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Contact center services

22
Feb
Talkbot Basics  ·  Voice AI Technology
How AI technology can help call centers up their game
Jennifer Zhang

Jennifer Zhang

CEO & Co-Founder

Call centers play a critical role in shaping customer experiences – many, if not most, of customer queries get routed to a contact center. These business units are also often the ones who do a lot of customer outreach, promoting new offers or enlisting new customers. With so much customer interface, it makes sense to focus on amping up contact center operations.

Relieving call center pain points with AI

Unfortunately, these centers face a range of challenges that can impact customer experience, agent performance, and overall business outcomes. Many of these pain points are operational and demand more flexible, intelligent solutions. Here are some problems call centers encounter, and how solutions powered by artificial intelligence (AI) can help reduce or solve them.

  1. High Call Volumes – Call centers don’t handle the same volume of calls day-in and day-out. Many contact centers experience high call volumes during periodic moments, or even unexpectedly – such as during a service outage. The problem comes when contact centers are not equipped or designed to handle these peak loads. Many call centers are resourced by humans, which have a finite capacity and can only answer a fixed number of calls a day. Because of this lack of resource elasticity, customers end up having long wait times during peak seasons. This degrades the customer experience and builds frustration instead of loyalty.
    To help with peak loads, AI-powered chatbots and voice assistants can handle basic customer queries. This frees up live agents, giving these agents the time and capacity to focus on the more complex calls. Customers, in turn, gain the attention and level of service that they need for their queries.
  2. Inconsistent Customer Service – One of the hardest things to get right in call centers is consistency in service quality. The goal is to provide excellent service to all customers all the time, but even your best agent will have bad days. And your workforce is made of different individuals with varying capacities, so the way these individuals provide customer service will vary, too. One way to overcome this inconsistency is to rely on machines. Voice AI can respond to customer queries in a standardized way, ensuring that every customer receives the same level of service. And the interactions don’t need to sound robotic – WIZ.AI can design voice AI bots that speak in your local language, putting your customers at ease.
  3. Agent Burnout – Call center agents often face the brunt of customer frustrations, fielding a large number of complaints or trying to help anxious customers address issues. They may also be fielding a high volume of repetitive calls that drain them, making them feel like they’re stuck in a negative loop. Human agents can be freed of tedious and repetitive tasks or queries through the help of AI-powered chatbots and voice bots. These machine-enabled agents can take care of routine customer queries, easing the workload and pressure off human agents. Using AI-powered bots also enables agents to focus on more complex issues and deliver higher-quality service to customers.
 

Getting further ahead with efficiency gains

Outside of the handling of calls, AI technology provides other benefits, too. Using AI bots reduces the time and resources needed for agent training and onboarding. Because AI agents are already programmed, adding one is just a matter of allocating additional computing resources – which can be done as quickly as one hour. What’s more, companies can leverage AI’s consistent delivery to train new human agents. AI engines can identify trainee errors and provide coaching to improve delivery. This system can even be extended into regular quality control checks to ensure consistency in service across teams.

Then there are the savings incurred. AI-powered agents are more cost-effective because these can handle more calls per hour compared to human agents. Redialling of uncontacted numbers is done automatically, and transcription is practically real-time. This saves businesses time and money, enabling contact centers to reassign human agents to higher-value tasks such as closing sales or providing VIP assistance.

Reaping the benefits of human-bot collaboration

Contrary to some fears, AI will not replace humans – no matter how well-programmed they are. Well-designed voice AI agents can actually help boost contact center performance, bringing the service of human agents to the next level. Voice AI solutions like WIZ Talkbots can help create better customer experiences and more efficient operations. Used in the right way, AI technology can help alleviate many of the pain points that contact centers face, thereby improving customer experience, reducing costs, and increasing efficiency.

WIZ.AI Talkbots can bring your contact center from good to great. Schedule a call with one of our consultants to see how your operations can benefit from voice AI technology.
Contact us

06
Dec
Featured Articles  ·  Main Display  ·  Main Posts
transcosmos launches CX services powered by voicebots in Indonesia

Voicebot solution co-developed with WIZ.AI for both inbound and outbound contact center services

WIZ.AI Talkbot Architecture – deployment of conversational AI voicebot into contact center architecture

 

transcosmos inc. (Representative Director, Co-presidents: Koichi Iwami, Masaaki Muta) recently developed a voicebot solution in partnership with WIZ.AI (Headquarters: Singapore; CEO/Co-founder: Jennifer Zhang), a leading innovator in voice AI technology. transcosmos has begun using the WIZ.AI Talkbot solution at contact centers for the Indonesian market, providing more engaging customer experience (CX) services.

Using WIZ.AI’s localized conversational talkbots, transcosmos now offers automated customer services in three main languages in Indonesia, namely Indonesian, Javanese and Sudanese. This solution is helping transcosmos clients effortlessly connect to their customers at scale, with the right message at the right time, over telephony, chat, messaging and email, to create real connections with their customers. WIZ.AI Talkbots are currently being used for CX surveys and other outbound services, as well as for inbound operations such as providing an initial response to customers. With strong process automation capabilities, the Talkbot solution will help trasncosmos and its clients scale CX operations across the region.

“Our Talkbots have been developed and optimised for the ASEAN market, we are excited about our partnership with transcosmos and are looking forward to helping more clients in the Indonesian market, enabling enterprises to automate highly human-like customer experience at scale, while delivering enhanced business results.” shares Jennifer Zhang, CEO and co-founder of WIZ.AI. “Bahasa Indonesia is one of the many Southeast Asian languages supported by WIZ.AI, which help our global customers automate millions of customer interactions on a daily basis. Because the Talkbots Listen, Understand and Speak like a local, they are highly humanized, up to 95% of users don’t recognize that they were talking to a machine.”

In June 2013, transcosmos co-established PT. transcosmos Indonesia (Headquarters: Jakarta, Indonesia; CEO President Director: Seisuke Kobayashi) with PT Cyberindo Aditama (Headquarters: Jakarta, Indonesia), an IT company under the major Indonesian conglomerate, Salim Group. Today, the company offers various services including contact center services via calls, emails, and chats; Trust & Safety for monitoring and policing user-generated online content; internet ads and social media operations; and app development for digital marketing services from three centers in Jakarta and two in Semarang, and with a total of 2,500 members.

Within the ASEAN region, with its operating locations in Vietnam, the Philippines, Thailand, Malaysia and Indonesia, transcosmos offers a variety of localized services including contact centers, digital marketing and e-commerce one-stop services. With the aim of assisting many more clients in boosting their CX, transcosmos will continue to deliver extensive services that help both local companies and global companies planning to expand into local markets, expand sales and optimize costs. transcosmos will strengthen its partnership with WIZ.AI and jointly deliver services that meet the needs of clients in ASEAN member countries where the company operates.

Talkbot features – speech-to-text, text-to-speech, outbound call managment

 

About WIZ.AI

WIZ.AI, a global leading conversational voice AI technology innovator, is revolutionising traditional B2C communication. Its solutions enable businesses to deliver hyper-personalised, omnichannel customer engagement at scale. WIZ.AI has over 200 clients, many of which are Fortune 500 companies from various industries, including Banking, Insurance, Fintech, Telecommunications, E-commerce, Healthcare and the Government.

About WIZ.AI Talkbot

WIZ.AI’s intelligent Voice solution, the Talkbot, leverages highly customizable, adaptable, and humanised AI to deliver more than a hundred million automated customer interactions every hour. This enables its clients across various industries and functions to deliver quality, attentive and engaging customer services. WIZ.AI Talkbots are designed to intuitively understand customer intents, helping to reduce the wait times by quickly connecting customers to the relevant department and business unit.

95 percent of all Talkbot users are unable to tell that they are engaging with a machine. WIZ/AI’s Talkbot has powerful self-learning extended dialogue management, speech pattern recognition, and text-to-speech voice customisation that allows it to communicate in over 9 countries’ local languages and accents. Some of the Talkbot’s language capabilities include English, Bahasa Indonesia, Malay, Mandarin, Thai, Tagalog, and Vietnamese, as well as Singlish and other informal forms like Taglish (an informal variant of Filipino English).

The Talkbot platform also empowers and optimises data driven customer engagement through its analytics capabilities. By transforming previously unstructured voice data into. rich, structured data, clients using WIZ.AI’s analytics platform can map out personalised customer journeys and identify common pain points. Insights generated by WIZ.AI’s Talkbot can be leveraged to get the right messages at the right time via the right channels, boosting customer acquisition and the sale of value-added services.

Related Services

  • Call Center Services
  • Services for the ASEAN Market

* transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 172 bases across 28 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 46 countries/regions around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever-changing business environment.

Originally published on https://www.trans-cosmos.co.jp/english/company/news/221206.html 




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