A transformative solution
What we provided
Leveraging GCP, we deployed a voice bot that could identify and handle the simpler queries of customers. We were able to create a conversational design flow for three of the simple intent categories, including policy updates, cancellations, and document requests, which altogether were driving 35% of total call volume.
Natural language understanding
Leveraging conversational design frameworks:
Intent & entity recognition
1. Opening comments
“What’s the weather like tomorrow?”
2. Acknowledge intent & clarify process
Natural dialogue management
3. Sense of closure
“It will be sunny and 20° C”
Voice Platform
Your backend database
Action resolver*
Natural language generator
Not only did this have the effect of freeing up agent time, but it also created an easier, more streamlined process for the handling of customer calls.
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