Small and Medium Businesses

Intelligent Virtual Assistants and AI Chatbots for Small and Medium Businesses

Implementing Intelligent Virtual Assistants or Chatbots is not just for large enterprises.  Developments in technology mean that Chatbots, Virtual Assistants and their associated workflows can now be created in no-code and low-code portals, with minimal IT assistance required.

 

The great thing about AI, in this age of cloud and as-a-service technology, is that you can implement AI in small, discrete projects and at a budget that is affordable on a pay as you consume basis.

Regardless of the sector your business is in, if you have customer-facing departments there will be areas that can be automated to provide a quicker, more personalised service, through your customer's channel of choice.  Whether your audience engages via a website, on the phone, by text or through social channels, customers now expect instant responses. You and your business often only get one chance to make a good impression.  Smaller businesses can now utilise Intelligent Virtual Assistants and AI Chatbots to provide exceptional customer service without the need for additional staff.  

 

Customers now expect much more than a chatbot

Just like enterprise organisations, small businesses can offer automated services through telephony, web, email, SMS, Social Media, smart speakers, kiosks/video screens, as well as existing digital portals and within apps. 

converse360's Assist-Me Customer Service Automation platform enables every organisation, large or small, to be able to build a process for a Chatbot or Virtual Assistant, tweak the messaging, speech and visual workflows that run them and then publish it to your channels of choice.   

 

Your customers and your Sales and Customer Service team benefit from:

  • Opening hours extended to 24/7

  • No more queuing for those customers who want instant responses

  • Customers can self-serve when looking for information or enquiring/placing an order

  • Monotonous and repetitive calls triaged so advisors can focus on more complex enquiries

  • Significantly reduced call volumes into the Sales and Customer Services teams

Virtual Assistants and Chatbots can give users the option to engage when they are browsing a website without being intrusive.  Proactive monitoring detects when customers are getting frustrated or need further assistance, and the system will automatically offer a transfer to a Sales or Customer Services Advisor.  Giving the customer the best possible service depending on their requirements.

Use Cases for Chatbots, Intelligent Virtual Assistants and Service Automation

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ANSWER COMMON QUESTIONS

Answer common questions and provide links to more detailed information, web pages, documents and collateral

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NEWSLETTER SIGN UP

Encourage first time visitors to sign up for a newsletter, more information or request a demo

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ORDERS AND TRANSACTIONS

Customers can make a variety of transactions. Make payments, check delivery times, amend or place orders

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APPOINTMENTS/MEETINGS

Automate the set up, amending or cancelling of appointments, with integrations to Calendars and CRM

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IDENTIFY AND ENGAGE LEADS

Whether your audience visit a certain webpage or say something specific, your workflows can push them down routes that help progress the sale.

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QUOTATIONS

Capture information, look-up details and provide automated responses

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UPSELL OR CROSS SELL

Move prospects down the sales funnel.  Offer free trials, suggest new products and upgrades.  Transfer to sales advisor

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INTERACTIVE SURVEYS

Get feedback and make it simple for customers to rant or rave about your service

Fast-track your service automation journey

Create, build, edit, view, and test your FAQ's and workflows within days

To fast track the set-up of an automated system and reduce costs we have simplified the processes. Below are some example steps for introducing automated webchat, such as a Chatbot, and start testing in a day! 

1

Use the no-code portal to design your chat client. Customise your icons, pop-ups, buttons, colours, fonts, headlines and greeting messages to tailor it to your company brand

2

Choose from hundreds of sample FAQ and workflow templates or create and edit your own through a no-code/low-code portal. Try the example flows that are easily edited or ask a common question to see further examples

3

For connecting your workflows to enterprise data use our standard connectors into housing management and CRM systems or use the low-code Integration Designer to simplify the process automation

4

Test the FAQ's and workflows on the web pages provided, get feedback from different teams and friendly customers. Where using speech, call into the test number and speak with the service and ensure it understands all words, phrases and dialects and retune as necessary

5

Apply a line of code to your website and apply the changes to your telephony system to integrate with your systems

See our Virtual Assistant in action in a housing environment, including workflows.  Discover how you can seamlessly blend automated responses with live agent hand-off including context and transcripts.

You can also request a personalized live demo where we can show you the most relevant features and functionalities based on your business sector and individual requirements.