Automatic Phone Calls Archivi - Dillo Piattaforma di Comunicazione

Intelligent Voice Assistants for your Switchboard

Francesca — Wed, 10 Jan 2024 14:04:57 +0000

January 10, 2024

Use case

AI-Powered Phone Voice Assistants

The integration of an AI-powered voice assistant within the company’s telephone system offers numerous benefits, not only for customers but especially for your internal staff.
Integrating an artificial intelligence (AI)-based voice assistant within the corporate switchboard provides numerous benefits, not only for customers, but especially for your company’s internal staff.

But let’s take a closer look at what this is all about: what is an AI voice assistant?

An artificial intelligence (AI)-based voice assistant integrated with your business PBX is an application or computer system that uses AI to answer incoming calls and assist users who contact the company through the PBX. This type of assistant is designed to automate and improve business communications and customer experience.

How it works

AI-based enterprise voice assistants use a combination of technologies, including speech recognition (ASR = Automatic Speech Recognition), natural language understanding (NLU = Natural Language Understanding), and natural language processing (NLP = Natural Language Processing).

Without going into too much technical detail, we could summarize the process of assistant operation in these main steps:

1. Voice Recognition

The assistant listens to the audio of the call and converts the voice to text using voice recognition.

2. Natural Language Understanding

AI analyzes transcribed text to understand the user's request or intent.

3. Processing of Requests

Based on the understanding of natural language, the assistant makes decisions about the action to be taken. For example, it may direct the call to a specific department, provide information, or perform a specific action.

4. Interaction with Business Systems

The assistant, integrated with other external applications, can access corporate databases or other data sources to obtain up-to-date information.

5. Response Generation

The assistant generates a text response then transformed into audio (via TTS = Text To Speech) to be returned to the user, which can be a confirmation, an answer to a question, or a specific planned action.

6. Response to the user

The assistant returns the response to the user via audio, in the case of Say it, via neural voice.

Benefits

1. Improves Operational Efficiency:
The voice assistant can automate many of the repetitive and low-value-added tasks, such as routing calls, answering frequently asked questions, or booking appointments. This frees corporate staff from tasks that can be performed more efficiently by AI, allowing them to focus on more strategic tasks.

2. Improved Customer Service:
A well-designed enterprise voice assistant can provide 24/7 support to customers. It can answer their questions, handle service requests, or provide information about company products and services in a timely manner. This helps improve the customer experience and increase satisfaction, as well as track the level of support offered.

3. Cost Reduction:
The automation of certain activities through AI reduces operational costs as well as being a great savings in terms of time and tasks performed by operators.

4. Scalability:
AI-based voice assistants are highly scalable. They can handle a large number of simultaneous calls smoothly, adapting to changing business needs.

5. Improved Employee Productivity:
Employees can use the voice assistant to quickly access business information, make reservations, and take over customer service only when strictly necessary, freeing up their time for other tasks and avoiding unnecessary interruptions.

Cases of utility

Inbound Call Management

The voice assistant can handle inbound calls, directing callers to the appropriate people or departments according to their needs. It can also provide basic information, answer common questions, or, when integrated with other applications, perform predetermined actions.

Reservations and appointment cancellations

For businesses that require reservations, such as medical offices or beauty salons, the voice assistant can manage the appointment booking process, sending confirmations and reminders to users

Technical support

A voice assistant can provide basic technical support, guiding users through solutions to common problems or gathering information for follow-up human assistance. For example, Dillo’s voice assistant can turn phone inquiries into support tickets, assigning the task to the requested or appropriate operator.

FAQ answers

It can answer frequently asked questions about products, services, or company policies, reducing the need for physical operators to personally intervene to resolve these inquiries.

Automation of internal processes

In addition to customer service, a voice assistant can be used to automate internal business processes, such as call recording, meeting scheduling, or support ticket management.

Cases of utility

The beauty of Artificial Intelligence, is that through the process of machine learning, the assistant constantly learns from each interaction and improves over time, providing increasingly accurate and personalized service; moreover, since it is a versatile technology, it can be adapted to a variety of business use cases with a view to improving the customer and employee experience.

In conclusion then, integrating an AI-based voice assistant into the corporate switchboard can lead to greater operational efficiency, improve customer service and reduce costs;

Dillo assistants are highly customizable and, based on your needs, can perform specific actions to automate not only communication but also the management of related tasks.

Would you like to integrate an intelligent voice assistant to your corporate PBX?
Talk to our experts, they will be happy to learn about your needs and recommend the best solution for your business!

Channel

Topics

What is a Telephone Assistant
How it works
Benefits
Use cases

Phone notifications for Riparaora

Francesca — Thu, 27 Jul 2023 15:15:37 +0000

July 27, 2023

Case History

Riparaora Optimizes Customer Journey
with Dillo Phone Notifications.

If in the past you have had the need to repair your Iphone glass or refurbish one of your Apple devices (and more), you are probably already familiar with Riparaora, Italy’s leading Apple repair and service center.
If you’re still unfamiliar with it, perhaps you might be interested to know that, not only do they take care of your device all-around, from pickup to return to your doorstep in just a few days, but they also know how to pamper the customer like no one else; want proof? Take a look at their google reviews.

But what makes Riparaora a leader in its field?

Quality, professionalism and efficient service are obviously fundamental and indispensable prerequisites, but will they be enough?
To understand this, we spoke with Gaetano Caruso, CEO and founder of Riparaora, who explained how customer care is crucial in this regard: nowadays, technological devices, especially smartphones, acquire enormous significance in the eyes of the user, both from a personal and emotional point of view (they contain photos, conversations, memories and above all data… in short, our cell phone talks about us), and from a utilitarian point of view (just think of how many actions we now perform solely through smartphones and above all the importance this has as a daily work tool).

