Build flows with
Integrated environment that allows both the creation of flows within a traditional IVR (Interactive Voice Response) system and flows of intents and entities with chat or vocal Bot assistance. These AI multilingual Bots are self-learning software systems that can be trained by the company’s staff.
Omnichannel automated experience
Customers have come to expect automated responses in certain stages of their support interactions. However, it’s important to offer the same engaging experience and clear information throughout the different channels.
Speed up your conversation
That’s the goal of Collab’s OneContact Flows, which unifies the conversation scripts to be used both by the Interactive Voice Response system and the conversational bot. This solution is key to further develop the chatbot “behavior.”
Developing conversation scripts
The chatbot will be trained to correctly identify “INTENTIONS” within hundred of possibile scenarios, as well as the “ENTITIES” involved, and what kind of immediate help can be provided.
Smarter over time
The more you train the chatbot, the better it will be able to detect the “EMOTIONS” displayed by the customer and rank them. Based on the valuation, the bot will determine if the conversation needs to be transferred to a human agent.
All this training is established and conducted by OneContact Flows.
Based on Collab’s experience, the best way to train bots is using human agents, who will listen to the interactions and shape the bots’ reactions. Bonus: this option is a great way to optimize costs.
Speech Recognition & Sentiment Analysis
Extract value from sentiments
Collab has natively integrated market leading speech recognition capabilities into OneContact Quality Monitoring.
This technology examines calls and assesses both the agent and customer’s tone; it transcripts voice into text to extract relevant information such as intents expressed through keyword trends or areas that need improvement. The results are indexed, searchable and can be used to improve customer experience and identify selling opportunities. This tool is split by 2 different modules:
For a bigger picture of the contact center. Analyze global insights like sentiment distribution, talkover and silence periods, overall sentiment of the interaction, word cloud with the most used words during the interaction, improper language and others.
You can access all the information that was extracted from the recording and see the evolution of sentiment levels (both for agents and customers)
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