WIZ.AI is committed and will continue to engage with the Growth Hacking ecosystem in SEA and contribute to the regional digital transformation.

• A common trait of many successful Silicon Valley companies is that they are very good at connecting people together, to create communities of users that in turn invite more users to join.
• Viral growth is not just a campaign, it is a journey of engagement and community that invites users to share their experiences with other users.
• User cases such as Google Docs, Dropbox, Uber, and Tinder demonstrated network effect is equally valuable in both B2B and B2C industries. However, B2B is more about targeted engagements Company by Company and the growing communities within the Company, while B2C usually grows city by city.
• One of the key approaches to tackling the Cold Start Problem is getting enough users to use the product at the same time. You will need to build not just the MVP (Minimum Viable Product) but the MVC (Minimum Viable Community) for your start-up to take off.
• When a certain size of network is built, there are couples of metrics to monitor the ongoing viral growth, including yearly & monthly growth rate, retention rate and the number of connections, etc.
• Growth hackers should be able to not only look at the micro but also the macro view on their strategy.

Call center’s efficiency is strongly tied with its capability and cost. Most enterprises struggle to stay flexible and be able to maintain a consistent high-quality service due to the volatile nature of contact center. Fortunately, WIZ AI offers the cutting-edge solution to break the industry bottlenecks and provide solutions to deal with changes in demand, high staff turnover, poor integration, and other problems that might occur. To better understand how WIZ.AI provides help to all those problems, here are 10 specific ways how WIZ Talkbots tackle the prominent challenges that are faced by traditional contact center and help them to achieve customer service excellence.

1. AI Based Automation

When it comes to customer service, most customers prefer to talk to a real agent compared to an automated system. Talking to the bot can sometimes make them feel uneasy, or even unappreciated. That is why, automating the call center service could often place companies in an awkward position. On one hand, it could significantly cut the operational cost. On the other hand, the company has to sacrifice the service quality and might result in customers being unhappy. With this in mind, WIZ.AI develops Talkbots as a top-grade solution powered by Hyper-realistic Voice Dialogue technology, which enables the Talkbots to speak in a Natural Human-Like voice and support conversations with localized accent such as standard English, Singlish, Mandarin Chinese, Bahasa Indonesia, along with several other ASEAN language and dialect. However, what distinct WIZ.AI Talkbots with other automated systems is its capability to handle interruption, recognize intention, and follow that up with appropriate clarification and chasing statements, just human agents. WIZ.AI Talkbots sound so natural that 95% of users are not even aware that they are talking to a bot. In conclusion, automating call center with Talkbots could help companies lower the operational costs, while staying customer centric.

2. Best Practice Preservation

Attempting to provide the highest standard of customer service, WIZ.AI Talkbots is trained based on successful conversations of the best call center agents. Then, the Talkbots will automatically streamline the dialogue and adopt the standardized workflow approach to meet the business objectives in different kinds of scenarios. 

Customer service training used to be one of the key measures for call center to minimize service inconsistencies and failures.  However, with the technologies developed by WIZ.AI’s, companies no longer need to rely on regular customer service training programs to maintain the best front line service quality. This also means the elimination of the training curve for new agents.

3.     One Call Solution

Another competitive advantage of WIZ.AI’s dialogue design and management could be attributed to its powerful knowledge base. Unlike human agents that sometimes need to follow up on the unsolved problem in the previous calls, WIZ.AI’s Talkbots are capable of handling a wide range of frequently asked questions and routine tasks. If the Talkbot is unable to follow up on customer’s inquiries, or if the matter requires hands on human help, Talkbot will automatically redirect the call to the appropriate human agent. With this foolproof system, customers’ issue can be resolved efficiently and effectively in one call.

4. Reduce “Dead Air” on Calls

Human agents are the spearhead of companies for customer reach out.  However, even though trained by the best customer service training companies, human agents cannot always deliver a flawless customer experience. Sometimes there are human factors that prevent agents from doing their best. One of the problems that mostly occur because of this, is Dead Air on calls. Dead air happens when neither the agents nor the customers have anything to say in the call. This long pause and silence during the call is the typical human factor that ends up lengthens call time, and worse it could give customers bad experience which in the end will reduce customer confidence. 

