If the customer's point of entry is voice, the Visual IVR offers the possibility of switching calls to an autonomous digital path (Selfcare) or to a digital path with human resolution (live chat, email, form) through the omnichannel bot.
Read an example of a Visual IVR pathway
Crédit agricole Nord de France optimizes reachability and sales productivity with DialOnce's visual IVR
Digital journey, from app, site, messaging:
If the entry point of the request is on a digital channel, the omnichannel Bot responds directly, in natural language, from generative AI or, if necessary, directs to the right resolution channel.
Listen to how Darty digitalizes all its digital paths (mobile, app, messaging, QR code, emails, website).
DialOnce's omnichannel bot also uses its intelligence to exploit data from conversations and contact paths.
In this way, the supervisor can obtain a very fine-tuned view of his or her activity across the different contact paths, and adapt it as necessary.
> Optimized contact paths
> Human resources are better allocated
> Performance is improved
Your customers just want to be autonomous, as long as they can use their preferred media and get a quality response from the very first contact. Offer them generative AI, and you'll reap the rewards:
> Improved customer experience and NPS
> Lower processing costs
> Accelerated digital transformation
> Adoption of selfcare