Abstract
Bots are now more and more present in our daily life, we can find them in the form of chatbots, voicebots or FAQs. Since the number one source of customer demand is phone calls, callbot becomes a requirement in order to ensure a 24/7 presence and to minimize customer wait times in addition to demining charges. Callbots present a new kind of machine-human interface.
In this article, we are making a prototype call bot to manage incoming calls to a French-speaking call center specializing in customer relations. The first callbot is deployed for a period of 4 months, the first results are satisfactory and motivate for move on to new stages of setting up the callbot system.
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Aattouri, I., Rida, M., Mouncif, H. (2021). Creation of a Callbot Module for Automatic Processing of a Customer Service Calls. In: Fakir, M., Baslam, M., El Ayachi, R. (eds) Business Intelligence. CBI 2021. Lecture Notes in Business Information Processing, vol 416. Springer, Cham. https://doi.org/10.1007/978-3-030-76508-8_30
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DOI: https://doi.org/10.1007/978-3-030-76508-8_30
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