uCall: Artificial intelligence customer service with a natural voice

06:00 | 14/03/2022 Companies

(VEN) - Call centers based on artificial intelligence (AI), known as “callbots”, are increasingly prevalent in the field of customer care. The newly launched uCall platform is a callbot telemarketing and service organization providing round-the-clock natural-sounding customer care.

Cost minimization

uCall helps businesses minimize cost and provides customers with reliable, fast information. It uses artificial intelligence technology combined with big data collection to help businesses find, reach and understand customers, save time, minimize operational costs, and increase automatic sales’ revenues.

ucall artificial intelligence customer service with a natural voice
uCall won the I-Startup 2021 Champion

Callbot enables businesses to process an unlimited number of calls of a simple nature, helping them save money and providing positive customer experiences.

Global enterprises spend an estimated US$425 billion annually to operate call centers, with staffing costs accounting for more than 50 percent. However, many enterprises have not optimized the customer care process, resulting in loss of customers. An estimated 70 percent of customers do not receive timely support, and 20 percent have to wait 20 seconds or longer. With the traditional PBX (private branch exchange) system, businesses have limited ability to collect and analyze call data and understand callers, curtailing efficiency.

uCall prides itself on placing customer experience first. With its collected data, uCall helps businesses learn about their customers, increase sales and the rate of returning customers by 30 and 40 percent, respectively.

The platform is a suitable solution for businesses in the different fields of finance, education, logistics and marketing, among others, helping enterprises automate the sales processes, serving customers 24/7 with the most natural voice.

Personalized scripts

The uCall features include automatic call answering, preparing scripts according to hundreds of templates, customer personalization through tools to help callers build their own scripts by dragging and dropping, and analyzing and drawing customer portraits.

uCall collects information on calls (including duration) and customer behavior, and demographic information, and integrates CRM (customer relationship management) and ERP (enterprise resource planning) tools to support businesses.

However, uCall still faces certain challenges, such as approaching enterprises and competing with rival VBee Callbot, and Cyber ​​Callbot platforms.

In 2021, uCall won the I-Startup 2021 Champion, the KBS 2021 Champion - a startup business idea contest for Vietnamese citizens aged 18-25 and university students nationwide, organized by the Future Entrepreneurs Club, Foreign Trade University under the auspices of the Japanese Embassy in Vietnam and sponsored by the Kawai Scholarship Fund.

Last year, uCall was one of the startups to raise US$50,000 from Vietnam Silicon Valley (VSV) Capital through the VSV Capital Accelerator Batch 7. In addition to cash seed funding, VSV Capital will provide a four-month program of intensive accelerated training as well as support packages from Amazon Web Services and Freshworks. Moreover, VSV Capital continues to accompany startups for six to eight years to promote business indicators, optimize costs and operating systems, and advise on fundraising strategies.

Call centers based on artificial intelligence (AI), known as “callbots”, are increasingly prevalent in the field of customer care. The newly launched uCall platform is a callbot telemarketing and service organization providing round-the-clock natural-sounding customer care.

Hai Yen