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Smartbot utilizes chatbot and RPA technology to recognize a customer's intent, identify the appropriate solution, and execute it in the most efficient manner. It also enables the human workforce to handle more complex and high-value tasks through automation of their interactions with third-party systems and an overall lighter workload. SmartBot’s automated solution ensures a streamlined ramp to proficiency and a dramatically improved retention rate for agents, in addition to increased value captured at a lower cost in every interaction. As customers engage with SmartBot, it continuously improves and expands the scope of requests and conversations it can handle. XSELL’s SmartBot: Supercharge your bot SOLUTIONS OVERVIEW SUPERCHARGE YOUR BOT . Customer self-service: Customers can engage with SmartBot to get their inquiry resolved, freeing up the human workforce for more complex and high-value tasks. Task assistance for staff: Execute any back-end tasks during a customer call, enabling agents to focus on providing a better customer experience and significantly reducing resolution time. Targeted Proactive: Identify potentially high-value customers on the purchase path, based on behavioral analyt- ics, and proactively engage them. Value Capture: SmartBot captures lost value by resolving large volumes of tedious inquiries with more straightforward pathways of resolution, which enables your team to focus their human resources on high-value, complex inquiries. SMARTBOT BENEFITS Filter out low-value driving engagements and actively engage high-value customers at the right time. Increase revenue, conversion rate, customer satisfaction, and agent efficiency. Improve agent ramp to proficiency and reduce agent turnover rates. Eliminate repetitive and labor-intensive tasks. PROBLEM Current methods in chat and phone customer service are cost-ineffective. Oftentimes the customer’s request and the necessary solution are straightforward, yet current ways of addressing these issues are inefficient. For example, accessing complex third-party systems leads to an inability to offer a first-contact resolution, thus creating customer dissatisfaction. On top of high turnover rates and a slow ramp to proficiency, the high labor costs often outweigh the value returned.