There are several reasons why Dead Air occurs, for example personal habits of the agents, fresh agents that have no experience, or even when customers asked about matters that agents are not familiar with. Whatever the reason behind it, customers tend to interpret the long pause or silence as agents’ incompetence in solving the problem they are facing. Consequently, customers were left with negative impressions and service experience. That is why, WIZ.AI Talkbots were developed with technologies that could guarantee immediate response to customers inquiries in 0.5 second. This could vastly reduce the potential dead air on calls and gives the customer more confidence in companies’ customer service.

5. Shorter Wait Time

When experiencing an unexpectedly high volume surge, the company has no choice but to put the customers on hold for a long period of time. To solve this problem,  WIZ.AI’s Voice AI is the right solution due to our ability to increase call center capability in a short amount of time and at a low cost. Instead of sourcing a larger call center, installing more equipment, hiring more agents, and providing long and dragging agents training, the company can simply deploy more Voice Talkbots to cater a surge in call during critical situations. The operation can quickly be scaled from one Talkbots to a hundred Talkbots in an instant.  With WIZ.AI’s technology, the company will become more prepared when facing unforeseen large increases in calls; and the customers will not have to wait and be left unattended for a long period of time.

6. Eliminate Repetitive Query

Beyond providing consistent customer service, WIZ.AI technology helps businesses to draw information through a comprehensive and user friendly dashboard. The system collects, transcribes, and analyses data from every single call engaged, providing deep insights about the company’s performance and customers’ preference. For instance, the most frequently asked questions potentially reveal that the relevant information about market response to a product that is offered to the customers, or the information about the most commonly required assistance potentially indicates an awkward existing current service’s function. With clear and concise data, the company then can act based on the data and improve the relevant aspects accordingly. After improvements are made the call center will no longer have to deal with those similar queries and instead could focus on more important tasks.

 

7.     High Quality Lead Identification

Beside the ability to spot the service gap in real time, WIZ.AI’s intelligent customer data report is also useful in identifying the high value customer. Leveraging on the customers’ preference and behavior that are reflected on detailed call data, the company could tailor a detailed telemarketing training for the Talkbots and then automate the out-bound service calls. Armed with the effective lead identification tool and outbound automation, the call center further boosts its operational effectiveness and efficiency.

8. Robust AI Evolution

In the traditional call center operation, management rely on regular and redundant training to maintain service quality; yet the benefits of customer service training do not reflect immediately. Compared to that, WIZ.AI’s Talkbots are a more preferable solution. Powered by the Automatic Speech Recognition function, the Talkbots conducts speech tests during every customer interaction; and its overall recognition accuracy improves as a result. Meanwhile, the human dialogue engineers, who play a similar role as the call center trainer, conduct ongoing evaluation and training to improve the Talkbots’s capability as well. If there is any new skill required to support the operation, the Talkbots can learn and deliver the mature & data-proven scenario experience immediately while simultaneously improving as the system gathers more data. 

9.     Omnichannel integration

Switching from one to another database or service platform is time consuming which could drag down and ruin the efficiency of business operation.  That is why Wiz AI technology is available for Omnichannel integration. For example, when supported by the integrated system, WIZ.AI’s Talkbots could access the customers’ information via the integrated CRM system to identify the high value customers and perform an outbound call for new product promotion. After the conversation with the customer, WIZ.AI’s Talkbots activated the integrated SMS and sent them the information in detail. By achieving a well integrated ecosystem of existing platforms, WIZ.AI’s Talkbots are able to deliver a quick response and service; at the same time create customers a sense of feeling that they’re in the right hands.

10. Workforce optimization and cost reduction

With the Talkbots helps to handle the routine issues, the call center agents are able to spend more time to service the high value customer. In addition, without relying on human support at a massive scale, the contact center is able to cut costs in terms of hardware expense, recruitment, call center courses designing, contact center training, agents retaining, and so on. Most importantly, the customer service excellence that is backed by Talkbot helps the company reduce financial loss associated with service failure compensation and customer loss.

