Conversational AI voice assistant for customer service in finance

Conversational AI-powered voice assistant solutions are revolutionizing customer service in several industries. These solutions enable companies to overcome the limitations of traditional customer support systems by offering automated interactions that simplify access to information and optimize business resources.

Traditional customer support channels, which are often limited to specific hours and managed solely by human operators, can be inefficient. The introduction of conversational artificial intelligence-based voice assistants, i.e., intelligent systems capable of understanding and responding to requests expressed in natural language, represents a significant breakthrough, allowing a wide range of tasks to be automated, requests to be responded to in a timely manner, and only the most complex cases to be reserved for human operators.

Orbyta Tech's solution: voice assistant for automated and profiled responses

Orbyta Tech addresses this need with a conversational AI-enhanced Voice Assistant solution based on Large Language Models (LLM). This advanced system allows most user requests to be handled automatically, significantly reducing the load on human operators and improving service timeliness.

Thevirtual assistant is designed to interact with natural language, interpreting and responding to requests with accuracy and relevance. Through integration with business systems, it provides personalized, profiled responses consistent with specific needs.

  • The user contacts the service by phone and is identified by the system through an IVR control unit
  • Expresses in natural language the request, which may be analytical, documentary, or informational in nature
  • The Voice Assistant queries internal databases: a) if the answer is available, it is returned to the consultant either in natural voice language, in case of point information, or via email, in case of articulated information such as charts and documents. b) if the answer is not available, the query is forwarded to human operators via email
  • The user thus receives the information and documentation.

Efficiency and business continuity with 24/7 service

Orbyta Tech ‘s proposal offers several operational advantages:

  • Service coverage: the Voice Assistant is operational 24/7, ensuring continuous availability of information.
  • Response times: rapid access to data enables responses in seconds, improving operational efficiency.
  • Relevance of answers: through integration with advanced components such as Query-Chatbot and Retrieval-Augmented Generation (RAG), the system returns consistent and relevant answers
  • Resource optimization: human intervention is reserved for only the most complex requests, allowing operators to focus on high-value-added activities.

From intelligent chatbot to RAG: technologies for optimized customer service

IVR control unit capable of identifying the calling user and managing their communication
Query-Chatbot service to translate queries into queries
RAG component trained with company documentation to provide profiled responses

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Frequently asked questions about AI Voice Assistant

A Voice Assistant uses artificial intelligence to interpret and respond to users’ voice requests. It can manage information, provide assistance, perform actions such as reservations or data searches, all in a quick and automated way. Using natural language, it improves human-machine interaction, simplifying everyday or professional tasks.

Yes, AI can be used to improve customer service through chatbots and voice assistants that handle natural language requests. These systems offer 24/7 support, quick and personalized responses, reducing wait times and optimizing human labor. They allow repetitive tasks to be automated, leaving more complex and strategic tasks to operators.

A Large Language Model (LLM) is an artificial intelligence model trained on large amounts of textual data to understand and generate natural language. Used in applications such as chatbots and virtual assistants, an LLM can answer complex questions, synthesize information, and offer personalized interactions based on context.

Retrieval-Augmented Generation (RAG) is a technology that combines information retrieval from databases with natural language answer generation. When a user asks a question, RAG searches for relevant data and integrates it to create accurate and detailed answers. It is used, for example, to provide consistent answers based on company documentation.

Conversational AI is an artificial intelligence-based technology designed to simulate human conversations through natural language. It uses advanced machine learning models, such as Large Language Models (LLMs), to understand, process and respond to user questions or commands in a relevant and contextual way. This technology is used in chatbots, voice assistants and automated support systems to improve human-machine interaction.