5 tasks a voice bot can handle just as well as a human

It's a familiar situation: the power goes out at home, and you hear beeps at best and an annoying melody at worst on the energy supplier's hotline. If utilities receive irritated callers and angry feedback, businesses in this situation instantly lose money. Managers don't respond – people immediately go to competitors.

Many industries have processes that consist of hundreds of similar calls. It can be an order confirmation, a reminder of a service, or a notification of a promotion. Doing this manually means not only wasting managers' time on routine, but also slowing down business development due to slow service.

Voice bot helps to avoid these losses. It takes over standard communication processes and ensures constant contact with customers. In a partnership project with IPTel let's look at five tasks that can be assigned to a voice bot to improve the quality of service and avoid losing customers.

First contact with a potential client

One of IPTel's clients, an online English language school, was preparing to launch a new course and decided to remind former students and people who had once been interested in learning. Over the years, they have accumulated 20 thousand such contacts. This is a warm base, but the sales department was not enthusiastic about the idea of calling.

"Such tasks are often postponed in teams for later or limited to the implementation of the minimum plan," comments IPTel CEO Ivan Vinogradov. – Some of the numbers may no longer be active, some may not pick up the phone. It's also difficult to scale the call: an increase in the number of leads requires more managers, which means additional training and salary costs."

Therefore, IPTel offered the company to integrate into business processes voice bot. One bot can make up to 1000 calls per day and costs UAH 2 thousand per month. If the employee is to maintain a dialog as a human being, and not just receive information, 3 UAH per minute of conversation is added to the price

"The online school with a voice bot received a 6% conversion rate," Ivan Vinogradov shares the result, "This was also helped by the fact that modern systems sound so natural that at first it is even difficult to distinguish them from humans.

Thanks to the interactive voice response (IVR) function, companies can set up scenario trees where the direction of the dialog, or the so-called "branch" of the conversation, is determined by the client. For example, the bot asks what kind of training format a person is interested in: exam preparation, business English, or conversational practice. Depending on the answer, the system switches to the appropriate scenario: it tells you briefly about the course, clarifies the level of knowledge, etc. If a person wants to know the details, the system will instantly connect them to a free manager.

Simple consultations and processing of incoming requests

On the eve of the holidays, during sales, or just on Monday morning, online retailers' contact centers are flooded with requests. Some customers want to consult about a product, while others want to know when to expect a parcel. But the line is busy, and the customer has no time to wait. The uncertainty is annoying and loyalty to the seller is decreasing.

With a voice bot integrated with CRM, the situation changes dramatically: a person calls the store, the system immediately identifies the customer by phone number, pulls up information about their purchase, and answers questions. If the customer asks where his order is, the bot will inform him that the parcel is already in the warehouse and specify the delivery date.

Utility companies face a similar problem: at the beginning of the month, tens of thousands of people try to report meter readings, but there are not enough staff to process all the requests.

"One of these companies contacted us when the problem had already reached a huge scale," says Ivan Vinogradov: "We set up a voice bot that can read meters, and the number of missed trips dropped to zero," says Ivan Vinogradov.

Surveys

After a phone consultation or patient visit, private clinics often conduct surveys to assess the quality of service. This is an important tool for monitoring staff performance, but such communication becomes an additional burden for administrators.

"In addition, when talking to a live person, patients tend to respond softer than they really think," adds Ivan Vinogradov, "But a voice bot is perceived neutrally, so visitors respond more honestly.

The voice bot system automatically collects the answers in a report, so the quality control department can see how patients rate the service at any time. This helps them make decisions about how to improve the service based on data, not assumptions.

Thanks to the flexible customization of scenarios, this format is easy to adapt for any company that values service quality and wants to hear honest feedback from customers.

An example of a survey from an IPTel voice bot

Acceptance of orders

Last year, IPTel received a non-standard request – the owner of a small bakery contacted the company. It was already quite popular, and during peak hours, the staff did not have time to take all the orders. The bakery could not find a single person for a long time.

IPTel proposed to entrust this task to a voice bot. As a result, he took on up to 40% of the orders. This relieved the managers and allowed the owner not to lose customers.

"The voice bot does not replace the team, but strengthens it. This is especially important for small businesses, where even the absence of one person can stop work," emphasizes Ivan Vinogradov.

Primary recruitment

Dozens of applications for unskilled workers are received in the first days after they appear. According to According to the State Employment Service, more than 18,000 people applied for the position of "helper" alone this year, with 15,000 positions available. For recruiters, this means hundreds of calls to clarify whether a person can work a shift, is ready for physical activity, or has experience.

Instead of recruiters spending hours repeating the same questions, a voice bot can take over this task. It automatically calls candidates, asks them questions, and records their answers. Then they are automatically compared to the criteria required for the job. The system excludes those who do not meet the requirements from the selection process and passes only relevant candidates to HR specialists.

The use of artificial intelligence allows you to adapt the communication scenario for different vacancies, clarify details depending on the candidate's response, and even adjust the tone.

"With a voice bot, HR specialists will focus on a deep assessment of candidates' competencies and motivation," explains Ivan Vinogradov, "The company will be able to process more responses without increasing staff, which reduces hiring costs. At the same time, you won't miss a specialist who fits your vacancy."

Voice bot from IPTel easily scales to the workload, does not require a separate workstation or training, and is ready to work around the clock. This means stable communications regardless of the number of employees, whether in a small establishment or a bank call center with thousands of customers. In any business, automation allows specialists to focus on what really brings results – product quality and service.