Informations du cours

The telephone is the preferred channel for consumers, but waiting times can sometimes be very long. At the same time, processing requests over the phone represents a significant cost for the company.

To improve customer satisfaction and control their budget, more and more companies facing a large volume of calls (insurance, telephony, transport or e-commerce sectors, etc.) are automating all or part of their call processing with a callbot. The conversational robot accessible by phone replaces or complements the Interactive Voice Response (IVR). It works through a natural language processing algorithm. The callbot understands users’ intentions in their own words (and accents), provides them with generic and personalized information. It can easily interconnect with company software to retrieve information and automate tasks.

In the first part of the course, you will see a video of a few minutes presenting the usefulness of a callbot in a customer relationship business. Then, in the second part, we will talk about the basics of a callbot such as: the definition of a callbot, how it works and its advantages. In the third part, its installation process. This part is presented in four distinct stages: identification of the need, framing, experimentation, and production. In the fourth part, you will understand the reason for setting up a callbot. And you will finish the course on the different types of callbots: the transactional callbot and the routing callbot.