Given the rapid growth in orders and new customers, the number of calls has also increased, and this started to slow down the buyers' assembly operations. The delays affected the overall productivity of service, so the issue of automating processes arose.
I would like to note the impeccable work of the Voximplant managers in the implementation, scenario development and integration with our system. Everything was done right. The system's interface is user-friendly and straightforward, and it took only a couple of hours to start up call campaigns. The reporting and analytics options are truly exceptional. Call and scenario logs are also worth mentioning.
Head of Customer Service Department, igooods
Orders from new customers are confirmed by a personal purchaser before product assembly operations get under way.
Thanks to the HTTP integration of the service with the CRM system, calls are made automatically when an order is placed on the website. After the number is dialed using speech synthesis technology, the order is announced to the customer as well as the selected delivery time. The customer confirms that the information is correct (speech recognition), otherwise the call is transferred to the operator so that changes can be made.
The platform sends the results of the call back to the CRM system. If the customer does not pick up the phone, a text message is automatically sent out with a request to confirm the order.
HTTP APIScript integration with any application
Speech-To-TextSpeech recognition and natural language processing
Text-To-SpeechSynthesis of a unique voice for speaking to customers
Voice RecordingCall recording for quality assurance
ServerlessCloud storage and programming interface
PSTNWorldwide telephone communication
Phone NumbersBusiness phone number purchase
Speed. As soon as an order is placed, the customer verifies his number and intention to receive the order.
Scale. The robot is able to process any number of applications according to the specified logic.
Efficiency. Orders are as up-to-date as possible at the time of assembly and cancellations are kept to a minimum.
Technological effectiveness. 91% of all customers entered into dialog with the robot as a result of the high-quality speech synthesis.
Attention. The service does not disturb customers late in the evening or at night, but gives notification of the buyer's call in the morning before orders start to be assembled.