For more than two years, the project has shown that a robotic system is capable of independently supporting the smooth operation of a call center. It allows us to process customer requests promptly and at a high level with minimal financial costs.
Head of Internet Sales, Toy.ru
Before automation, each order placed through the site was processed manually: after calling the buyer, the operator spoke the details of the order and delivery, received confirmation or made corrections.
Automated order confirmation
Toy.ru implemented a Voximplant solution for automated order confirmation through the company’s website.
A robot calls the customer as soon as an order is placed. It recognizes the customer’s voice and accepts the responses received via the customer’s dial response.
If a customer wants to change an order or ask a question during a call, they can switch to a call center employee. If the robot fails to reach the customer within an hour, the order is sent to operators for processing.
When an incoming call is received after the customer missed a call, the robot will check if there is a contact in the list of current requests and will launch the script if there is a match. If no matches are found in the orders, the call will be dropped with a “Busy”.
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
Voicemail DetectionDetection of voice mail with 97.5% accuracy
Voice RecordingCall recording for quality assurance
ServerlessCloud storage and programming interface
Phone NumbersBusiness phone number purchase
Robot takes on additional load
The company’s main problem – the need for major staff expansion during high season – was successfully resolved. As a result, up to 55% of orders are now automatically confirmed without loss of quality. There are still enough active employees to handle cases requiring human input. In total, instead of RUB 35,000 per month for each additional operator, the company spends just RUB 6,500 per month for one automated line.
Importantly, the system can run 24/7 and call customers at a convenient time depending on their time zone, minimizing the likelihood that a buyer will be lost to competitors due to long waiting times.