet three requirements: enrich the database, integrate it into your platforms (website or apps) and train it regularly.
How to Launch a Successful Chatbot
The first step is critical. Think of your chatbot as a house. In order for it to stand, it is imperative that it has a good foundation. This is exactly what you will do with your virtual assistant. You will give it the foundation it needs to stand upright. You’ll have to feed it with the questions and answers that your contact center deals with on a daily basis, knowledge intrinsic to your sector (such as concepts and expressions that your company uses), among others.
The second step is the official launch of your company’s communication channels. Before being launched, Visor.ai is concerned with having a customer-centric platform. That is, the platform is designed according to the feedback from our clients, adapting it to their needs. It is with the launching of the chat that you can complement your database and take metric information from the procedures and more regular issues of your customers.
The last step to get your bot working properly is maintenance. From the interactions you will have with the public, you will be able to analyze the questions that your virtual assistant was able to answer successfully, those it had doubts and those it did not know. Many times, when the chatbot doesn’t know how to answer it is because that question doesn’t exist in the database. In our platform you can add it easily, using the training block.
On average, with Visor.ai, the entire bot implementation cycle takes 6 weeks. In the first two to three weeks, the creation of the first knowledge base begins. If the client already has conversation scripts or some kind of list of client questions, this information is used. If they do not have or want to speed up this phase, they can use Database templates created by Visor.ai. At the moment, there are templates for the banking and insurance sectors.
In the remaining weeks, after the creation, Visor.ai gives training to the teams that will work with the Back Office. It is at this time that the clients complement the already existing database and make the final adjustments for the official release of the bot.
Although this process is very accessible, our clients are always supported by the Visor.ai team, having all the necessary help at any time.
Another added value of our platform is the ability to send information or advertising campaigns to your customers, both privately and more generally. Imagine that you have a special campaign for a group of customers who are interested in a particular product. On the Visor.ai platform, besides being able to define that specific group, you can also send a message/campaign just for them.
If you want to know more details about our platform, don’t hesitate to contact us!