Zaion supports its partners SITEL France and TSC Digital by deploying a Callbots for the French Ministry of Solidarity and Health, in order to be able to answer all citizens' questions without waiting time, even in times of high contact volume. Deployed within 48 hours at the request of the Ministry, the Callbot supports citizens in the fight against COVID-19, complementing the government's information service, which is available 24 hours a day on the toll-free number 0 800 130 000.
How does the overflow callbot work?
In order to maintain the customer relationship with the citizens in this situation, the overflow callbot is a tool that can assist the advisors as needed, thereby making it possible to take care of all callers and their various issues. The calls are analyzed so that the callbot can be continuously adapted to the outcome and the context. In this way, the population receives the best possible information and support.
By activating the voice agent, the caller can be served in less than 10 seconds. The quality of the service is at the required level. The Callbot can connect to the consultants at any stage of the process.
A tool that helps the consultants when needed and allows them to take care of the request.
The Callbot is able to handle the following topics:
- Mobility within France
- Travel abroad
- Move
- Find test center
- Symptoms
- Contact cases
A real technological challenge overcome to deal with an exceptional situation. A fine example of a hybrid solution bot + human.
The Callbot in numbers:
- Provision of the first version within 48 hours
- Handling rate between 15 and 27 % of calls answered by the bot.