Example of RENFE's Virtual Phone Assistant

Have telephone callbots arrived in name centers to stay?? Voice-based conversational technology continues to demonstrate a potential that is quickly being utilized by companies.
We often tend to think that its application is focused on virtual assistants and abilities (Amazon ) actions (Google Assistant) , but the truth is that this technology goes far beyond, and telephone callbots in name facilities are becoming one of the most common representations. A, n. d, que tienen un mayor retorno cuando mayor es el volumen de interacciones en un name heart, i, n.
d?
e (e). The goal of this type of bots is to take care of recognizing via voice what the user needs without the user having to press buttons or follow a defined pattern. In this way, a telephone callbot could be defined as the automatic assistant capable of maintaining a telephone conversation with a human being using natural language while answering the doubts and requests that the user makes.
As we mentioned earlier, one of the first telephone callbots implemented in Spain is Renfe's, the main railway operator in Spain. The functionality proposed by this callbot could be implemented in many companies that currently have integrated IVR systems.
What for technological religion they are for?
The integration of this type of bots allows users to enjoy a smoother experience. We will focus on the case of Renfe to convey its usefulness. In the case of the railway Crimson, when you call its call center, the interaction begins with an IVR that addresses a series of initial questions (for example, language). If you want the conversation to be in Spanish (and after listening to the legal terms), the callbot comes into play and asks you a very direct and open question:
What is the reason for your call?
In this case, we indicate that we have a question about a ticket. After giving us a message asking for confirmation if our question is related to a ticket, the callbot asks us what our specific question is. In our case, indicamos que es para cambiar un billete y automáticamente nos confirma que es para cambiar un billete” y nos pasa a un agente para que podamos llevar a cabo el cambio.
Estamos ante una interacción fluida, sin botones comandos a ejecutar. Simplemente mediante el uso de la voz, podemos conseguir nuestro objetivo en cuestión de segundos. ¿Qué ha ocurrido? El asistente ha interpretado lo que buscamos y, para concluir la interacción, nos pasa a un agente.
But, ¿cómo funcionan?
Al igual que otras interfaces conversacionales, el callbot telefónico utiliza tecnología de comprensión del lenguaje natural hablado, en el que el sistema es capaz de reconocer las palabras clave” de lo que decimos y en función de eso recorrer un camino u otro. ¿Sencillo, truth?
Es preciso destacar que en el caso de Renfe incluso la locución del bot es más fluida y con unos toques menos robóticos, generando una experiencia de usuario más cercana a la interacción con un ser humano. Cuando pensamos en la interacción con un sistema automático vía telefónica pensamos en una experiencia tediosa y compleja que en muchas ocasiones acaba por desesperarnos porque no va a funcionar. However, los avances en materia de comprensión del lenguaje están transformando por completo esta realidad, consiguiendo gracias al entrenamiento y la tecnología que comprendamos al cliente, otherwise, implement a business logic that in many cases is to transfer to an agent to avoid the caller's frustration. Above all, our reputation as a brand is at stake, shares with us Ángel Hernández , managing partner of Chatbot Chocolate
As a company specialized in conversational technology for years, we have been witnessing a growing interest in these resources in the name facilities, with the clear objective of embracing the efficiencies that technology can bring, without forgetting that in some cases, the assistant will be designed to understand what the client wants, but again, due to business circumstances it is determined that the best thing to continue that conversation is to transfer to an operator, aportándole a éste último la información que el cliente ya ha proporcionado; y en otros, sobre todos en los de poco valor añadido y/ de fácil resolución, sí permitiremos que el asistente inicie y finalice la conversación con el cliente” afirma Hernández.