Innovative Voice Intelligent BOT
Xtrabot by Atento: Enhancing Railway Traveler Experiences
Goals
- Boost customer satisfaction while simultaneously curbing costs.
- Phasing out the traditional IVR tone system.
- Full automation of straightforward queries, eliminating the need for human intervention.
Strategy
- Integrate real-time updates on pricing and incidents, ensuring cohesion with the railway’s website.
- Utilize Natural Language Understanding (NLU) for voice BOT, facilitating open-ended questions.
- Post-call satisfaction survey for continual feedback and improvement.
- Introduced a semi-automated claims service leveraging Azure Speech to Text.
Hightlights
- Achieved automation of half the target typologies, totaling 30 out of 60.
- Integrated Atento’s in-house Xtrabot solution seamlessly with client systems
- Capable of handling massive influx of up to 180 concurrent calls, or 10k calls in an hour.
Results
- An overwhelming 94% of calls are managed exclusively by Xtrabot.
- The remaining 6% of calls, which might require a more specialized touch, are smoothly redirected by a virtual agent.
- A significant 12% of total calls have been wholly automated.
- Xtrabot proudly automated around 4 million calls throughout 2020.
