“Your call is important to us. Please continue to hold” Does this sound familiar? Imagine the frustration at the other end of the line your customers have to go through while the query might be as simple as “what is my credit score ”?
In this new digital world if a customer has to wait for 15–30 mins to speak to an agent there is something fundamentally wrong with the way an Enterprise operates. Throwing more agents to respond to queries or moving your call center to a developing country is definitely not the way you want to scale and reduce your call time to few seconds. How do we solve this problem? We need an intelligent virtual assistant or a chatbot that can understand the natural language, process the query, talk to one or more systems in the background, aggregate the information from these systems and provide a response instantly so that the customer can easily digest.
Continue reading “Intelligent Bots improve customer experience”


