Voice Technology for Government
Verbio Solutions for Government & Public Sector
Change you government call center experiences from frustrating to engaging with voice AI solutions
During the pandemic, government call centers were swamped by high demands. These long delays experienced by customers have made technology which solves the issue of call center high volume and slow response times, a higher priority for governments.
Verbio helps government call centers to offer a self-service approach, where customers can find the information they are looking for without long wait times and the headache of long calls with agents. Customers find it frustrating wasting time on a call, when they are just trying to sort out something that should be simple like recovering a password or finding out about benefits.
Using virtual assistants that are human-like to scale, means that customers can call 24 hours a day, 365 days a year, to receive immediate and intelligent support. Unlike chatbots, virtual assistants can understand, take action and close the loop on a customer issue. Saving time for your human agents to concentrate on very complex customer interactions.
With conversational AI, one of the areas of great importance is the level of accuracy. If the virtual agent can’t understand the caller, then the caller won’t be directed to the right area. With government call centers in particular, using a provider that are experts working in many different languages with a specialty in Spanish and Latin America, can be very significant. Especially as in certain languages, a slight change in pronunciation can alter the meaning of the word completely.
Automating thousands of calls a day can reduce the average handling time by 60% and can create a call center cost saving of up to 75%
The complete cognitive call center solution
Features of Verbio’s complete call & contact center solutions for government
Automate and streamline your call centers
Verbio’s Call Automation and Call Authentication solutions can be used to automate and streamline part of the contact center operations. Dealing with customers in natural language and asking an open question at the start of the call such as “How can we help you?” can help to automatically resolve different types of inquiries that may be requested.
By automating part of the call and contact center process, this can help reduce massive call volumes. Customers can pay taxes, request information, schedule an appointment or reset their pin. This means that the more complicated calls requiring a high level of empathy, can be routed to human agents. These calls can be managed in a more personalized way, without the frustrating long wait times.
Discover Verbio's Government Case WorkView Case Study