Virtual concierge optimises routing and increases customer satisfaction

As part of an innovative project for a large financial services provider in Switzerland, an intelligent voicebot was developed that acts as a virtual concierge and phone switchboard in the customer centre. This innovative solution handles the routing of incoming calls and offers efficient and targeted routing for callers. The Voicebot is designed to understand calls in High German, Swiss German and French to ensure seamless communication with customers in different language regions. Callers have the opportunity to formulate their request briefly and concisely in two to three sentences. This information is then transmitted to the voicebot using state-of-the-art text-to-speech technology. Based on the information provided, the Voicebot then routes the customer to the correct department or employee. This automated forwarding significantly reduces waiting times and increases the efficiency of customer service. The improved availability and fast resolution of customer concerns significantly increases customer satisfaction, which in turn leads to a positive experience and long-term customer loyalty.

Challenge

A key challenge in the contact centre is to distribute calls efficiently to the right employees based on the caller’s request and the employees’ skills. This requires thoughtful routing to ensure high customer satisfaction and optimal resource utilisation.

Benefit

• Customer satisfaction is increased by the fast and user-friendly operation of the system.
• The IVR system answers the call after the first ring.
• Immediately after the customer has explained the reason for their call, they are connected to a customer advisor who:
  • already knows what the customer wants, and;
  • has the right skills to resolve the customer’s enquiry.
• The conversation is reduced to the necessary minimum.

Solution

The IVR system answers the call and asks for the reason for the contact, which the caller explains in natural language. Based on the “topic of conversation”, the customer call is then automatically routed by the virtual concierge to the next best customer advisor with the required skills. The customer advisor receives the call together with a text pop-up containing the reason for the call.