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| Smart request handling and dialog management with chat and voice bots | |
| Triggering emails or forwarding to alternative channels | |
| Callers can easily book appointments | |
| Call forwarding according to duty rosters | |
| Knowledge base for recurring questions (e.g., opening hours, prices, product features) |
Incoming calls that cannot be answered are handled by Smart Group Voicemail.
This service allows callers to leave messages for specific departments or individuals. Important information such as name, callback number and reason for calling is requested. The messages are automatically converted into text, sent by email to the relevant department and also stored in a central inbox. The welcome and farewell messages can be freely configured.
Advantages:
Automatically route callers to people who are available according to the;
duty roster or are currently on emergency duty.
This service enables intelligent call distribution based on an availability overview from the stored duty roster.
This ensures that urgent calls are handled promptly, improving customer satisfaction
and internal efficiency.
Advantages:
Smart IVR understands the response in natural language and automatically forwards
the call to the appropriate department, employee or channels such as chat or email.
With LLM (Large Language Model), Smart IVR recognises the content and context of
the conversation. This eliminates the need for time-consuming keyword list creation.
Advantages:
Give callers the option to ask questions via WhatsApp or other channels and share additional documents.
With the Call Deflector, an incoming call is automatically analysed and the caller is offered an alternative contact option – e.g. WhatsApp or links to a web chat or form.
Advantages:
Use the bot to automatically answer recurring questions or transfer them to live chat if further information is required.
The web chat is available to your customers around the clock. Once integrated into your website, interested parties are free to choose how they would like to contact you. The dialogue can be switched to other channels, such as contact form, email, WhatsApp or service hotline, at any time. Your customers can always reach you in the way that is easiest for them.
Advantages:
This automated solution records appointment requests, compares them with available time slots and books suitable appointments directly in linked calendars such as
Google and Outlook.
The appointment scheduler is your digital assistant for smart appointment scheduling around the clock. This saves you time, avoids double bookings and offers
your customers a convenient service that is available at any time.
After successful booking, customers and employees can receive a confirmation.
Advantages:
The AI solutions can be integrated directly into existing communication environments or common messaging channels. The drag & drop functionality in the graphical editor and a knowledge database for recurring questions (which the customer can fill with information such as price lists, product data sheets, opening hours, etc.) make configuration a breeze. On request, interfaces to the customer's own CRM and ticket systems can be programmed.
