AI solution dedicated to call centers.
How can our Voicebot help you?
  • Pre-qualification of client’s requests
  • Answers to Frequently Asked Questions
  • Order status notification or confirmation
  • Delivery notification or confirmation
  • Helpline
  • Satisfaction survey


Can Voicebot for call center replace a consultant?

Voicebot helps to automate repetitive tasks, e.g. frequently asked questions or order status confirmation. It can also automate CRM/HRM system management and reporting. This prevents real consultants from burning out and saves their time for tasks requiring more problem-solving and creative skills, like handling difficult client issues or consulting on uncommon questions. Such an approach increases the performance of your team.

How long does it take to implement Voicebot for call center?

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 customised 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.

How much does it 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 € 390 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.

Does TENIOS provide 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 a Voicebot help you save money?

If your business model involves communication with customers, voicebot can help reduce costs in this area by 2-3 times compared to solving a problem via call centre. The average cost of qualification for one lead by Voicebot is just 0.80 euro.

Here’s a real-life example from the HR sphere. One of our clients - a courier company - needed to process 625 CVs and they calculated that using Voicebot for this job they saved 145hours and 1455 euro in 30 days.

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;
- why 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.

What’s the difference between Voicebot and IVR?

Firstly, you’ve definitely encountered Interactive Voice Response, or IVR. Remember when you called your bank or post office and you heard on the other end press 1 if you need this, 2 if you need that, etc. That’s IVR.

It is a system that switches on previously recorded messages, and the caller selects the appropriate menu item by pressing the corresponding number on their phone. IVR uses the DTMF tone recognition system and, in a few cases, in a very narrow way, speech recognition - it can understand a simple YES / NO. But you have to be as precise as possible when answering. IVR will not understand the intentions and nuances of natural language. It is unable to explain the problem and answer the question

TENIOS Voicebot is an AI-Voicebot, so it uses AI-based machine learning and natural language processing to understand natural language and respond to it in a natural way.

Let’s compare with an example. Client calls the bank and says that their card is not working. IVR will only present options to choose from or ask YES / NO questions to redirect the call to a manager. Voicebot can understand the client’s problem however they formulate it, for example:

- My card doesn't work
- I couldn't pay with my card
- I couldn't make a transaction
- Your bank is a joke, I couldn't buy a new iPhone because the card won’t work.

Well, Voicebot can recognize each of these variants and help the customer solve the problem.

Interested in exploring the features of our Voicebot?

Get in touch with our experts!