Voice Assistants and Chatbots in Customer Service: Majorel and OmniBot Form Partnership
Gütersloh, 14th January, 2021 – The leading customer experience (CX) and BPO provider Majorel and the provider of the chatbot and voice assistant platform OmniBot agreed to combine their expertise and go to market with a joint offering. The object of the partnership is a hybrid service model that combines OmniBot’s technical expertise in implementing chatbots and voice assistants with Majorel’s expertise in solving customer requests by customer service representatives in the service center. The main aim is to improve the customer experience by integrating voice assistants in the telephone channel.
"The object of the partnership is to provide end customers with an exceptional service experience by combining OmniBot's expertise in automated customer interaction with Majorel's expertise in human-to-human customer communication," said Alexander Witte, Head of Digital Business Unit at Majorel Germany and Eastern Europe. OmniBot, with its Conversational AI platform, offers the ability to develop fully scalable chatbots and voice assistants (also known as voicebots) for customer service. Majorel adds the human component to the platform. For complex requests or when human empathy is needed, the bot solution hands over the request to a customer service representative according to a predefined process. "Our platform works with a conversational AI system that enables human-machine interactions which closely resemble human-to-human communication, making it very intuitive for anyone to use," said Jascha Stein, CEO and Co-Founder at OmniBot. "Components such as Automatic Speech Recognition as well as Natural Language Understanding enable end customers to describe their concerns in their own words, as the system recognizes even complex requests and is constantly learning." With the help of real-time monitoring, the human-machine interaction can be analyzed and the conversation can be supported or taken over by a human customer service representative at any time in difficult cases – for example in the case of a customer complaint. In this way, the bot enables a rapid resolution of the request or targeted forwarding to an employee in the service center.
Fast and Uncomplicated Resolution of Customer Concerns
In addition to classifying incoming calls according to various subject matters, the chatbot or voice assistant can, for example, answer questions according to a predefined FAQ catalog and solve simple service concerns directly. The joint offering from Majorel and OmniBot thus goes a significant step further than classic interactive voice response (IVR) systems, in which the end customer can navigate through various menu options using a dial key or voice and is then forwarded to a customer service representative on a topic-specific basis. "A classic IVR makes only limited use of today's digitization potential, because it is limited to pre-programmed options and expressions and can be very inconvenient, lengthy and inefficient for the end customer. Using voice assistants in the phone channel not only provides a quick and straightforward solution to the customer's concern, but also optimizes the service experience and increases customer satisfaction," said Witte. OmniBot and Majorel have already implemented joint projects and plan to further expand their cooperation both nationally and internationally in 2021.
With its Conversational AI platform, OmniBot offers the possibility of developing fully scalable chatbots and voice assistants for many areas, including customer service, in a very short time. The German start-up is already implementing its solution for leading companies in various industries. In addition to its broad range of applications, OmniBot is characterized by its focus on data security and the protection of the end customers' privacy. At the moment, employees in Europe, the USA, Asia and the Middle East are working on the implementation of a wide range of customer projects. The World Economic Forum calls OmniBot "one of the world’s most promising start-up and scale-up that is at the forefront of ethical technological and business model innovation" and has included the company in its Global Innovator Community. OmniBot co-founder Jeff Adams led the team that developed the well-known Amazon Alexa/Echo voice assistant platform.
Majorel Group Luxembourg S.A. today announces that it has signed a contract to acquire Mayen Telekomünikasyon Hizmetleri A.Ş., one of Turkey's leading independent nearshore CX providers. The expected closing date for the transaction is December 31, 2021, subject to anti-trust approval, and will then be effective as of January 1, 2022.