As inbound voicebots reach new heights of capability, another exciting evolution is taking place in the world of AI-powered communication: the rise of outbound voicebots. The same technology that has dramatically expanded the scope of what AI assistants can achieve on inbound calls is being adapted and enhanced for outbound interactions, opening up a new realm of possibilities for proactive customer engagement and productivity in the contact center.

At Conectara, we’ve embraced this evolution with our suite of AI-powered solutions for call centers, built on Amazon Connect. One of these services, Outbound Voicebots, replaces outdated agent scripts with customized LLM prompts designed to reach out to your customers and execute specific tasks, providing a more efficient and scalable solution for outbound engagement.

This is accomplished with a unique combination of AWS AI services: not only Amazon Connect omnichannel cloud contact center services, but also Amazon Lex for building conversational interfaces and Amazon Bedrock Generative AI. The integration of these AWS AI Services, performed by certified members of the Amazon Partner Network, creates a natural language voicebot capable of navigating the trickiest of terrains to reach your customer and complete their programmed goal.

Let’s take a look at some of the outreach goals a voicebot can accomplish. By automating these routine tasks, these AI assistants free up human agents to handle more complex inquiries, boosting both productivity and customer satisfaction.

Ensuring Phone Number Accuracy in Large Customer Databases

Maintaining the accuracy and currency of phone numbers in a large customer database is a critical task that most call centers need to perform frequently. Manual verification through cross-referencing or relying on agents can be time-consuming and resource-intensive. 

By leveraging Conectara’s voicebots, businesses can streamline the verification process, saving both time and resources. These automated bots can place calls, interact with IVR systems or human intermediaries to reach the intended recipient, verifying phone numbers quickly and accurately. 

Simplifying Appointment Reminders and Reschedules

Routine customer service activities where the context of a conversation is limited is perfect for outbound voicebots. A good example is confirming an appointment call centers spend valuable agent time having their agents recite some version of the same script call and call again:

Hello, can I speak to {end participant}

I would like to confirm your appointment for {appointment}

Thank you.

Conectara’s voicebots excel in handling these focused conversations, ensuring not only efficiency but also a positive user experience. They quickly access customer data and use natural language processing to deliver personalized, accurate responses. They seamlessly navigate interruptions, repeat information when needed, and generally interact in a humanlike manner with customers. 

Collecting survey data

Gathering customer feedback through surveys is vital for understanding customer needs, preferences, and pain points. However, manually conducting surveys can be labor-intensive, often resulting in lower participation rates due to time constraints on both customers and agents.

Conectara’s voicebots effortlessly handle this task by reaching out to customers at optimal times and guiding them through short, interactive surveys. Our AI-driven assistants are capable of adapting to the customer’s responses in real-time, clarifying questions if needed, and recording data accurately. 

This automated process ensures a consistent experience, maximizes response rates, and provides high-quality data that call centers can use to improve services, products, and customer experiences.

Ready to see how Conectara’s Outbound Voicebots can transform your call center operations? 

Outreach voicebots offer call centers a powerful way to streamline operations, enhance customer interactions, and free up human agents for more complex tasks. Whether it’s verifying customer data, managing appointment reminders, or collecting valuable feedback, Conectara’s intelligent voicebots are designed to handle these processes with speed and efficiency.

Ready to see how Conectara’s voicebots can transform your call center operations? Schedule a demo with our team today and unlock the full potential of AI-driven customer outreach!