Communicating via text chat is already a trend.
Customers prefer doing business with organizations via their favorite ways of communication.
ccR-Web automates repetitive customer inquiries via web chat.
For sizable contact center, ccRobot improves overall contact center metrics. E.g. # of calls handled, call duration, calls waiting, # of free agents and etc.
Even for small business, 24x7 customer service via web chat becomes a feasible option similar to their larger competitors.
- Product Name
- Designed for
- Customer Service Automation with Natural User Interface
- Implementation Time
- Approximately 2-4 weeks for most case without back office integration
- Low Risk + Low Cost with our innovative migration strategy.
ccRobot learns and improves as it is trained on the job by a live agent .
Once ccRobot passes your bar exam, it will start working independently to serve repetitive inquiries.
Unrepetitive inquiries will be escalated to live "supervisor". This experience can then be accumulated to grow ccRobot smarter.
As a result, cost is lowered considerably for both initial deployment and on-going maintenance.
In summary, contact center superviser can train and improve the robot without expensive programmers.
- High Return in terms of on-going cost savings.
Fraction of budget to handle large amount of repetitive inquiries.
Reduce the hiring, and training cost for high turnover rate.
- High Quality
Avoiding emotional agents
Consistently high services quality
Scalable contact center workforce for spikes in call volume
Major Implementation Milestones
- Ground Work
Gather talents E.g. IT Service Desk specialists
Gather information E.g. FAQs, service agent training manual and historical call records.
Build the Dialog Flow, if necessary
Load some dialog examples (the seed training data)
- On-the-job Training
Service agent answers customer inquiries via operator console to record the conversation between callers and agents. I.e. callers’ requests and agent’s responses
ccRobot will be trained nightly and will grow smarter.
Refine Dialog Decision Tree Model as necessary.
- Production Stage
ccRobot will be released to production to answer repetitive inquiries
ccRobot will continue to improve in production stage everytime the call is escalated to live agent.
Comparing ccR-Web with Traditional Chatbots
|Technology||Artificial Intelligence (AI)||Natural Intelligence (NI)|
|Trained by||Linguistics Specialists and Programmers||General Business Users|
|Improvement Process|| Chatbot starts serving live customers after it is fully tested;
Subsequent improvement is made by programmers for the next release.
With increasing cost of each improvement, rate of improvement decreases over time; It is very difficult to be perfect.
| ccR-Web starts serving live customers as soon as initial training sample such as FAQs is loaded;
ccR-Web is then trained on-the-job as an apprentice and grows smarter everyday.
At a much lower cost, continuous improvement over time with accuracy approaching perfect.
|Self-Assessment||N/A|| ccR-Web has built-in self-assessment capability that enables escalation process similar to those for human agents.
This serves as a safety net that never disappoints your customers.
|Language Dependence|| Language dependent;
Each language has to be programmed separately by linguistics specialists.
| Language independent;
ccR-Web support almost any natural languages and even mixed languages.