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Benefits of implementing Voice Bot in your service flow to optimize your customer relationships
Voice service
Design and customize phone service flows directly from the OneMarketer platform, using voice menus instead of text.
Context-aware handoff
Voice Bot can resolve queries and requests by voice, and when it can’t, the agent receives the full context and diagnosis of the call.
Features that resolve cases from start to finish
Skills and priority-based routing
When a call needs human attention, the bot transfers it to an agent based on skills, language, queue, customer priority and availability. The agent receives the call with all existing context.
Reporting and recording
Every call is logged with audio recording, transcript, the path taken through the flow, timing and operational metrics (calls handled by the bot, transferred, abandoned, queue time and resolution rate).
Generative AI
The bot uses your company’s knowledge base to resolve queries, with no need for constant manual programming and no hallucinations (paid feature).
Vector databases
We integrate VDBs so information retrieval uses contextual answers, drawing on your company’s media resources (PDFs, audio, text, etc.).
Voice Flow
Designer
A drag-and-drop editor where you build the entire call journey by dragging nodes: welcome, menu, data capture, querying external systems, transfer, survey and case closure.
Speech recognition and synthesis
The bot listens to what the customer says (Speech-to-Text) and replies with a natural voice (Text-to-Speech) in multiple languages and regional variants, avoiding keypad number entry.
AI Agent integration
The voice flow can delegate entire portions of the conversation to an AI agent with RAG, which answers open-ended questions using the customer’s knowledge base (paid feature).
System integration
The flow can query and update external systems in real time (CRM, ERP, order databases, collections systems or calendars) via embedded JavaScript and HTTP calls.
Measurable impact from day one
Reduction in Contact Center load
with Voice Bot
Increase in first-call
resolution
Reduction in average
handle time
Use cases applicable across multiple industries
Banking and Insurance
Handles balance inquiries, card blocks and fraud alerts in a single channel
Telecommunications
Handles initial fault diagnosis and scheduling of technical visits
Retail & E-commerce
Manages order status and handles
returns by voice,
Health
Appointment confirmation, initial medical guidance, FAQs and basic medical recommendations
Add voice without losing service quality
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Empower every area of your business with a tailored conversational ecosystem. At Onemarketer, we combine advanced technology and a dedicated team to transform your customer experience and optimize your processes. Don’t leave it for later: leave us your information and let’s start designing your personalized pilot.