It is therefore not surprising that the target audience in this case has high expectations and above all is very attentive, given the concern that usually pervades us the moment our device breaks or gets damaged.

Listening carefully to the customer and dressing in his or her shoes is therefore the first step in order to be able to structure impeccable customer care, in which case attention to the smallest detail and highly personalized.

In order to build the customer-centric Customer Journey, Riparaora first and foremost ensures the direct relationship between the staff and the service user, but not only that, thanks to a series of communication automatisms, it keeps the customer constantly informed about the status of repair and shipment of the product, thus earning the extreme trust of its target audience and at the same time meticulously managing the progress of individual work.

How Riparaora improved its Customer Journey thanks to Dillo

In early 2022, when Gaetano Caruso contacted the Dillo team, he was looking for a solution that would allow Riparaora to automatically manage the sending of individual notifications to alert the customer when their device had finished repair and was ready to be shipped.

Voice channel, specifically the use of automatic outbound calls.
A phone call, compared to other communication channels, enjoys more attention from recipients and allows the message to be conveyed directly; in short, it is the ideal medium for sending urgent notices or important notifications.

Dealing with the sale of technical support services, I can confirm that direct communication with the customer through automated calls makes everything very usable and with an extra edge

Providing even more accurate customer service is not the only benefit of automated calls, however; in fact, the real benefit is the significant savings in time and money, which allows staff to focus on their tasks and automate the more repetitive ones.

With Dillo's service, we are sure that the customer has been informed about the outcome of the repair and it saves us time (and money) with the sales department.

Plans for the future

As you may have guessed by now, the customer service offered by Riparaora already starts from very high standards, but it can be further optimized in its internal organization in order to further free up staff and delegate automatable functions to Dillo. Talking about plans for the future of Riparaora in fact, Gaetano Caruso claims.

Automating the direct communication and information aspect, even in the quote phase, with a multimedia and interactive approach is our next step in integrating Dillo. I would therefore recommend that everyone take advantage of the great benefits brought, without any doubt.

From our side, we can say that we are thrilled to know that our services have helped Riparaora optimize its customer communication, but most importantly, we look forward to getting back to work together on the next project.

See you soon!

Client company

Sector

Repair and service centers

Challenge

To enhance an already exceptional customer service experience, consider automating the delivery of notifications regarding the outcomes of product repairs.

Solution

Voice Outbound

How was Dillo created

Francesca — Mon, 06 Feb 2023 09:54:12 +0000

February 6, 2023

Dillo API Platform

How was Dillo born?

Welcome to Dillo’s blog!
As a first article, it is appropriate to make some introductions:
We are a team of technicians, Voip experts, programmers, salespeople, communicators, testers and much more!
But is this really what sets us apart from every other team?

At Dillo we believe that the soul of our team is not only in the roles, qualifications or Know How acquired in these 25 years of experience. What makes us unique is our approach to “YES WE CAN”, which, carried forward together with the philosophy of lifelong learning (continuous learning), has allowed us to get involved and take on the great challenge that lies behind the creation of Dillo.

What challenge is this?

To tell you about it, we need to go back a bit, to 2012, the year in which we launched our first multi-channel web platform: SENDService.
SENDService, in addition to being a successful service that we are proud of, represents our first approach to communication systems, and in particular to Voip (Voice Over Ip) channels; the platform, still active, allows companies to manage their communication and marketing campaigns in Cloud mode, using the SMS, Email and Voice channels, with the possibility of making automatic phone calls without an operator and managing Call Centers in Cloud with an operator.

Despite the great success achieved by SENDService, we decided to go further, to put ourselves back into play to offer something more to our partners and customers; the idea, born from the CEO and Sales Manager of Dillo Gianfranco Albrigi, was not to limit users to the use of a pre-packaged platform, but to provide them with all the tools necessary to create their own application, capable of responding flexibly to the various and specific sector communication needs.

To do this we used the vast versatility of API methods; what is it? APIs (acronym for Application Programming Interface) are sets of procedures with which application software is created and integrated. They allow products or services to communicate with other products and services, thus simplifying the development of apps and allowing a clear saving of time and money. The great challenge that we took on at the time, and that we are still carrying forward with enthusiasm, did not only involve the creation of an innovative and versatile service, capable of improving the management of corporate communications, the real challenge was above all that of developing and setting up the first Italian CPaaS (Communication Platform as a Service): Dillo.

Dillo with your Software

More than two years after its launch, Dillo is still evolving and, like any product that can be defined as cutting-edge, it will constantly be so, but let’s see what features the platform currently has.

Thanks to the structure of the API methods, Dillo can be integrated quickly and intuitively (and obviously for free) into any application and allows you to offer the user a wide range of features.

In fact, with just a few lines of code, it allows you to manage the sending and receiving of autom atic phone calls, SMS and Emails directly from the software application to which it is integrated. Furthermore, thanks to Artificial Intelligence, Dillo offers the possibility of structuring intelligent virtual assistants in NoCode logic, as Chatbots (based on text communication via chat) and Voicebots (voice assistants able to interact via telephone with the caller). The result is a service structured with the best technologies and infrastructures available today, capable of guaranteeing your applications the speed, reliability and flexibility necessary to support communication flows of any size, all over the world, with a 99.99% delivery guarantee.

And now?

Now we certainly won’t stop! We are currently working on a new integration, available very soon: the Whatsapp channel, which will allow you to receive and send Whatsapp text and multimedia messages directly from your application.

If you want to find out more about the platform and our philosophy of thought, take a look here, if instead you don’t want to miss any news on Dillo’s developments, sign up for our fantastic newsletter via the form!

See you soon,
the Dillo team.