Scope Definition

Callbot

	Standard	Advanced
Knowledge
Q&A from a knowledge base	- Q&A - Intentions associated with few precise docs ⇒ Eg questions associated to 1 to 4 web pages	- Knowledge base API - Documents (PDF, CSV...) - URL
Pre-defined scenarios	- Predefined scenario (with customized transfer condition) Question ⇒ Are you satisfied? ⇒ Any other questions?	- customized scenarios
Customer identification	- Link between phone number and customer file from CRM (before the call, not according to questions, etc.)	- Connection during the call to various tools - Verbal identification (customer number, email address, etc.)
Personalized information	- from the customer file retrieved upstream if ⇒ But avoid pronouncing surnames/first names, I think that's messed up.	- File retrieval, customer typology - External API connection
Functions
Call redirection	- Call forwarding by contact reason	- Multi-criteria call forwarding
Sending SMS	- possibility of sending information to the customer by SMS during an exchange*.
Multilingual	- Chose the language at the beginning of conversation	- Possibility to switch language during the conversation
Behavior
Stop speaking plan		- ability to interrupt the bot while it's speaking
Elements of language	- define the tone and style to be used by the bot
Call Timeout Settings	- how long to wait before a call is automatically ended due to inactivity
Analytics
Conversation recording	- Stereo recording of phone calls + transcription - Text conversation recording
Performance	- % of call automated - call duration time - Breakdown of calls by IVR choice
Summary	- Call summary available on the dashboard - Summary API transfert (ex: send to CRM)
Topic	- Summary API transfert (ex: send to CRM)	- Satisfaction by topic analysis. - Top/worst satisfaction topics - Advanced call reason analysis

*Sending sms incurs an additional cost