We only automate standard enquiries where it helps your customers.
Not every enquiry needs a conversation, for example questions about opening hours, forms or who is responsible. We work with you to assess which enquiries are suitable for a voicebot or self-service, based on your actual contact reasons.
This is how we approach an automation project.
Analyse contact reasons
From documentation and reporting, we identify which enquiries are frequent, simple and rule-based. Only these are candidates for automation.
Design and test the flows
We agree dialogues, exit points and rules with you and check them in a pilot before they apply to all callers.
Hand over to people
If the automation gets stuck or the caller asks for a person, an adviser takes over with the information gathered so far.
We use automation in a verifiable way and with a sense of proportion.
We decide on technology and providers with you project by project. What matters to us is the process behind it and a clean handover to people.
People remain reachable
A voicebot or self-service offering complements your service but does not replace it. Callers are told that they are talking to an automated system, and an exit to an adviser is built into every dialogue.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about voicebot and self-service.
Question not listed? We reply within one working day.
We do not commit to a product in advance. Whether you use an existing solution or introduce a new one is decided in the project, including hosting and data protection. Our in-house software development supports integration and process design.
A reliable figure is only possible after analysing your contact reasons and running a pilot. That is why we do not promise a rate in advance. After the start, we measure how many enquiries are actually resolved and report this openly.
Within the agreed service hours, yes – that is a basic condition for us. An exit to an adviser is built into every dialogue. Whatever has already been clarified is handed over, so nobody has to start from the beginning.
It includes clear FAQs, forms and instructions in your customer portal. We see which content is missing from the questions that arrive every day by phone, chat and email. We pass these insights on to you in a structured way.
That depends on the purpose, the data processing and the hosting and must be clarified with your data protection officer, for example at a health insurer. Use for information without personal data is usually simpler than for personal matters. We prepare the decision with you and implement the requirements.
