Have you ever had a voicebot conversation unexpectedly veer off topic or suddenly fall into an awkward silence? Now we have a solution. Our voicebots have gained an innovative feature – Smart Fallbacks, which allows them to fluently fill in the gaps in the conversation and restore its natural rhythm.
Thanks to the new functionality, voicebot can better handle unexpected questions from users. This is because in real conversations, callers rarely stick to the script – sometimes they ask about something unrelated to the topic, make a joke, take a longer pause or completely deviate from the main thread. At such moments, the voice assistant uses ChatGPT technology to respond in a natural and sometimes funny way while subtly steering the conversation back on track.
How does it work in practice?
Suppose a customer in the middle of a loan application suddenly asks how long it takes to process it. Voicebot answers the question, then continues with the actual process. Other questions can be loosely related to the topic – such as about the weather at a travel destination when buying a travel policy – or completely unrelated to it, such as a joke or a digression. Voicebot supported by ChatGPT can respond smartly in such situations and steer the conversation back on track. It can also respond to silence that is too long by subtly prompting the caller to take the next step. This makes conversations more natural and users more satisfied.
Korzyści dla firm
For companies, this means fewer dropped calls and higher case resolution and customer satisfaction. The new solution also relieves the burden on voicebot configuration teams – there is no need to create complex scenario logic or constantly update it. Now the voicebot handles unforeseen situations on its own. Smart Fallbacks perfectly complements existing dialogue paths, eliminating potential bottlenecks in the conversation.
The new option is now available on our platform and can be easily added to any voicebot scenario.
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