There will always be a place for agents to field customer queries, whether on the phone, via email or on chat platforms. However, relying on agents to attend to all customer queries is not scalable and more importantly very costly. As a result, scaling good customer experience demands the ability to offer customers the option of self-service.

Self-service in the form of chatbots can enable your customers to interact with your company 24/7 and get immediate responses. This improves the customer experience, drives down costs and increases revenue.

With INOVO’s self-service options, the bulk of customers’ requests and queries, whether they are frequently asked questions or inquiring about customer-specific information, can be handled by a chatbot instead of interacting with an agent.

Whether its interacting via voice or text, we have self-service options to suit you and your customers’ needs.

Benefits

Improve the customer experience

  • Provide your customers with immediate assistance and access to consistent information on any channel whenever it suits them.
  • Allow your customers to proactively and efficiently solve queries on their own (no interaction with a human agent needed).
  • Use task automation to simplify processes and interactions to provide a more efficient service to customers (e.g. streamlining an application process).
  • Reduce call waiting time and manage load at peak times better by funnelling queries through self-service channels.

Increase revenue

  • Assist more customers and decrease sales/acquisition drop off by providing instant and pro-active responses to queries.
  • Efficiently process specific account-related tasks related to onboarding or applications (e.g. accepting T’s and C’s on a contract) through a chatbot rather than via a phone call. This improves CX, lowers acquisition costs, and accelerates the time to activation.

Boost agent performance

  • Use an internal chatbot to help agents gain quick access to the latest product and service information while interacting with a customer. This will help agents focus on the conversation rather than spend the time searching for information. Supervisors will also spend less time assisting agents, training effort will be reduced, and the quality of information provided to customers will improve.

Gain valuable customer insights

  • Record all customer interactions and view customer intent through advanced dashboards and historical reports. This will enable your business to provide better responses, enhance your decision-making and drive customer-inspired improvements.

Improve agent job satisfaction

  • Let the self-service solution deal with repetitive and simple queries and leave your agents to specialise in handling more complex queries and do more meaningful work.

Lower operational costs

  • Handle large volumes of queries more economically and consistently, across multiple contact channels, and without sacrificing the quality of interactions.

INOVO Chatbot Use Cases

Key features

  • Self-service solutions are offered across all customer contact channels, and including voice-based IVR, WhatsApp NLP chatbots, web chat, personalised links to forms, social media and more.
  • A single chatbot can also service multiple contact channels simultaneously.

  • A chatbot can identify when a customer is unhappy or wants to speak to an agent. The conversation can then be redirected to an agent along with the session interaction history. This ensures that the agent has context and is more likely to service the query more efficiently.

  • Chatbots can also be trained on company knowledgebase content and utilised to provide immediate text-based assistance to agents while handling customer interactions. This reduces the time supervisors spend fielding questions, provides faster access to information (reducing handling time and improving the accuracy of responses), and ultimately reduces training time.

  • Use chatbots or other self-service solutions to assist customers with complex processes, data collection and authentication. Whether it’s an account application or authenticating a customer to update personal information, our self-service solutions can automate these tasks and reduce the cost of onboarding or customer service operations (using a variety of techniques such as digital forms, NLP and more).

  • Built-in integration enables your business to quickly and easily integrate into popular business applications like CRMs, databases and external services (e.g. translation or speech-to-text). This enables the chatbot to provide customer-specific information (such as an outstanding balance) as feedback or trigger a workflow to initiate activities or processes in external systems (such as updating the customer’s personal information in your CRM).

  • Whether you need a basic menu structure to facilitate a self-service interaction or a fully-fledged chatbot with natural language processing and advanced analytics, we can meet you where you are in your self-service journey. Menu-based self-service solutions are ideal for assisting customers in a highly structured manner for very specific use cases. On the other hand, an NLP chatbot caters for a variety of customer queries but can also be built to be specific to a use case.

  • Self-service options enable your business to respond to customer questions within seconds, twenty-four hours a day, seven days a week.

  • Our chatbots employ the latest in artificial intelligence and machine learning in order to better understand the intent of customers, and more importantly learn from these interactions.

  • Our solution ensures that your private information does not leave the borders of South Africa and remains inside your private network.

  • Gain access to customer interaction insights with real-time dashboards that report on metrics such as the frequency of queries, or a list of emerging queries. This data is then further analysed and used to train and improve the chatbot.

  • Choose your level of involvement in building your self-service solution. Tell us what you need, and we will take care of everything, or alternatively, you can access the conversational bot building platform as well as all the advanced analytics pages and be involved in every step of the process.

Key features

  • Self-service solutions are offered across all customer contact channels, and including voice-based IVR, WhatsApp NLP chatbots, web chat, personalised links to forms, social media and more.
  • A single chatbot can also service multiple contact channels simultaneously.

  • A chatbot can identify when a customer is unhappy or wants to speak to an agent. The conversation can then be redirected to an agent along with the session interaction history. This ensures that the agent has context and is more likely to service the query more efficiently.

  • Chatbots can also be trained on company knowledgebase content and utilised to provide immediate text-based assistance to agents while handling customer interactions. This reduces the time supervisors spend fielding questions, provides faster access to information (reducing handling time and improving the accuracy of responses), and ultimately reduces training time.

  • Use chatbots or other self-service solutions to assist customers with complex processes, data collection and authentication. Whether it’s an account application or authenticating a customer to update personal information, our self-service solutions can automate these tasks and reduce the cost of onboarding or customer service operations (using a variety of techniques such as digital forms, NLP and more).

  • Built-in integration enables your business to quickly and easily integrate into popular business applications like CRMs, databases and external services (e.g. translation or speech-to-text). This enables the chatbot to provide customer-specific information (such as an outstanding balance) as feedback or trigger a workflow to initiate activities or processes in external systems (such as updating the customer’s personal information in your CRM).

  • Whether you need a basic menu structure to facilitate a self-service interaction or a fully-fledged chatbot with natural language processing and advanced analytics, we can meet you where you are in your self-service journey. Menu-based self-service solutions are ideal for assisting customers in a highly structured manner for very specific use cases. On the other hand, an NLP chatbot caters for a variety of customer queries but can also be built to be specific to a use case.

  • Self-service options enable your business to respond to customer questions within seconds, twenty-four hours a day, seven days a week.

  • Our chatbots employ the latest in artificial intelligence and machine learning in order to better understand the intent of customers, and more importantly learn from these interactions.

  • Our solution ensures that your private information does not leave the borders of South Africa and remains inside your private network.

  • Gain access to customer interaction insights with real-time dashboards that report on metrics such as the frequency of queries, or a list of emerging queries. This data is then further analysed and used to train and improve the chatbot.

  • Choose your level of involvement in building your self-service solution. Tell us what you need, and we will take care of everything, or alternatively, you can access the conversational bot building platform as well as all the advanced analytics pages and be involved in every step of the process.

Additional features and benefits

Try a quick chatbot demo

Calculating ROI

01

Determine which queries the chatbot will be able to handle.

02

Once that is established, determine the time (in hours) that is taken by agents to respond to these queries (by both voice and chat).

03

Determine how much it costs, per hour, to handle these voice and chat interactions. This is determined by taking into consideration an agent’s total monthly cost.

04

To calculate the returns, you can then multiply the time saved in voice and chat interactions with the per-hour cost of handling those interactions. This will be the amount of money saved per month.

In most cases a self-service solution pays for itself within weeks, offering enhanced customer service as an additional bonus.