Call Centre/Business Enquiry and Support Solution

Call centres are valuable assets in a business. It is often the first line of communication between the customer and the company, often the only way to get service and support. Sadly it is often the last activity before the customer walks away.

Why? Call centres are often unwieldly, staff not properly trained, it is always busy "Your call is important to us, please stay on the line (while we play Richard Clayderman for the 88th time)"

Even if you don't have a call centre, customers, staff, suppliers and stakeholders need to contact your company by telephone, email, messages, personal visit, etc. Your success depends on how you respond.

Is there a better way? Can customers go to a web site and get the answers there? Not really. It is too complicated for many customers.The FAQs don't always have the answers and often are not up to date.

For example we did a hypothetical exercise using an airline that allows pets on board their planes.

We asked "Can I take my Jack Russel on board". The ChatGPT bot said "Yes", but gave us the relevant terms and conditions.

We then asked "Can I take my St Bernard on board?" The ChatGPT bot said "No, St Bernards are large dogs, more than 10kg in weight" and gave the detailed terms and conditions.

Note that at no stage in the training of the bot did we include breed of dog. We didn't use Jack Russel or St Bernard in any example, but the ChatGPT bot knew enough to give an informed answer.

Is your website enough to train on? No, customers are always going to be demanding more and asking more complex questions. The web site is likely to answer 20-25% of customers queries. This is not a problem for us. Our sevice is to monitor every single question and answer, and keep refining and adding answers until we have probably 90% of all answers. This is an on-going process. In addition as ChatGPT improves the answers will improve with better training.

How does it benefit you?

• A proper help facility on your website that speaks the language of your customers and is available 24/7. ChatGPT is of course multi-lingual
• Personalized Customer Experiences: Our AI call center solution can analyze customer data and preferences to deliver personalized responses and recommendations. Customers will appreciate feeling understood and valued by your business
• Reduce actual call centre load
• Use the same ChatGPT bot to train call centre staff themselves and all staff on company products, policies and procedures.

Even if you don't have a web site, we can still install a ChatGPT bot and train it. Even if you have no real call centre and your reception acts as an enquiry and response center, ChatGPT bot will work.

Costs are far lower than you might expect. Call us now to enquire.

To be accurate, this isn't just a call centre solution. If it was, it would still be exciting. However it is a total company knowledge solution. A call centre is just a small part of this. The biggest part is the ability to collect and using AI collate all company knowledge and information and make it searchable by a system that speaks plain language.

Yes, Google is an amazing tool and when it catalogues your web site it has a huge amount of information about your company. Anyone can use Google to search for that information. Take it 1000 steps further. Instead of just searching, for which you have to know or guess keywords how much better to ask ChatGPT (or any large language model)?
Of course, as a web search engine Google only catalogues what it finds on your website. ChatGPT can be trained on data that is "anywhere" - your website, PDF user manuals, Excel spreadsheets, other website, databases and everything else in-between.

Call us now on 083 634 9393 or info@et-ai.co.za