Deploying a Callbot for the Ministry of Solidarity and Health, France

by | May 27, 2021 | Blogposts | 0 comments

Zaion is supporting its partners SITEL France and TSC Digital in deploying a Callbot for the Ministry of Solidarity and Health to answer all citizens’ questions with no waiting time, including during busy periods. It was deployed at the request of the Ministry within 48 hours to help citizens in the fight against COVID-19. This Callbot complements the government’s 24/7 information service available at the toll-free number: 0 800 130 000. 

How does the overflow callbot work?     

To maintain customer relations with citizens during this situation, the overflow callbot is a device that assists advisors when necessary and thus allows for the handling of all callers on a variety of topics. The callbot is continuously adapted according to the context and the analysis of the conversations in order to provide the best support and information to the population.

The voice agent is activated to handle a caller in less than 10 seconds, and it keeps a service rate quality at the required threshold. The callbot can communicate with advisors at any time and at each stage of the process.
This system supports advisors when necessary and thus allows them to take charge. 

The Callbot is able to deal with the following topics:

  • Traveling in France 
  • Traveling abroad
  • Moving house 
  • Testing sites 
  • Symptoms
  • Contact cases   

This is a real technological challenge that has been tackled in order to face an exceptional situation, and it is a great example of Bot + Human hybrid.

Some figures: 

  • Implementation of the first version in 48 hours 
  • Processing rate – between 15 and 27% of calls initiated by the bot.