Lead generation WIZ.AI

In this process, Prospective customers are also known as leads. In order to collect this leads companies need to engage in a process called lead generation. There are several ways companies could do lead generation. However, the most common and arguably the most effective way is through phone calls or a method called cold calling. A survey by Deloitte claimed that people still prefer voice communication over other methods of communication, especially regarding complicated matters. Cold calls also enable companies to reach their prospective customers faster, and in return allows companies to get faster and direct responses from the prospects. 

As effective as cold calls, however, it still comes with many disadvantages, such as the required resources and  somewhat unmeasurable return of investments. Not to mention when outbound calls didn’t get picked up, that lead might as well be considered lost, since it might not be called again in later time. Furthermore, counting human error as a factor, cold calls could be less reliable. Even the best call agents would have a bad day, and that day might be a good day for harvesting leads. Overall, using cold calls for lead generation is effective most of the time. However, it could be very unreliable and inefficient at times, more so if human errors are factored in. 

With the advancement of technologies, new tools started to emerge as solutions for better lead generation. Take chatbot as an example, with the existence of AI technology and several other supporting technologies, we can now build futuristic customer outreach tools that are entirely automated. Also, with such precise machineries the factor of human error could be minimized, thus ensuring the efficiency of the lead generation process. However, this futuristic technology is not free of disadvantages either. 

As good as chatbot technologies go, there are still limitations in the way they engage prospective customers. For starters, chatbot comes as a text based technology which means there is a high chance that the initial contacts they made with customers are completely ignored. Also, chatbots do not have the ability to classify the leads to single out the high value leads. Not to mention, the lack of originality and authenticity of chatbots when engaging the customers. In the end, chatbot could automate several simple tasks. However, the results are far from satisfactory. But what if there is a technology that combines the effectiveness of cold calling with agents and the efficiency of chatbots?

Effective and Efficient Lead Generation

To answer this problem, WIZ.AI comes with a technology called Talkbots, a conversational voice AI technology. Talkbots are highly specialized conversational voice AI assistants that can automate the many complex tasks needed to be achieved over a phone conversation, including lead generation. They are made up of a comprehensive AI system with the ability to engage multiple prospective consumers at once. Powered with ground breaking technologies such as Natural Language Processing, Text to Speech, Speech to Text, and other supporting technologies, Talkbots are able to interact with potential clients in a hyper-realistic way just like humans. This helps Talkbots to better identify high value leads. This means With WIZ.AI Talkbots, businesses could run a better lead generation process,  which in turn will generate better leads in terms of both quality and quantity

Talkbots also reduce the necessity for the company to put more resources into repetitive tasks. These resources instead could be put into more important tasks such as closing sales or customer engagements that require hands-on help. With Talkbots taking care of small repetitive tasks, the cost lead generation would be more efficient. Talkbots also consolidate all the best practice for lead generation, therefore there are no wasted efforts in every attempt to generate leads. 

Better than that, all of this could be done consistently since AI doesn’t get stressed by doing the same horrendous and repetitive task, which means the results would be consistently good. In addition to that, Talkbots also records every call with prospective customers. Every information of a successful call will be used to improve the Talkbots, making them better time after time, thus ensuring consistently better results in time. 

Ultimately, Talkbots are not only a piece of futuristic technology that is cool and convenient to have, Talkbots are the future of lead generation that could help companies to generate leads efficiently, effectively, and consistently gets better in the long run.

Remember how Google Duplex mesmerised the audience when it successfully booked an appointment with a hairstylist in a live demonstration? It was not only an introvert’s dream but also a sign of technological breakthrough in our times. Now that we have witnessed what A.I. can do for the consumer’s side, what about the business side of things?

Automation of appointment booking systems

Nothing is more exasperating than waiting for a patient to turn up at their appointment, only to realise there has a been a cancellation that you were unaware of. Every client who cancels their appointment at the last minute is a lost business opportunity. Someone could have replaced them if they logged in their cancellation or arranged for a reschedule at an earlier time. While an appointment booking system can partially automate this process, it still requires someone to man the computer or system. Ultimately, the most efficient way to mitigate cancellations would be to call every single client ahead of time to confirm their appointment booking status; but this is only possible with sufficient manpower which many small enterprises do not have. As busy individuals, reminders for appointments are also extremely useful and closely related to customer service excellence. What if we told you that the process of managing your appointments could be fully automated?

