Digital Voice Assistants Improve Self-Service with Assist You

In an interview with Jim van der Jagt, Product Owner at AssistYou, we discuss their specialisation in providing digital assistants.

“AssistYou develops digital voice assistants that support your customer service over the phone. This contributes to an improved customer experience, along with more productive employees and associated cost savings.” says Jim.

“A digital voice assistant can understand spoken texts,” says Jim. Due to its high routing accuracy, AssistYou improves the efficiency of the customer contact center based on caller input. “Because our assistant understands what the caller is saying, we ensure that the caller is linked to the right agent. This, in turn, ensures that less time is lost due to misdirected calls.” Jim continues.

“AssistYou's routing is effective on its own, but the integration with Cloudoe ensures that the agent receiving the call already knows the reason for calling the customer. Cloudoe manages this integration, also known as Computer Telephony Integration (CTI), and provides the agent with relevant information in the customer contact system.” says Jim.

“The integration of AssistYou's digital assistant with Cloudoe contributes to an improved customer experience compared to traditional customer service channels.” Jim continues. In addition to routing calls, AssistYou's assistant performs recurring, “simple” tasks such as scheduling appointments, booking a taxi ride or adjusting installments. “In principle, these processes no longer require human intervention. AssistYou also reduces the workload of the customer contact center by reducing unnecessary human customer contact. Nevertheless, we think it's important to always carefully consider whether a task is better suited for a digital assistant or a person,” says Jim.

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“Although callers may initially be reluctant about a voicebot, we often see that after a first experience with a digital assistant, they are often positive. We have carried out various tests where we give the caller a choice; namely waiting in the queue for an employee or choosing a digital assistant. We see that many opt for the digital assistant and asking customer satisfaction afterwards shows that they were helped pleasantly, quickly and efficiently!” continues Jim.

“Looking ahead, the rise of generative AI promises transformative change,” says Jim. Jim: “AssistYou is already developing and integrating generative AI to extract real-time information from a knowledge base, allowing the voice assistant to provide prompt and accurate answers.”

“The collaboration between Cloudoe and AssistYou clearly provides synergy in integrating our products and services. Cloudoe has extenisve knowledge, they have a similar development process and mutual understanding at the product level makes the implementation process smoother and faster.” says Jim.

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