In an environment where technology is advancing at lightning speed and consumer expectations continue to rise, it’s imperative that companies adopt innovative solutions to improve their customer service. Among these solutions, callbots stand out for their ability to revolutionize customer interactions. The French customer relations observatory (Observatoire de la Relation Client) states that 55%* of French people use the telephone to contact their support service. These conversational agents, powered by artificial intelligence (AI), offer continuous assistance, available 24/7, enabling companies to respond to web users’ needs efficiently and, above all, without interruption. Discover how these virtual agents can transform your customer relationships, simplifying processes, generating business and improving satisfaction on both sides of the phone!

Reduce costs, simplify processes

Callbots have a significant impact on reducing operational costs by automating repetitive interactions with users. According to a Capgemini study on conversational interfaces, 76%* of companies report tangible benefits from implementing voice assistants. In particular, this translates into a reduction in customer service costs of over 20%*. By automating responses to frequently asked questions, and directing more complex calls to human advisors, voice assistants reduce staffing requirements while maintaining quality service.

Thanks to their ability to handle simple requests quickly and efficiently, they enable companies to benefit from a reduction in call-backs, which are often costly and time-consuming for businesses. By reducing these redundant interactions, callbots optimize employee time while ensuring greater customer satisfaction. What’s more, reducing the number of calls helps improve employee morale and reduce turnover.

Generate business, pre-qualify calls

By being available 24/7, bots give companies the chance to never miss an opportunity, even outside office hours. They can handle inquiries, provide information on products and services, and even initiate sales, all without human intervention. According to a study by Accenture, companies that take advantage of AI, including callbots, could increase profitability by 38%* by 2035 by increasing productivity.

What’s more, they are an excellent tool in call pre-qualification. Voice assistants can gather relevant information from users before transferring the call to a human advisor, enabling sales teams to focus on high-value opportunities. One of our customers using this tool reports that their bot fully handles 25% of calls and pre-qualifies 60% of the remainder, enabling advisors to shorten application processing time. In this way, intelligent pre-qualification optimizes the use of human resources, improves team efficiency and can also increase conversion rates.

Improving customer satisfaction and the employee experience

One of the most notable benefits of callbots is their ability to eliminate waiting times, which is crucial to delivering a positive user experience. With new consumer expectations on the rise, responsiveness is also key. According to AMARC (Association pour le Management de la Réclamation Client), a response time of less than a few hours translates into 10% perceived tension, while a delay of over a day generates 40% tension. Thanks to bots, Internet users no longer have to wait for answers to their simple questions, which reduces their frustration and improves their overall satisfaction. A Forrester survey shows that 73% of consumers say that valuing their time is the most important thing a company can do to provide good service. On the employee side, these virtual agents can play a supportive role, providing real-time information or taking over time-consuming tasks. This enables them to concentrate on more complex and rewarding interactions, while reducing the stress associated with managing repetitive requests.

Our customer MACSF has implemented a callbot to extend the support department’s opening hours and pre-qualify policyholder requests. The bot prequalifies over 80% of incoming requests, generating a better user experience, an increase in the number of subscriptions and a smoother request processing process.

Today, virtual assistants are essential tools for any company seeking to optimize its customer service and improve the employee experience. By reducing costs, generating qualified leads, and offering a better user experience, these technologies pave the way for more agile and efficient management of customer and employee relations.

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