Wiz. A.I specializes in hyper-realistic talkbots that can manage your appointment booking system. From rescheduling appointments to logging cancellations, the talkbot is designed to call a large volume of your clients before their appointments to check their booking status and reduce last minute backouts. This would significantly increase the attendance rate and minimise the administrative nightmare of last-minute cancellations. 

One might argue that creating an appointment booking system on an app is another way to manage the high volume of appointments. However, it is always better to initiate first contact, which is why talkbots are perfect for this job. By calling customers at an ideal time, your business would be able to have enough time to make the necessary schedule adjustments which increases work efficiency by leaps and bounds. Additionally, being called by a company to confirm an appointment booking puts the customer at ease and leaves a positive impression of the company’s sincerity and proactiveness. This is standard of customer service excellence that many businesses would strive to achieve and maintain.

Appointment confirmation and its nuances — Can A.I handle it?

We’ve all seen how appointment confirmation processes can become complicated; with both the customer service personnel and customer flipping through their respective calendars to find overlaps. This back and forth exchange of “is this day okay” or “I can’t make it” can also contain a lot of nuances. Driven by A.I., machine learning, automatic speech recognition (ASR), and natural language understanding (NLU), the talkbot is able to accurately identify the intentions of the speaker and manage their appointments accordingly. Furthermore, it is also able to answer a whole bevy of frequently asked questions like the business’ opening hours and address.

The best part about the talkbot: most people are unaware of their existence. Over 90% of users thought they were conversing with a human customer service agent. Such hyper realistic, humanised experiences are a testament to the talkbot’s advanced text-to-speech system. Additionally, with highly customisable and user-centric scripts, conversations can be designed to be concise and efficient, reducing call and hold times.

While ASR and text-to-speech systems work hand-in-hand to provide the best customer service possible, the system’s continuous improvement further adds to its technological prowess. Machine learning ensures that the ASR system only increases in accuracy with every call and that the text-to-speech engine is further refined to provide an even more realistic caller experience. The talkbot is also an amalgamation of all your top customer service agents as the script would mirror their best practices and perhaps come in handy as an A.I. trainer for your newcomers as well. With machine learning, the peak performance of your best human call agents is now the baseline for the talkbot. Imagine the effect this would have on customer satisfaction.

The start of the pandemic was characterized by panic and a surge of calls for many healthcare organisations. If anything, Covid-19 has shown us how high call volumes can come at unexpected times. In the life & death urgency of a contagious pandemic, call centres need to be able to handle these volume surges to put their patients at ease. With such a short notice, it is impossible to hire a large number of call centre agents and administrative assistants, let alone train them to be able to answer business-related questions. In such cases, the talkbot is the perfect solution as it is able to handle the sudden increase in call volume with no time required to overcome a learning curve.

Now that Covid-19 has normalised the need to book appointments in advance, the demand for IT solutions that handle such bookings is also growing rapidly. When it comes to places like clinics and hospitals where overcrowding detrimental to safety, having a robust system for managing appointments is all the more crucial to maintaining public health.

Talkbots are more than a stop-gap measure for appointment bookings during a pandemic. It is also a viable and permanent solution that many companies can turn to. At a time where most business processes are being forced to digitise, many enterprises are already exploring IT solutions to increase work efficiency and reduce costs. Little wonder that A.I. solutions have increased in popularity in recent months, especially when many of these solutions have proven to be effective and can be implemented for the long term. There is no better time to venture into talkbots than now.

Imagine a future where you can have phone conversations with robots. And no, we’re not talking about monotonous sounding robots but hyper realistic ones that bear an uncanny resemblance to humans. Once in the realm of science fiction, this scenario has become reality today. Conversational talkbots are artificial intelligence (A.I.) machines powered by natural language processing (NLU), automatic speech recognition (ASR) and several other mechanisms that makes the hyper realism possible. These technologies translate to improved cost efficiencies through lower labour costs and increased sales volume. With that said, what are the benefits of incorporating talkbots into your call centre?

A disruptive technology in the world of business

It is in every business’ interest to reduce their costs in order to maximise their earnings. In a time of economic disruption, it is essential for businesses to ensure that their resources are optimised. When it comes to call centres, time consuming tasks include those that are repetitive in nature, such as calling customers to check in on their interest in a product or to confirm an appointment, for instance. When a call centre agent that is known to have a knack for securing sales is tasked to only confirm appointments, we would consider this to be a misallocation and underutilisation of talent. This is where Conversational A.I. Talkbots can come in handy.

