Daktela, which develops communication software for customer and contact centers, is newly cooperating with Feedyou, a new generation of smart chatbots and virtual assistants developer. Customer centers that use Daktela software will be able to more easily take advantage of robotic assistants to automate customer communication.
Chatbots, which today are an essential element of communication automation, generally focus on addressing recurring customer requirements. They reduce the number of conversations a live person in a call center would have to handle. In some companies, this saves up to half of human labor, which can significantly reduce costs.
The main advantage of Feedyou chatbots is that they are able to handle up to 80% of frequently asked questions, provide an immediate answer and handle communication during peak hours and outside working hours (e.g. 62% of Feedyou users communicate between 6 pm and 10 pm and 25% on weekends). Another advantage is that the chatbot handles tedious, frequently recurring queries, so the operator have time for more complex requests or problems, making the work more interesting for them.
As part of our collaboration, we have prepared an integration that will allow Feedyou chatbot to act as a virtual operator in the Daktela system. Therefore, immediately after starting a conversation, the chatbot takes over and communicates with the user using pre-prepared scenarios, or uses language understanding models (NLU) to understand text messages. Only if the chatbot does not know how to proceed, or if the user directly requests it, it will forward the conversation to a specific group of live operators. In addition to plain text messages, users can also use quick reply buttons, view multimedia content or insert attachments, which can streamline and make communication more pleasant and guide users in the right direction.
Feedyou and Daktela are now jointly preparing to enter foreign markets.
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