AI Talk Bot

Talkbots are software powered by artificial intelligence (AI) that allow a caller to navigate an interactive voice response (IVR) system with their voice, generally using natural language. Callers don’t have to listen to menus and press corresponding numbers on their keypads. They speak to the IVR in a simplified simulation of a call with a live operator.

Handling outbound calls

At times, businesses feel the need to run a promotional outbound campaign. This is where talkbots help them call hundreds or even thousands of prospective customers. If a customer is eager on getting to know the details, the talkbot can relay the call to an agent. Talkbots also help businesses run customer service evaluation surveys.

Authenticating Customers

In most businesses, before an agent can handle a query involving a customer, they must validate their identity. This can be difficult to scale up and frequently leads to long backlogs. With talkbots, businesses can run the whole client verification process without engaging with a human. The talkbot can request the caller to share details about their data, quickly run it by the system, and confirm their identity and the same procedure can be carried out for thousands of clients together.

Customer support and self-service

Talkbots assist utility customers by providing instant and automated responses to inquiries related to billing, account information, service disruptions, and payment options. They offer self-service functionalities, allowing customers to report issues, schedule appointments, and obtain information without the need for human intervention, resulting in faster and more efficient customer support.

Data analytics and insights

Talkbot interactions generate valuable data on customer preferences, inquiries, and service usage. Utilities can analyze this data to gain insights into customer behavior, identify patterns, and improve service offerings. This data-driven approach enables utilities to better understand and provide customer needs, ultimately increasing the overall customer experience.