Robovoice voice bot more than 3 times reduced the cost of processing incoming applications for UMVend

2024: Incoming Line Client Service Automation

YUMVend automated customer service on the incoming line using a voice bot developed on the Robovoice platform. The introduction of the bot made it possible to reduce the cost of receiving calls by more than 3 times. Robovoice (Robovois) announced this on July 15, 2024.

YUMVend is a large supplier of equipment and products for vending, serving more than 700 enterprises in Russia. In an effort to provide a high level of client service for a fast-growing network, YUMVend has implemented a Robovoice voice bot for processing incoming calls.

Now the bot, without involving the operator, receives calls, clarifies the reason for the appeal and the city of the subscriber. In the case of a request related to servicing the vending equipment, the virtual employee further clarifies the number of the vending machine. Due to integration with the internal accounting system, the bot, when talking with the client, forms a request for a solution to the problem and sets a task for the specialist responsible for the region. So, the bot independently processes and fixes about 2000 applications per month.

Previously, customer calls were handled by incoming line operators. Automation of the process made it possible to significantly optimize the client service: eliminate missed calls, provide round-the-clock support and guarantee an instant response to the call.

In addition, an additional scenario was implemented to monitor the quality of the company's service service. Bot conducts NPS surveys, making an outgoing call immediately after the YUMVend employees close the application, and offers to assess how well the problem was solved on a 10-point scale.

We actively work with vendors in the Russian market, helping them develop their business comprehensively: from the selection of locations to the supply of products. Along with the growth of the vending network, the number of requests from partners is also growing, so the introduction of the Robovoice bot helped us optimize customer support, "commented Maxim Evlyutin, director of YUMVend. - Robovoice technologies have reduced transaction costs and accelerated customer resolution. During use, the bot processed about 50 thousand applications without involving operators.

One of the areas of application of Robovoice voice bots is Smart IVR. In some cases, bots act as secretaries: they classify a call, instantly route it to specific specialists or record information in CRM and transfer it to employees, "said Alexander Pavlov, Managing Director of Robovoice, SL Soft. - Along with this, Robovoice smart bots can take over the consultation and independently answer standard questions so as not to distract qualified employees or operators from the routine - after all, their work time is several times more expensive. The introduction of bots is a rational approach to the use of resources and improvement of client service. Due to various market factors, in particular, a shortage of personnel, voice technologies are becoming a necessity for business.