AI dialer

Use AI Dialer For Out Bounded Call Center

Technology has always played an important role in sales and customer service. Now, with advances in AI dialer and the rapid digital transition during the pandemic. More and more call center leaders are adopting advanced solutions.

goals? To accelerate performance, reduce operating costs, and deliver more value to customers.

To stay up-to-date in these circumstances is essential. Companies provide their call center agents with the tools to function optimally. A valuable addition to this toolkit is artificial intelligence-based machine translation software.

Purpose of automated software

When call center agents must use manual dialing methods for their outbound campaigns. They can spend a lot of time entering numbers, waiting for people or machines to answer, and managing busy lines.

An AI dialer is a software solution that simplifies. The outbound call process by automating a number of tasks for call center agents. These include automatic dialing, optimal call times and automatic message delivery.

An intelligent automated call solution can save valuable call center time that can be redirected to other revenue-generating activities. However, not all auto dialers are up to the task.

Where traditional robocall software falls short

Traditional robocall software has its limitations. Because this type of technology uses only audio power levels and timing signals to determine. Whether a person or a car answered the call, line or background noise can easily confuse. The software, negatively affecting accuracy and timing.

When a human answers a call, the software can mistake it for an answering machine. Instead of connecting that person to an agent, the software will deliver a pre-recorded message that is unprofessional and inappropriate. Alternatively, the call can be canceled just as the customer answers.

These types of decision errors frustrate your customers and hurt your business.

What is the solution?

To address these issues, LumenVox has developed Call Progress Analysis (CPA), which uses an AI dialer. Based algorithm called Voice Activity Detection (VAD). This technology is more accurate than traditional answering machine detection software. Because it uses advanced voice recognition and machine learning capabilities to estimate whether. A call is connected to a human or an answering machine.

This means your autodialer can accurately and quickly classify calls, instantly transferring the call to an active agent or leaving a message, depending on whether there is a person or an answering machine on the other end of the line.

By leveraging AI in this way, your call center can increase agent productivity and increase the success of your outbound messaging and sales campaigns at scale.

Consider this

As fears of the coronavirus wane, an airline decides to reach out to their customers by offering cheap flights for a limited time, just to get people used to flying again. It then develops an offer and calls its many customers in a conversational AI dialer.

Therefore, the consumer receives a call from the bot, which aims to register it. Now the conventional wisdom of the AI ​​guys says that this conversational AI should be able to run a whole session and maybe come up with a sale.

Think of conversational AI as a way to collect and collect potentially quite complex data. But at some point, especially for more complex applications, the bot may hand over the session to an active agent because:

  1. unable to make further progress
  2. the customer is on the verge of disappearing as a result, or
  3. The customer asks for it

A bot can do an excellent job of saving an agent time and ensuring a quality flow of prospects. now it needs the help of live agents.

So on the one hand we have a pool of agents waiting to receive these prospects and on the other a funnel through which prospects climb until, for one of the reasons given, they are all willing to talk to a live agent . .

But there is a big question. how do you manage both agent pool size and first conversation initiation at the bottom of the funnel?

Why is this important?

Remember, this process starts with an outbound call and when a prospect arrives to talk to an agent, it’s best to make sure the agent is available. Incoming callers are in line waiting for agents. These conversational AI perspectives won’t. If they aren’t handed over to a waiting agent almost immediately, most people just won’t wait.

How to solve?

This is a classic predictive montage area. A highly optimized dialer can tell the contact center how many calls it needs to make to ensure that potential customers aren’t on hold when they exit the bot’s funnel. A strong dial design is key.

And the app isn’t just about making sounds. The campaign could have originally run as a chatbot with the same app flow. And in this case, keep in mind that prospects coming out of the funnel will then have access to a live text chat or live voice call.

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