Sabio Digital

Virtual Assistant

DigitalSolutionsInsight

Virtual assistants can make digital journeys quicker for your customers and more efficient for you.

Virtual assistants help ease the pressure on contact centres by answering basic queries. Sabio’s virtual assistant typically cuts enquiries to a contact centre by 30% – and in some cases by up to 50%.

As well as making staff more efficient, this also improves morale. Contact centre staff can dedicate their time and expertise to resolving complex problems rather than simple tasks such as re-setting passwords.

A well-designed virtual assistant can also increase your CSAT and NPS scores. But what do we mean by well-designed?

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A well-designed virtual assistant…

…is based on customer need

While it can be tempting to get on with building a chatbot, there’s no point in creating anything before you’ve done your research. Sabio conducts primary research with your target audiences. We analyse how customers use your website and why people turn to your contact centre for help. We find out what people want and need from a virtual assistant and from your website. If you don’t understand the current customer experience, a new virtual assistant won’t solve your business challenges.

…is designed for your business and customers

The avatar for your virtual assistant needs to look and feel like it’s part of your brand. It will be seen and used by your current and potential customers, so it needs to reflect your business in the best possible way. A/B testing will show which avatar gets the greatest engagement. It’s also vital the virtual assistant provides useful and relevant answers. Thanks to our experience with a range of clients, we can provide a starting-point of common questions and answers for specific sectors. This means Sabio virtual assistant adds value as soon as it goes live, rather than learning answers from scratch – which can frustrate your website users.

…feels natural and intuitive

Giving accurate answers is one thing – speaking ‘human’ is another. If the dialogue feels clunky, awkward or wrong, people will give up and go elsewhere. Our team of dialog designers and ux specialists will work with you. They’ll design and optimise the virtual assistant using Natural Language Processing and machine learning to ensure it feels intuitive and sounds natural.

…is a helpful source of information and insights

The value of Sabio’s virtual assistant extends beyond the contact centre to your entire customer experience strategy. Marketing managers can use the data to reveal at which point customers leave the site, what content gaps there are and what are the most common questions or pain points.

Product managers can see verbatim feedback from customers about what’s working and what’s not.

…knows when to say goodbye

An intelligent digital assistant knows when to offer help and when to step back. For complex or sensitive queries, a human touch is best.

Sabio’s virtual assistant analyses at which point in their journey customers need a phone number, email address or the opportunity to chat live to the contact centre. This provides the best possible experience for customers and reduces website exit rates and lost leads.

Have you met Abi?

Abi is the unique virtual assistant who lives on this website. She’s a busy bee, keen to learn and always ready to help. You can find her on your screen right now. Abi is the avatar we have chosen to answer your questions and demonstrate Sabio’s virtual assistant in action.

Abi is new to the team and like every chatbot, she needs a bit of time to learn the ropes. The more you interact with her, the more she’ll learn – and the wiser she will bee!

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Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]

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What our clients say

Addison Lee

“Sabio helped implement our Voice of the Customer solution quickly, and the team has always been there to help us analyse our feedback data and recommend ways to put our results into action across the wider Addison Lee business.”

Dan Beeby, Customer Experience Operation Manager

LV=

“With Sabio we know we can go beyond the confines of the WFM tool. They understand what we’re trying to do, and they’ve got the skills and experience to make it happen.”

Phil Coole, Senior Operational Planning Manager

HomeServe

“Having first worked with Sabio to launch Speech Analytics at our Walsall contact centre, we’ve now extended the deployment to our claims operations in Preston and Nottingham. For the last three years we have been targeted with a goal of using Speech Analytics to unlock efficiency savings worth over £1 million a year, and we have always achieved that goal, so there’s no doubt that our investment in the technology has been a success.”

Alison Hanson - Director of Contact Centre Strategy

LV=

“Sabio has delivered a fantastic roadmap for the evolution and proactive monitoring (MaaS) of our Avaya Contact Centre infrastructure. Sabio’s active engagement model has enabled LV= to drive it’s contact centre transformation plan and unlock significant savings.”

Adam Kinghorn - GI Customer Interaction Controller

AA

“Looking to the future we needed an expert technology partner to help us in developing our next generation, multi-channel communications infrastructure.”

Simon Brown - Infrastructure Services Manager

Office Depot

“Working with Sabio has given us access to a real depth of understanding in both workforce optimisation processes and technology, and that has been a key factor in ensuring the success of a major technology refresh project at Office Depot.”

Dave Corless - Head of Resource Planning

HomeServe

“Sabio’s proven experience in deploying speech analytics solutions and tuning them for improved performance has helped us accelerate our time to value and we look forward to making customer analytics an integral part of our broader engagement strategy.”

Alison Hanson - Director of Contact Centre Strategy

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Call us: +44(0)344 412 3000 Email: [email protected]
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