What is a virtual assistant call center?

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In the era of the booming digital revolution, the application of artificial intelligence (AI) to life and production is absolutely inevitable. Changing human needs and improving living standards mean that every business providing products/services must offer its customers the best. Digital transformation is an inevitable trend, bringing businesses in all sectors more business opportunities as countless AI-powered tools emerge, including Virtual Call Centers.

Why can we confidently say that Virtual Call Center solutions are breaking down technological barriers and optimizing costs for businesses by up to 70% (according to statistics from Base.vn)? It can be said that these are things that the old analog call centers could not achieve!

What is a Virtual Call Center?

AI Technology

“Artificial Intelligence” (AI) – also known as artificial intelligence. Simply put, AI is a branch of technology applied to many software programs today, helping users handle tasks quickly, simply, and intelligently. AI creators focus on developing it to “mimic” human intelligence to solve problems, recognize images and speech, adapt to circumstances at any time, and provide reasonable solutions, while also predicting upcoming/future problems.

Virtual Call Center

A Virtual Call Center, also known as a Smart Multi-Channel Call Center, is a solution that helps businesses sell and provide customer service across multiple channels on a single management platform. It optimizes costs and human resources, integrates many superior features, and enhances the customer experience.

AI Call Center

The AI ​​Call Center is one of the solutions that has successfully applied AI technology, creating many intelligent features to improve and enhance service quality.

Some AI applications in the AI ​​Call Center:

Automatic Voice Response (IVR)

Using AI voice integrated into the multi-channel call center, businesses can respond to customers instantly on calls even when a representative is busy. You just need to prepare a suitable script and input it into the system, set up the IVR feature, and on each call, the AI ​​voice will read the greeting script instead of the representative, guiding the customer while waiting for a representative to answer the call.

Chatbot Feature

As mentioned, the AI ​​Call Center is a comprehensive multi-channel sales and communication management platform. We can manage communication and interaction activities across multiple channels on a single system. Therefore, we can absolutely set up our own chatbots – an application of AI technology.

Chabots work by inputting a series of question/answer scenarios into the system to automatically and quickly answer and advise customers. This requires us to truly understand the product/service and customer needs to create appropriate scenarios. In addition, these scenarios must be regularly adjusted to improve the quality of customer service, reduce the workload for the consulting team, and avoid overload and inadequate customer care.

Call Scoring Feature

The OMICall Virtual Assistant Call Center now features a call scoring system based on voice and emotion. Specifically, AI technology uses the tone of voice of both the customer and the consultant (high or low, gentle or loud) to determine whether the call is satisfactory. This helps managers understand call quality and make adjustments, including providing appropriate training and skills development.

Keyword Labeling Feature

Throughout the call, the AI ​​Call Center system will “monitor” which keywords are frequently repeated by the customer and label them accordingly. This allows staff to understand the customer’s psychology, needs, desires, or problems, enabling them to offer suitable solutions.

Benefits of the Virtual Assistant Call Center

The Virtual Assistant Call Center supports businesses in managing multi-channel communication, sales, multi-platform customer service, and employee performance. In addition, a Virtual Call Center integrated with CRM can store customer information, optimize and professionalize the customer service process, helping businesses:

Reduce costs

• Reduce call charges by 40%;
• No hardware costs;
• Minimize personnel costs;
• Completely free internal calls.
• Increase revenue
• No missed calls;
• Optimize the work performance of the Telesales and Sales teams;
• Increase customer satisfaction;
• Suggest products that match customer needs.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh