Save time with Visana’s digital assistant
The Visana voicebot is a virtual assistant that helps you quickly get through to the right person to assist you. Instead of long waiting queues or getting through to the wrong person, all you have to do is answer the question “What is your call about?” and the voicebot will connect you straight to the right department. This saves time and ensures that your request goes to the right person and can be processed without being passed from desk to desk. It also saves the irksome task of typing in a number for the subject of your call.
Advantages of artificial intelligence (AI) in customer relations
While the potential of AI is huge, the technology has to be carefully implemented and tested. In a first step, Visana is using it to recognise customers’ questions or issues and forward their call to the appropriate customer advisor. The aim is to ensure each call is forwarded straight to the right person to provide fast and proficient assistance. That saves time by resolving questions and issues faster.
Voicebot has been extensively tested and is undergoing constant improvement in real-world use.
How the Visana voicebot works
-
Speak to the voicebot normally when asking your question, as if there were a real person at the other end of the phone.
-
If the voicebot is unable to work out what your call is about, you will be connected to a Visana employee after just a short wait.
Frequently asked questions about the Visana voicebot
The voicebot is intended to assist rather than replace personal advice. Should the voicebot fail to understand the reason for your call, you will be automatically put through to a customer advisor.
Some issues are best discussed by phone and we are still here for you in person to do just that. Alternatively, you can send us a message conveniently via the Visana portal or by email. And you can still visit one of our agencies, either with or without an appointment. Simple issues, such as a change of address or ordering a tax certificate, can also be resolved quickly and easily using the Visana website. You decide which way suits you best.
You tell the Visana voicebot why you are calling in just a few words. The information you provide will be transcribed, stored for the designated period, then permanently deleted. Your Visana customer advisor receives this information so they can deal with the matter you are calling about as quickly as possible. On the rare occasions when the voicebot fails to understand the reason for your call, we will use the information you provide to improve the voicebot.