Voxual

BACKGROUND

Please describe your company and position.

I am the Assistant Vice President of Call Point Business Solutions

Describe what your company does in a single sentence.

The Voxual conversational AI service left a lasting impression on us. Its integration into our website was flawless and it greatly enhanced our customer support procedures. We were particularly impressed by its exceptional natural language understanding abilities, enabling it to grasp intricate queries and deliver valuable responses.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Voxual to accomplish?

• Initial Chat cater

SOLUTION

How did you find Voxual?

Someone reffer

Why did you select Voxual over others?

Pricing fit our budget

How many teammates from Voxual were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We have purchased this for our customer support department.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

1. Call Completion Rate: Measure the percentage of calls successfully completed by the AI bot without any disruptions or technical issues. A high completion rate indicates efficient functionality. 
2. Call Quality: Assess the overall quality of the calls made by the bot, taking into account factors like call clarity, natural language understanding, and accuracy of responses. 
3. Response Time: Measure the average time taken by the bot to respond to user queries or prompts. Faster response times usually lead to better user experiences. 
4. Customer Satisfaction: Conduct surveys or collect feedback from users to gauge their satisfaction with the AI bot's performance. High satisfaction scores indicate successful implementation. 
5. Conversion Rate: If the AI bot's purpose is to drive sales or conversions, track the percentage of successful conversions resulting from the bot-initiated calls. 
6. Reduction in Human Intervention: If the AI bot is meant to reduce the need for human intervention, track the percentage of calls handled solely by the bot without human interference. 
7. Cost Savings: Compare the costs of using the AI bot versus traditional call center operations. If the bot helps save money while maintaining or improving service quality, it's a positive outcome. 
8. Increased Productivity: Measure the efficiency and productivity of your team in handling calls with the support of the AI bot. An increase in the number of handled calls per agent can demonstrate success. 
9. Error Rates: Monitor and minimize the occurrence of errors made by the AI bot during calls, as excessive errors can negatively impact user experience and overall success. 
10. Call Analytics: Analyze call data to identify patterns, trends, and user preferences, which can be used to optimize the bot's performance and improve outcomes.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They delivered within the deadline that was given to them, and their support team's response time was also good.

What was your primary form of communication with Voxual?

Email or Messaging App

What did you find most impressive or unique about this company?

1. Cutting-edge Technology: Customers might find Voxual impressive if their calling bot utilizes advanced AI technology and natural language processing, leading to highly accurate and efficient interactions. 
2. Seamless Integration: If Voxual's calling bot seamlessly integrates with existing systems and platforms, customers may appreciate the ease of implementation and use. 
3. Customization Options: The ability to tailor the calling bot to meet specific business needs and branding requirements can be impressive for customers seeking a unique solution. 
4. User-friendly Interface: A user-friendly interface and intuitive design can make the calling bot easy to use and manage, enhancing the overall experience for customers.  
5. High Call Quality: If the calling bot delivers high-quality voice calls with clear audio and minimal disruptions, it can leave a positive impression on customers. 
6. Effective Support: Customers may find Voxual impressive if they offer responsive customer support and assistance during the implementation and usage of the calling bot. 
7. Cost-Effectiveness: Providing a cost-effective solution compared to traditional call center operations or other competitors can be a significant advantage for Voxual. 
8. Security and Privacy: Demonstrating a strong commitment to data security and user privacy can instill trust and confidence in Voxual's services.

Are there any areas for improvement or something Voxual could have done differently?

• Advanced AI Technology: If Voxual's calling bot utilizes cutting-edge AI technology, customers might find it impressive due to its ability to understand natural language, provide accurate responses, and improve over time. 
• Seamless Integration: A smooth and hassle-free integration process with existing systems and platforms can be a standout feature for customers, making Voxual's solution unique in the market. 
• Customization Options: The ability to customize the calling bot to match specific business needs, industry requirements, and branding elements can be a significant advantage for customers seeking tailored solutions. 
• Multilingual Support: Providing multilingual capabilities in the calling bot can be a unique feature, particularly for businesses with a diverse customer base. 
• Exceptional Call Quality: If Voxual's calling bot delivers high-quality voice calls with minimal disruptions, background noise, or delays, it can leave a positive impression on customers. 
• Comprehensive Analytics: The availability of detailed call analytics and insights can be impressive, helping businesses gain valuable data to optimize their processes and enhance customer interactions.