Riding on the worldwide push for task  automation, conversational A.I talkbots can augment your existing workforce by automating repetitive calls such as sending appointment reminders or other relatively straightforward tasks. Improvements in Natural Language Understanding (NLU), Natural Language Processing (NLP) and Automatic Speech Recognition (ASR)  has equipped talkbots with the ability to identity the caller’s intent as well as nuances in their speech. By automating such repetitive calls, businesses are then able to divert their best agents to handle more complex call tasks, thereby ensuring cost efficiency when running a business.

As Wiz.A.I creates highly customisable talkbots for your business needs, these talkbots will mirror your best service agents and their best practices to ensure customer service excellence. When it comes to human agents, any changes to their script or sales tactics requires training, and this in turn consumes precious time with an indefinite outcome as to whether the new skill is effectively learnt and applied. With a talkbot, any updates to the information disseminated to your callers can be implemented almost instantaneously, bypassing steep learning curves. Not only is implementing a new sales tactic now a seamless process, feedback is also available almost immediately through data insights and analytics that track the reception of customers.

Driving Sales with A.I

Closing a sale is also a time consuming and time sensitive process. When a company is able to call a customer when he/she is in the midst of deliberating, there is a higher likelihood of successful conversion. Like the proverbial striking of the iron while it is hot, getting the time right is already half the sales battle won. It is however, tricky to know when that window of opportunity will open. This is where customer analytics becomes crucial. Using the Conversational A.I Talkbot, companies would be able to conduct some form of customer segmentation after identifying their intentions. After retrieving this valuable information, businesses can then devise a better strategy to tackle each customer persona. For example, the talkbot would be able to identity who are the customers who have expressed great interest, before shifting their attention to persuading them.

Using A.I. for customer service calls can also allow for greater customer outreach and loyalty. Being able to reach out to numerous people at one time while checking in on their interests not only allows for companies to have a higher chance of sealing the deal, it also makes for a memorable customer and brand experience. Small gestures like congratulating customers or letting them in on an exclusive deal will also build brand loyalty, leading to higher returns in the long run.

Furthermore, machine learning which is an integral part of these talkbots allows these intelligent systems to become progressively better at picking up the intentions of the callers. The more data and exposure to different conversations, the better it is and the faster the progress. The rapid rate of technology development in A.I. also allows for system upgrades and hence, customer service excellence.

Most customer service calls are often outsourced to countries where labour costs are more affordable. As such, these agents who are not working directly under the company may not be able to understand the image that the company is trying to present to the general public. Engineering a talkbot and scripting to accurately reflect your company image to deliver the right information to the audience makes a world of difference. Building a talkbot for your company allows your business to regain control of your brand image, while maintaining its consistency through A.I. delivered service standards.

Every call centre agent has their fair share of nasty calls, making it increasingly difficult to maintain a positive and professional tone during a long day at work. Talkbots may hence be in a better position to handle such tricky situations as its tone of speech is maintained. When necessary, the call can be also be transferred to relevant departments. Such arrangements prevent unwelcome scenarios such as when an exasperated customer meets a tired call centre agent who is misunderstood to be insincere.

Companies may also sometimes experience a surge in call volumes where increasing the number of call centre agents in such short notice would be impossible. Once again, talkbots are well equipped to rise to the challenge, handling sudden fluctuations with ease.

All in all, adopting A.I for higher levels of automation is becoming a business strategy proven to have significant returns. This is a golden opportunity to supercharge your call centre services and elevate your business to the next level.

Covid-19 not only pushed the world to intensify digital transformation efforts, it also made companies aware of the necessity of automating some business processes to meet their immediate needs in times of crises. Numerous call centres screeched to an abrupt halt during the lockdown as many companies were unprepared for remote work. More often than not, call centre agents are outsourced and not within the premises of the company’s office. Moving the phones and its accompanying infrastructure was a logistical nightmare especially in such short notice. While Covid-19 forced the majority of the world to adopt remote work arrangements, it drove companies to realise the potential of Artificial Intelligence (A.I.) and how automation could revolutionise call centres.

