Smart voice robots can take on updating customer databases, handling payments, renewing policies, conducting surveys, and collecting initial information for risk assessment. At the same time, the reduction in data processing time can be more than 35%, and the cost of processing applications - by 30%, compared to the indicators of "live" customer support. Increased sales and improved service - these potential benefits from the implementation of a voice assistant have brought us a client that is in the top 40 in terms of insurance premium payments in our country for 2022. Let's consider what tools were included in the solution and what results were achieved 6 months after the implementation of the voice robot. Features of the MCN Telecom client We were approached by an insurance company that had significantly improved its market position over the past few years following a structural reorganization and large-scale marketing changes.
Unlike insurance industry leaders who have significant uk cell phone number list resources to invest in modern technology in customer service, our client was hoping to achieve significant results within a tight budget. was attracting new clients and increasing repeat sales. Expanding our own call center or outsourcing the growing number of requests was not feasible within our financial framework, and training qualified employees who would show good results required significant time investment. Voice robots, unlike regular employees, can simultaneously conduct as many dialogues as there are lines connected to the phone number. They also reduce waiting time on the line and do not require lengthy training. The client decided to test the robot both in cold calling and for repeat sales and processing incoming phone requests, so we offered several interaction scenarios.
Solution For each of the scenarios, the following were connected: multi-channel numbers, an auto-dialing module, a Question-Answer speech synthesis and recognition function, and a Call Recording function. We also set up the integration of the Virtual PBX with the CRM system so that information about all interactions with clients was available in a single interface to every call center employee. Outgoing calls Cold calling of b2b clients The voice robot called companies, offering to take part in an industry study on reducing business risks or to receive ready-made results with recommendations. In this way, we were able to update the data and warm up clients who were previously unfamiliar with the customer for subsequent communication with sales managers. Repeat sales to b2c clients For this scenario, a notification about the approaching renewal date of the insurance contract was set up via web hooks.