VIER Smart Dialog revolutionizes telephone customer service by leveraging generative AI and VIER CVG to provide automated, high-quality support. This voicebot solution enables organizations to answer customer requests automatically, ensuring 24/7 availability of professionally correct and qualified assistance. It significantly reduces the workload on human agents by handling simple inquiries, allowing employees to focus on more complex matters. This leads to a substantial reduction in average handling time (AHT) and operational costs, while simultaneously increasing customer satisfaction through faster, targeted responses. The system is designed to provide qualified self-service based on a company's internal knowledge, requiring only specialized prompts for specific use cases. It aims to deliver a new dimension of automation quality in the contact center, ensuring consistent and reliable customer interactions.

Features & Benefits

• Intention Recognition
  • Classifies requests precisely according to dialog types and reliably identifies the caller's intention.
• Relevant Information Gathering
  • Gathers important information units such as address data, customer, and order numbers in real time.
• Context Recognition & Chat History
  • Uses context recognition to access call conversation history and provide relevant information, ensuring continuity.
• Independent Processing
  • Can process complex inquiries to complete cases and independently trigger downstream processes.
• Simple API Integration
  • Easily integrates into existing contact center infrastructures via standard interfaces.
• Smart Routing
  • Pre-qualifies complex requests and intelligently passes them on to the most appropriate human agents.
• Analysis & Reporting
  • Provides valuable insights into the performance of the bot with meaningful key figures and analyses.
• Increased Efficiency & Cost Reduction
  • Automates simple requests, freeing up human agents for complex tasks, significantly reducing working hours and operational costs without compromising service quality.
• 24/7 Availability
  • Ensures continuous customer support around the clock, enhancing customer satisfaction and service reliability.
• Personalization
  • Offers personalized interactions based on gathered information and context, improving the customer experience.
• Quick Deployment
  • Designed for rapid implementation, allowing organizations to quickly leverage its benefits.