A.I and the changing landscape

The call centre is typically in charge of handling outbound and inbound marketing calls or other relevant customer enquiries. A large team of call agents is often sufficient in handling large call volumes, but when lockdowns are imposed and everyone is forced to stay at home, the workforce immediately gets thinned out, and the usually manageable call volume becomes a formidable task. Enter, Conversational A.I. talkbots. These intelligent talkbots are powered by A.I. and are able to engage in human-like conversations with caller. This is possible because the talkbot is driven by systems like Natural Language Understanding (NLU), Automatic Speech Recognition (ASR) and Machine Learning; to name a few. Equipped with the capability to engage a customer, high call volumes are easily handled and when confronted with complex enquiries, the talkbot is smart enough to transfer the call to a human agent who can promptly provide a solution.

As mentioned previously, most companies outsource their call centre agents to other countries where labour costs are lower. As a result, these call centre agents may not have a deep understanding of the company they are working for. By contrast, the talkbot is curated, scripted, and customised according to the company’s needs. The process of building a conversational talkbot is centred on the company’s messaging, the image they would like to portray to the public, or a sales tactic they would like to employ on customer calls. All in all, this allows the company to have better control over their content, messaging, and image – elements which are easily lost when telemarketing calls are outsourced to external labour.

Businesses that were forced to look into automating some processes would also have realised how A.I. is able to reduce the cost of production significantly. Furthermore, the quality of the service is not only maintained but arguably, has become better than before. How does this happen?

While constructing the talkbot, Wiz.A.I looks at the best practices of your top-performing call agents. We then incorporate these practices into the structure of the talkbot’s conversation to ensure that inbound and outbound marketing calls are not only intuitive, but also engaging and convincing. The talkbot is engineered to be strategic in the information that is provided to the caller to maximise the efficiency and effectiveness of the conversation; two qualities which have become increasingly important in a society where time is precious and attention spans are shorter than ever.

Take the following scenario: A call centre agent is tasked to call 200 customers by the end of the day to confirm their appointments. It is not surprising that by the time the agent calls the 50^th customer of the day, his enthusiasm would have dampened and his tone, noticeably fatigued and exasperated, especially if he/she has endured difficult calls. Talkbots by contrast, are able to maintain a consistent tone throughout all 200 calls, which in turn translates to higher quality calls and consistent service standards. Frustrated customers are more likely to be put at ease when the call agent is patient and sincere.

With one talkbot to handle a large volume of customers at once, your call centre agents can be put on standby to handle more complex tasks instead of repetitive ones. It’s better to let your talkbot do the mundane task of recording the caller’s intentions like whether they are able to make it for the appointment or need to reschedule, while the valuable skills and emotional capacity of your call centre agents can be fully utilised in more productive areas.

This new work environment sounds too good to be true?

A.I. technology is no longer in the realm of science fiction or just another pipe dream, it is being applied to several aspects of daily life. Take smart home devices, for example. With A.I., our personal lives are much easier and it is a given that companies would try to leverage technological advancements to improve their businesses.

Wondering if callers might realise they are speaking to talkbots? Wiz’s A.I. technology has refined the art of human-like conversations to the extent that 90% of our callers thought they were speaking to a human! This is possible because of the text-to-speech technology which generates talkbot voices that sound as human as possible. Additionally, talkbots also recreate the various nuances of human conversations – pausing when interrupted, clarifying questions when confused, and adapting the conversation flow according to new questions. This all makes for a hyper-realistic customer service experience. Additionally, machine learning allow the talkbot to be continually refined in its accuracy in understanding nuances in the human language; a tricky task that is second nature to humans but not so to computers. Trained on large amounts of data, the talkbot only gets better with time. Instead of lengthy learning curves, any updates to the information disseminated or the incorporation of a new sales tactic in outbound marketing can be incorporated into the calls instantaneously, saving the company precious time and money.

In spite of the economic challenges of the past year, there is a golden opportunity to ride the wave of A.I. adoption. Rather than a dystopian narrative of a “robot takeover”, A.I. technology constitutes a handy tool that compliments your workforce, positioning your business for elevated growth, and revolutionising the call centre industry as we know it.