Integrating voice AI with your business systems

Integrating voice AI with your business systems will allow you to build powerful automated self-service voicebots to assist your customers.

A voicebot platform allows you to manage your voicebots, configure them and track their performance. But to get even more out of your voicebot platform, you will need to integrate it with your other business systems.

There are two main types of integration you will want to create with your voicebot platform.

• With your telephony system
• With another business system like a CRM or help desk software service

You can also integrate your voicebot platform with your preferred business intelligence software service if you need to extract voicebot performance data into your reporting.

Integrating voice AI with a telephony system

Integrating your voicebot platform with a telephony system allows the voicebots to handle some – or all – of your inbound calls.

When starting out with voicebots, it’s generally a good idea to start with automating one or two of your business processes.

Once you have set up the automated processes the voicebot will handle using the configuration tools in the voicebot platform, you need a way to direct callers to those services when they call your business. This is where the integration with the telephony system comes into play.

Account status check example

Let’s look at an example.

Suppose your business wants to use voicebots to allow your customers to call to check their account status as a self-service with no call waiting:

1. If you have an existing IVR or other menu system, when a caller selects the option to check their account status, you need your telephony system to hand the call over to the voicebot.
2. The voicebot can then help the caller check their account status.
3. If the caller requests that the voicebot pass them back to a human agent, then the voicebot platform needs to channel the call to the next available, appropriate customer service representative.

Read how logistics company, SendIt, enables self-service order status checking using Talkie’s voicebot solution.

Integrating voice AI with business systems

Integrating with your CRM

Integrating your voicebot platform with your CRM is an efficient way to personalize the customer experience and automate record administration.

Personalized greetings example

Let’s look at another example.

Suppose you want your voicebot to greet existing customers by their name and have the voicebot call up their order status automatically. If your CRM tracks this information, you can use the caller ID as a variable to link to the CRM records. Our voicebots can make use of voice synthesis so they can articulate every customer’s name without the need for pre-recordings.

Integrating with your help desk

If you want to automate your phone-based help desk, you can by integrating your help desk software with your voicebot platform. Using voicebots for first line support is a great way to save callers hold time and frees up your experts to deal with more complex troubleshooting.

Self-service FAQ example

Let’s say that a high volume of calls to your help desk require information from your FAQ. Instead of directing callers away from the call to a web page URL, you can have the voicebot give the information over the phone. The voicebot will be able to understand the caller’s issue and direct them to a human agent for assistance as required.

Integrating with a booking service

Another common integration is with a booking management system like + examples. This allows the voicebot to offer callers fully automated self-service.

Hotel virtual reception service example

Let’s look at an example of how you could integrate your booking system with a voicebot platform.

A hotel chain wants to offer automated 24/7 booking management over the phone. The voicebot answers calls where the customer wants to make, manage or cancel a booking. For managing or canceling existing bookings, the voicebot captures key data from the caller such as their name, booking reference and date information to retrieve the booking details from the booking system. The voicebot can interact with the customer to capture the new booking details before pushing the booking information back to the booking system. Hotel reception staff can be alerted with automated booking notifications.

Read about how hairdresser retail chain, Jean-Louis David, fully automated their phone reception service with Talkie’s voice AI.

Integrating with a business intelligence or insight platform

Many call and contact centers use metrics to measure performance and while a good voicebot platform will track many useful statistics out of the box, call center managers may need to build custom reports specific to their reporting needs.

In these cases, it’s possible to pull data from the voicebot platform into a third party application such as Microsoft BI or Google Dashboards where it can be mapped or blended with other data sources, such as the performance metrics for human agents.

Benefits of integrating your voicebot platform

Integrating your voicebot platform with your other business applications allows you to automate call-based transactions with your customers without compromising on the quality of the customer experience.

• Create automated self-service voicebots that reduce call waiting times for callers
• Reduce the administration load on your staff
• Keep track of key metrics using custom reporting tools

Integrating your voicebot platform is easier than you might think. Chat with Talkie’s Customer Success team if you need to know more. We’re experts at getting people up and running with voice AI.