AI-BASED CALLBACK SOFTWARE
Software features:
AI meets Behavioral Science
Artificial intelligence, A/B tests and other features optimize handled calls.
In a typical queue, callers hang up after an average of 60 seconds and redial an average of five times. Abandoned and repeat calls drag down KPIs and increase costs.
AI-based Callback Software
After the ideal hold time, our callback software with an improved IVR script gives callers options instead of hanging up or calling again. Using behavioral science and data analysis, it helps callers choose the best option:
Scheduled call-backs: Callers can schedule up-to-the-minute callbacks at a time of their choosing. The number of callbacks offered is automatically adjusted to the size of your team.
Virtual waiting / courtesy callback: Callers hang up and let the software wait for them. They are then called back at the next possible time based on your team’s capacity.
Option to wait: Allowing the caller to wait in the queue helps to segment callers and avoid abandoned calls.
Online scheduling: The option to easily schedule an immediate call-back or a call-back at a later time via the website, app, newsletter or chatbot.
AI-based Callbacks
AI algorithms plan the capacity of scheduled callbacks in real time and adapt to circumstances such as outages, increased or decreased call times or disasters in real time. The software does the scheduling automatically.
This eliminates the need for manual intervention. The algorithm used is data-driven and takes into account relevant real-time KPIs such as AHT or team punctuality.
Out-of-the-box, interface-free AI. No manual effort to schedule capacity planning.
A/B testing
A/B testing is a behavioral science technique. SO Callback distributes calls to two different IVR dialogs every second to make data-driven decisions to improve metrics.
Which IVR script guarantees the lowest number of abandoned calls in your service center? What common boilerplate phrases should you avoid at all costs? How much do optimized scripts in the queue increase the number of calls handled?
All ServiceOcean customers benefit from the scientific results.
Winback-Feature: Win back abandoned calls
Even with optimized IVR scripts, some callers will abandon the call. It’s important to reconnect these callers to prevent repeat calls.
Hang ups are immediately called back by the software and connected to a human agent at the next available time. Recover abandoned callers before they call again and reduce your overall call abandonment rate.
The Winback feature provides businesses with an additional 5% more handled calls.
SOFTWARE FOR INBOUND CALLING
Product features
Dashboard & Reporting
Speech recognition
Customer notifications & call reminders
Skill-based routing
Real-time synchronization
Text to Speech
Satisfaction surveys (NPS)
Simple bot connection
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