Natural Language Processing

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.