BOT2BOT
AI driven Voice Automation Bots for B2B processes
AI driven conversational voice bots that take interaction automation to the next level. Ensuring tangible impact on your FTE productivity, utilization and revenue generation.
Helps reduce agent frustration by reducing the hold time, using “human detect”, better managing the productive time of every agent by automating IVR traversals and value inputs either on speech or DTMF,
Bot2Bot
What is Bot2Bot trying to solve?
B2B customer service operations across most enterprises are suffering from inefficient utilization of their FTEs and that is leading to substantial revenue leakage and on-going negative impact on the P&L of the business unit. Some of the key negative impact drivers are –
- Agents are wasting substantial amount of time on hold
- Agents have to navigate through complex IVRS
- Agent utilization and productivity is severely diminished
- Simple, repetitive tasks are being handled using agents
Critical Benefits of Bot2Bot
- Self-service
- Automation
- Navigation
Intelligently designed self-service flows helps deflect a large volume calls away from agents
Leads to faster response times and quicker and higher number of First Call Resolutions (FCRs)
Navigating through complex IVR call flows, takes time, why waster agents' time to respond to such call flows
Cutting Edge Features
Bot2Bot is a highly available end to end voice based automated interaction solution which brings superior process efficiencies and ease of handling operations to new age contact centers.
Intelligent Routing
Better communication with shorter calls which helps to lower the mean time to handle calls
Realtime Call Progress View
Agents can in real time the call progression across the IVR, this helps prompt readiness to handle call when agent connects at the other end
Call Control
Integrates with existing ACD or CRMs for call control decisions. Pushes call to agent only when human voice is detected
Speech or DTMF Inputs
Bot2Bot can offer speech or DTFM based inputs to the recipient IVRS, depending on how that system is expecting them
Multiple Dialing Modes
Feature-rich dialing modes are available Preview, Progressive Predicative & Power Dialing
AI driven IVR Traversal
The system is capable of traversing all sorts of complex IVR flows on its own, using the in-built AI decision engine
Bot2Bot Typical High Level Call Flow
Bo2Bot can be adapted into any existing call process, wherein there is an extensive amount of time being spent by agents to perform complex IVR traversals and are also being put on hold for long durations.
For a process that clocks 25 – 30mins of on call time, of which only 5 – 6mins are actual human interactions and rest is IVR and hold time, then Bot2Bot is the perfect solution to improve agent utilizations and productivity.