A voicebot in a dispatch center can be a very useful tool as it allows for quick and efficient information exchange and enables the handling of a large number of calls simultaneously, making process automation easy to implement.
By providing a pleasant voice interface, it meets high customer expectations while also reducing costs and increasing team efficiency.
6 business needs in a dispatch center
Depending on the nature of the business and the type of call handling, the business needs in a dispatch center can vary. Here are a few examples:
Quick and efficient call handling – one of the most important values for customers is short wait times to connect with a consultant and receive immediate answers to their questions.
System availability 24/7 – in some cases, it is necessary for the dispatch center to be available around the clock, especially for emergency services or telephone services.
Information dissemination capability – it is important for systems to be able to convey various types of information, such as service/product availability, opening hours, current status of requests, etc.
Automation of handling processes – in situations where incoming calls are frequent and their volume is high, automation may be necessary to increase efficiency and reduce service costs.
Quick integration with other systems – in many cases, it is necessary to integrate the dispatch center with other systems, such as CRM or a database.
System flexibility – it is important for the system to be flexible and adaptable to changing business needs.
Implementing voicebots in a dispatch center enables quick and efficient handling of a large number of customers at the same time, thereby increasing the efficiency of customer service departments and reducing call center costs.
Automating the dispatch center process with voicebots
Voicebots help automate processes in a dispatch center using speech recognition technology for telephone handling, particularly ASR (Automatic Speech Recognition). Voicebots can be used to streamline simple tasks, such as providing information about opening hours, as well as handling customer inquiries and requests for assistance. Automation in a dispatch center offers a range of benefits for businesses.
Voicebots provide an advantage, especially when there are a high number of calls throughout the day and a shortage of qualified consultants available on the hotline, resulting in long wait times for customers to reach a telephone consultant. Typically, phone lines are overloaded, and the time spent waiting on the line only increases. Unfortunately, this leads to negative user experiences with the systems.
Through its pleasant voice interface, a voicebot assists users and supports the work of consultants, ensuring high-quality conversations. It is a reliable assistant for call center employees.
Polish voicebot - how does it work?
A Polish voicebot in a dispatch center works on a similar principle to other voicebots. Bots function thanks to technologies like automatic speech recognition that enable communication with users through voice conversations. A voicebot in a dispatch center can be used to automate both simple and more complex tasks, such as responding to user requests.
For a voicebot to function correctly in a Polish dispatch center, it must be equipped with an appropriate language model, and it needs to be configured to handle calls in the Polish language.
From a technical and linguistic point of view, creating a bot that supports the Polish language is not an easy task. This is due to several reasons, including the diversity of the Polish language, its dialects and variations, which need to be taken into account when creating a voicebot. Another challenge is the ambiguity of language and the difficulty of speech recognition. A Polish voicebot needs to distinguish the meanings of words depending on their context, as well as recognize similarly sounding words in order to interpret commands correctly.
Natural language understanding
Natural Language Understanding (NLU) is a technology that allows for the recognition and interpretation of natural language. It is widely used in voicebots because it enables communication with users through voice conversations. With this technology, a voicebot can handle calls in Polish or any other language that has been implemented and provide answers to customer questions.
NLU in Polish voicebots can be used for various purposes, such as automating customer service processes, providing information, assisting hotline employees, or similar tasks.
Voicebots support telephone consultants in their daily duties
Working in customer service can be challenging for a telephone consultant. Daily repetitive tasks hinder personal development, and dealing with demanding customers requires the employee to be stress-resistant. Many companies recognize these challenges in their teams and support consultants by implementing artificial intelligence.
Voicebots excel at automating simple tasks. By redirecting calls to a bot, employees no longer need to assist with repetitive issues or provide basic information. This allows them to focus on more creative tasks and enhance their strengths at work. Through self-improvement, hotline employees become skilled specialists, contributing to the company’s development.
When multiple people are connected to a voicebot simultaneously, it can handle all customers on the line without any issues. This reduces the user’s waiting time for a connection with a dispatcher. By using a voicebot, calling the hotline will no longer be an unpleasant experience for customers who would otherwise have to spend several minutes in a queue.
Voicebots reduce costs
A voicebot in a dispatch center can reduce costs by automating many simple tasks such as call reception, information dissemination, or task assignment to appropriately qualified employees. This makes it possible to reduce the number of required consultants in the dispatch center or redirect them to more complex tasks that require human intervention.
Voicebots can also help increase the efficiency of dispatch centers by facilitating faster and smoother information transfer and allowing employees to focus on more complex tasks that require creativity or decision-making.
Furthermore, if a voicebot is integrated with a resource management system or other IT systems, it enables automated resource management or data analysis. All the functionalities offered by a voicebot contribute to cost reduction.
Which systems can a voicebot be integrated with?
A voicebot is a flexible tool that can be integrated with other systems to enhance its effectiveness. Depending on a company’s specific requirements, the bot can be supported by other tools and applications.
Resource Management System: A voicebot can be integrated with a resource management system, enabling automated resource management and providing information on resource availability.
Customer Relationship Management (CRM) Systems: Integrating a bot with CRM systems allows for automatic processing of customer data and sharing information about their purchase history or preferences. The data collected by the bot is highly accurate and enables reliable analysis to improve customer service quality or specify offers.
Which systems can a voicebot be integrated with?
A voicebot is a flexible tool that can be integrated with other systems to enhance its effectiveness. Depending on a company’s specific requirements, the bot can be supported by other tools and applications.
Resource Management System: A voicebot can be integrated with a resource management system, enabling automated resource management and providing information on resource availability.
Customer Relationship Management (CRM) Systems: Integrating a bot with CRM systems allows for automatic processing of customer data and sharing information about their purchase history or preferences. The data collected by the bot is highly accurate and enables reliable analysis to improve customer service quality or specify offers.
