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New features of the Virutal Agent for Call Center FPT AI Engage

February 15, 2023

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FPT AI Engage is an intelligent Virtual Agent for Call Center solution that can make automatic inbound and outbound calls, or calls following scenarios. FPT.AI regularly upgrades and updates new features to meet customers’ needs during implementation. 

In Q4 of 2022, FPT.AI’s team of leading engineers and programmers will complete many useful new features, allowing call centers integrated with FPT AI Engage to operate more efficiently and optimally. As follows:

1. Blacklist

Unlike the Do not call feature which automatically excludes phone numbers in the Do Not Call list (DNC) of the Authority of Information Security, the Backlist feature allows businesses to actively block and not make automatic calls to phone numbers in the backlist.

The individuals in the backlist can be senior officers, leaders, or whose calls have malicious intent, annoy or harass agents. The AI virtual agents do not make outbound calls (block outbound) and do not receive incoming calls (block inbound) from phone numbers in the blacklist. Besides, FPT.AI’s Call Management system also shows “in blacklist” status, instead of connected/unconnected for “block outbound” phone numbers.

Trợ lý ảo tổng đài FPT.AI

2. Call Treatment

Call Treatment is a feature that allows AI Virtual Agents to customize and set up a time to automatically make follow-up calls to customers based on previous call results, aiming to improve answer rates and increase customer satisfaction. 

Depending on the target customers and their phone pickup status, businesses can set up rules and criteria for Virtual Agent for Call Centers to automatically make follow-up calls, thereby improving the rate of call pickup, saving time and human resources.

With Call Treatment V2, call center administrators can set up different treatment configurations for different types of call outcomes. It is possible to set a separate treatment for each value of the ACTION CODE of unconnected calls, or any information of calls that have not been connected to customers.

For example, when a call ring but are not answered, AI Virtual Agents can make 1 or 2 calls after that until the customer picks up the phone. However, calling too many times makes customers feel annoyed and uncomfortable.

In case customers hang up almost immediately, maybe they are in a meeting or busy, AI Virtual Agents can call back after a long time of 1 or 2 hours.

3. CCU configuration by channel

In call center operation, CCU (Concurrent Users) is the number of concurrent calls made at the same time. Configuring the number of CCUs by channel allows infrastructure managers to set up separate CCU numbers for each network provider (Viettel, MobiFone, Vinaphone, etc.) instead of setting a total number as before. 

Configuring the number of CCUs by channel is considered an important feature to solve the problem of transmission bandwidths of a system. Call centers should configure the appropriate number of CCUs for optimal operation. Besides, on-net calls are cheaper than off-net calls. Therefore, configuring CCU numbers helps call centers save call fees significantly.

👉 Contact for more advice on FPT.AI solutions:

☎ Hotline: 1900 638399

📩 Email: [email protected]

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