Amiba

An AI voice agent opens Salesforce tickets, reducing the heat on human agents on an overflowing support line. The AI agent answers calls and converses naturally with the cusotmer to establish the nature of the issue.
The agent locates the Salesforce account and generates a ticket against the caller's account.
If the account cannot be identified in Salesforce, the AI agent sends an Instant Message or an email to the human support team with the information on the issue and the customer contact details.

Virtual Hold/Queuing avoids frustration on the customer journey.
A callback from a contact center queue lets customers skip waiting on hold by requesting an automatic return call when an agent is free, saving their place in line.
This feature boosts satisfaction by reducing wait times, lowers call abandonment rates, and improves efficiency by smoothing call volume.
The automated attendant offers the option during long waits.
Call centers use it to manage peak demand, improve agent productivity, and offer flexibility, connecting the customer back to the front of the queue when their turn comes.

Great to be back meeting customers face-to-face at IT Partners 2021 in Paris, with Komu/Lafitel.