Yodel’s AI-powered system comprises soundboard technology that enhances agent efficiency and contact center productivity. With a neutral and clear American accent built in, the soundboard behaves like a live contact center executive who can cater to the customers’ needs instantaneously. If customers require further assistance, Yodel’s system analyzes their requests and categorizes them with respect to specific requirements. In no time, it connects the caller to the most suitable contact center executive for quicker and accurate response. A win-win for clients and their customers, Yodel helps clients cut costs significantly and deliver unparalleled customer satisfaction simultaneously.
Besides, Yodel provides clients with real-time dashboards and client management logs which can be used for monitoring data feeds. With specific real-time Key Performance Indicators (KPIs) for each contact center executive in a graphical format, Yodel uniquely equips clients with the ability to track their on-going campaigns and gain insights on the performance of online agents.
“We realize that integrating AI with conventional contact center processes requires the influx of large volumes of data, which adds to the overhead” mentions Kyle Wood, CEO of Yodel Technologies. “We have designed AI algorithms that consume 30-40 percent less amount of data compared to our competitors.”
While onboarding clients, Yodel undertakes a detailed scripting process to load recorded answers for clients’ repository of frequently asked questions on its soundboard.
We have designed AI algorithms that consume 30-40 percent less amount of data compared to our competitors
Wood recollects an instance where a company from the education industry had its focus on outbound marketing. Having faced a multitude of problems in generating leads, the company resorted to Yodel. Yodel converted the single-step agent-customer interaction to a two-step customer-Yodel agent interaction. Working with the client’s contact center executives, Yodel incorporated its advanced technology to identify potential customers and onboard them. In a short span of time, the client managed to increase the profitability by improving the initial lead generation process, which in turn changed their agents from generating 1 qualified education prospect per agent hour to 4. This increased the time efficiency of the very expensive live phone agent by 4 times. In another instance, Yodel replaced the common IVR-based contact center of the client with its soundboard technology. The client could thenceforth retain 15 percent of those customers who generally would hang up early during the call, due to the frustration of dealing with the IVR.
Climbing the pillar of success higher with each passing year, Yodel has witnessed exponential growth in terms of its revenue. Anticipating a growth of around 25 percent in the upcoming year, Yodel is looking forward to focusing more on inbound customer service phone calls and expand their footprint in the arena. “We aim to introduce technologies that would fully replace IVR technologies in contact centers,” concludes Wood.