It answers the usual questions
Lots of calls ask the same things: what time you open, how long delivery takes, how to return something, whether a product has a guarantee, where to park. With Voani, your agent answers them with what it knows about your business, learnt from your website and the documents you upload, and puts it in its own words, without reading from a script.
Whatever isn't in its document, your agent doesn't make up. It notes who's calling, their number and what they need, and says your team will call them back.
It listens before answering
It notices if the caller is in a hurry, upset or unsure, and adapts what it says and how it says it. If it's interrupted, it stops talking. With a complaint, it follows your rules; this is the one the dashboard suggests for any business:
- When someone is angry or wants to complain → listen without interrupting, apologise and take detailed notes so they're called back.
And others that often come in handy in customer service: “When they want to return or exchange something → ask what they bought and when, and explain how it works with what you know”, or “When they ask about an order → ask for the order number or their name and a number, and say they'll be called with an update”.
It learns from what it didn't know
After each call, the dashboard shows you what it couldn't answer. You add it to its document with one click and, from the next call, it knows. So the more it's used, the less goes unanswered.
You know why people call
Each call arrives in your dashboard with its summary, the result (resolved, for you, other…), the reason and the caller's mood. In Statistics you see the most common reasons for calling, how calls end and how that changes compared with the previous period, and you can download it all as a CSV. If a reason keeps coming up, it might deserve an extra line on your website.
In your customers' language
Your agent speaks Spanish, English, French, German or Italian, with eight native voices in each language. Each agent answers in the language you set, and an account holds up to 10: for example, one in Spanish and another in English for your customers from abroad.
What it doesn't do yet
- Check your systems: it can't see your online shop or your management software, so it doesn't know where a particular delivery is; it takes a note so you can look into it.
- Send messages to callers, by text, WhatsApp or email.
- Connect to your number: coming very soon. Today you create it and try it from your browser.