Outsourcing the contact center turned out to be too expensive an option, plus the execution of contracts alone would have taken at least a couple of days, and the organizer no longer had that time. Solution Taking into account all the input data, we proposed using the AI Contact Center platform, which operates on the basis of a Virtual PBX. The organizer's office already used IP telephony, but for the event we connected a separate virtual city number, which we connected to the PBX.function so that the robot automatically connected the sales manager with the subscribers who answered the call, and loaded the dialing database into the Virtual PBX. After that, we connected the widget on the landing page and created a simple chatbot in a no-code constructor for qualifying leads.
For a channel in a popular messenger, we created switzerland cell phone number list another chatbot with a similar scenario. Then we activated the Contact Center option in our client’s personal account, connecting to it a PBX scenario associated with a contact number for calling about an event, and chatbots for a widget on the website and a messenger. Thus, operators were given the opportunity to track requests in text channels, connect to client dialogues with the chatbot, and, if necessary, make calls directly from the Contact Center interface. Initially, it was planned to use the Speech Analytics function to save and analyze transcribed conversation records directly in the Contact Center interface, for which purpose the PBX scenario was added there. Subsequently, the customer decided to reduce costs, and the Speech Analytics function was not activated.
Results As the customer wanted, we managed to prepare and launch a comprehensive solution for organizing a contact center within one working week. Operators could see all text dialogues in a single interface, which allowed them to promptly answer questions and promptly connect to customer dialogues with the chatbot to maintain service quality. As for the database calling, the progressive calling function helped to significantly reduce the operators' downtime due to waiting for the client's response, so the task was completed as quickly as possible. After the event, data on users who clicked on the landing page and interacted in the widget was analyzed to optimize subsequent advertising campaigns.The main reasons why global supermarket retail chains are trying to implement chatbots into their marketing strategy are to improve the quality of service and enrich the customer experience with positive emotions.