FAQ

How much does this solution cost?

We offer 2 different packages and the cost depends on which package you choose and the number of contacts you want to process. The abovementioned variant with templates - Voicebot with Basic Functionality - would cost starting from 2800 PLN for 1000 contacts and integration. There’s also a Professional AI Voicebot with more comprehensive functionality. You can find details on both variants as well as the exact costs on our pricing page.

How long does it take to implement Voicebot?

It depends on which variant of AI-Voicebot you choose since we offer 2. First one with templates - Voicebot with Basic Functionality - can be implemented in just a few days. You get a fully functioning AI-Voicebot with editable script templates, speech synthesis and recognition, webhooks, SMS triggered by action/answer, local phone number and reporting.

In certain cases customers need something very customized and we provide that as well. There’s a custom pro version with conversational scenarios featuring multiple sequences of events/replies. Such Voicebot can consult in multiple areas, understand multiple intents and its implementation may take from 3 to 5 weeks.

Does TENIOS provide implementation support?

We provide full support from initial idea to the release of the project: we’ll set it all up for you. Moreso, our expert team provides initial analysis of your business workflows to ensure you get the optimum solution based on your problems, needs and goals. Depending on the complexity of your business process we provide adaptation and integration of our solution into your business processes and ensure smooth integration with your CRM system.

How does vb know how to react? And what to say?

So, let’s imagine a situation, where a bank customer calls a support, complaining about their credit card, which is not working. There are different ways to talk about this issue:

- my card is not working;
- my card is blocked;
- I couldn’t make a payment;
- something is wrong with my card;
- can’t I make a payment

and so on.

Voicebot can understand all these different variants, including interjections through intents. An intent is basically what the user wants or their intention. In this case the intent is the - ‘blocked card’. And all the different ways, in which the user can express it, are called the ‘training phrases’. In other words, they are the predicted phrases that the user may say. When the user’s utterance overlaps with, or matches the intent that the voicebot knows, then the voicebot knows how to react and what to say.

How AI helps to understand the end user better and what machine learning has to do with it?

It all comes down to the process of intent matching, where AI based machine learning is applied. Machine learning mechanism compares the intent of the user with the intents that the voicebot knows and finds the best match. How does the matching process work?

Machine learning algorithms calculate the confidence score for each intent that the voicebot knows. The confidence score is marked on a scale from 0 to 1. Where 0 means that the match is completely uncertain, and 1 means that the match is completely certain. The vb needs to find the user’s intents amongst all the variants. For this the threshold is defined in the process of the voicebot creation and testing. The threshold does not define how good the vb is in finding the variant. But it helps us to set how strict we are in letting the vb find the right intent. Opinions vary on what the threshold should be like, usually it’s from 0.3 to 0.7 depending on the complexity of Voicebot. So, again, In other words, machine learning classifies which intent that the voicebot knows is the most similar to the intent said by the user and this is how Voicebot understands people.

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