Callbot: Definition and Applications

What is a Callbot?

A Callbot is a virtual consultant switchboard, equipped with the ability to communicate naturally with customers. It can be understood that a callbot is a talking tool, replacing a switchboard operator in some cases.

In particular, a callbot has the ability to "talk" 24/7, with no limit on the number of simultaneous calls. Thanks to that, customer care work can take place continuously, without interruption.

Callbot is similar to a customer service operator over the phone. 

Applications of Callbot in the digital age. 

Callbot is becoming more and more popular in many fields, bringing many benefits to businesses. Some main applications of Callbot are: 

Customer care: 

- Answer frequently asked questions: Callbot can quickly and accurately answer customer questions about products, services, working hours, etc. 

- Support ordering and payment: Help customers order and pay conveniently and quickly. 

- Track orders: Provide information about order status, purchase history. 

- Collect customer information: Automatically collect information from customers to serve marketing and sales activities.

Marketing and sales: 

- Telemarketing: Automatically make calls to introduce new products and services to potential customers. 

- Customer surveys: Conduct surveys to collect customer feedback. 

- Appointment reminders: Remind customers of scheduled appointments. 

- Welcome new customers: Welcome and advise new customers. 

- Internal support: 

- Appointment scheduling: Automatically schedule meetings and internal calls. 

- Employee information management: Update employee information, manage working time. 

- IT support: Answer questions about systems and software.

Callbot is becoming more and more popular thanks to its diverse applications. 

Callbot from Viettel AI - Call Automation Solution from Viettel AI

Viettel AI is the Viettel Data and Artificial Intelligence Service Center (Viettel AI). In which, Callbot - a virtual assistant platform - is built to solve the needs of searching, looking up information, communicating, optimizing and automating business operations, especially in customer care. 

Callbot from Viettel AI helps improve communication productivity with a processing capacity of 200 times compared to regular employees and a customer satisfaction rate of up to 96%, according to Viettel AI's announcement.

Outstanding features of Viettel AI's Callbot include:

• Natural Language Processing: Viettel AI's Callbot can recognize the intent behind customer questions using machine learning models.
• Speech Processing: Enables the system to convert from voice to text and vice versa with high accuracy. Notably, Viettel AI's Callbot effectively supports both Northern and Southern Vietnamese accents.
• Scenario Management: The Callbot can independently create in-depth conversation scripts with customers or generate them from sample templates. It also allows for the selection of speaking speed and voice.
• Information and Data Management: This virtual assistant allows for the management and import/export of lists of entities by type into the system.
• Call Management: Provides statistics on all calls; allows searching for rated and unrated calls, callback calls; and exporting call lists.
• User Management: Enables the creation and management of accounts using the platform, with flexible role-based permission settings.
• Reports and Statistics: Includes campaign call reports, bot call quality reports, detailed call reports, and the ability to expand report criteria.

Viettel AI Callbot – A virtual assistant helping businesses address customer service issues.

Benefits of Viettel AI’s Callbot in Enhancing Business Efficiency

Viettel AI's Callbot, powered by Artificial Intelligence (AI) and Natural Language Processing (NLP), brings significant advantages to businesses, helping boost operational efficiency and optimize customer experience.

Automates Call Center Systems – Reduces Workforce and Operating Costs

• Reduces manpower needs: The Callbot can handle a large volume of incoming calls and automatically answer frequently asked questions, significantly easing the workload of call center staff.
• Operates 24/7: Callbot runs continuously without rest, ensuring customer support is available anytime, anywhere.
• Saves operational costs: Helps reduce expenses related to hiring, training, and managing customer service staff.

24/7 Availability Improves Customer Experience

Thanks to stable, around-the-clock performance, the Callbot is always ready to assist customers without downtime. As a result, customers no longer need to wait, enhancing their service experience and strengthening trust and loyalty to the brand.

Personalized Customer Experience

Traditional IVR (Interactive Voice Response) systems often frustrate users due to their complexity and lack of personalization. This has led many customers to abandon brands after poor IVR experiences—indeed, a 2018 report showed that over 80% of customers were willing to stop doing business with a company after a negative IVR interaction.

Viettel AI’s Callbot, with advanced intent recognition, delivers accurate responses tailored to user needs. With its natural-sounding voice and dynamic conversation flow, the Callbot creates an experience that feels like talking to a real person.

Data Collection for Strategic Insights

The Callbot is not only a support tool but also a powerful companion in understanding customers. With each interaction, the system continuously learns and improves, delivering increasingly accurate and personalized responses. Data collected from calls becomes a valuable resource, helping businesses make informed decisions and elevate customer experience holistically.

Viettel AI’s Callbot – Bringing significant value to businesses

How to Use Viettel AI’s Callbot Effectively

Viettel AI’s Callbot is a powerful tool that automates calls, enhances operational efficiency, and improves the customer experience. To use this tool effectively, refer to the detailed guide below:

Define the Purpose of Use

When building a Callbot, clearly defining the tasks it will perform is crucial. Whether it's for outgoing or incoming calls, customer support, or sales assistance, a well-designed Callbot will help businesses achieve optimal results.

Identify the Target Customer Group

Understanding the target audience is essential for creating authentic and engaging conversations. By customizing the content, tone, and style of interaction, businesses can leave a positive impression and increase their ability to persuade customers.

Choose Supporting Technologies

In addition to its core features, Viettel AI’s Callbot is equipped with advanced technologies such as voice biometrics and emotion analysis. These features help businesses better understand their customers, enabling more accurate decision-making when selecting a Callbot solution that suits their specific needs.

Create Callbot Scenarios

To ensure that the Callbot aligns with business objectives, companies should develop clear scenarios that guide the Callbot’s conversations. A well-structured script will ensure that the Callbot delivers the most relevant and accurate interactions.

Set Up and Test

Before full implementation, businesses can test the Viettel AI Callbot for a short period. This testing phase will help minimize errors, optimize features, and refine the customer support scenarios for the Callbot.

Monitor, Evaluate, and Optimize

Using the reporting and statistics features of the Viettel AI Callbot, businesses can track and assess the performance of the Callbot. This data can then be used to create even more effective customer care scenarios and further enhance the Callbot’s performance.

The above outlines the basic benefits, applications, and effective use of Viettel AI’s Callbot. We hope this article provides you with the most helpful information!