Stella language support allows customers to speak in their preferred language and dialect
Stella Whisper passes previously spoken information to staff or call center agents, so customers don’t need to repeat themselves
SEATTLE, October 30, 2024 – Telepathy labs, a leader in the development of conversational AI technologies, today announced two new features for its Stella platform, which gives businesses powerful AI tools to automate customer service. The new features augment the conversational AI capabilities of Stella to help businesses realize greater automation, improve customer experiences and reduce operational costs.
Stella Automotive North American language support allows customers to speak in their preferred language and dialect
Consumers speak many languages (English, Spanish, etc.) and dialects (Mexican Spanish, Canadian French, etc.). It is expensive and challenging for businesses to hire and maintain a staff of customer service agents conversant in all languages and dialects. Meanwhile, consumers with varied language needs can be frustrated and have challenges getting the help they need at any hour of the day.
With the recently announced Stella language feature, businesses can now support customers speaking Mexican Spanish, Caribbean Spanish and Canadian French—in addition to the US English support already provided by Stella today. To activate alternative languages, customers are prompted to speak or write in the dialect(s) the business has selected at the beginning of the contact. As with all products on the Stella platform, these new languages and dialects are supported across all Stella topics and across all channels: voice, web chat and text (SMS). The language products are reported in the StellaConnect reporting tool, which provides staff and managers with translations of the Spanish or French calls back into English and analytics about the call language, topic and outcome.
Stella language support offers businesses a superior customer engagement solution and better customer satisfaction scores.
Stella Whisper passes previously spoken information to agents so customers don’t need to repeat themselves
When customers contact a business and describe their needs, these contacts are typically transferred to front line staff or customer service specialists. Typically, when the call is transferred to the receiving agent, the agent then needs to ask the customer a series of questions that often cause the customer to repeat the information they already provided when they first made contact. While this information is necessary for the agent to come up to speed, it can be tedious and time consuming for customers to repeat themselves, leading to longer engagements, greater frustration and more dropped calls.
With the recently announced Stella Whisper feature, Stella will seamlessly transfer a customer contact to rooftop and multi-tenant call centers by “whispering” the information already gathered by Stella to the receiving agent while the customer is still on hold. For example, when transferring a call to an agent, Stella might whisper, “Jane Smith has requested to bring in her 2021 Acura RDX and has a question about warranty,” while Jane is still holding. Once the information has been whispered, the customer is taken off hold, and the receiving agent can seamlessly pick up where Stella left off—without the customer needing to repeat the request.
By using the Stella Whisper feature, customers don’t have to repeat themselves multiple times during the same call, which leads to shorter calls and less frustration. As a result, businesses who use the feature will see meaningfully less dropped phone calls and higher customer satisfaction.
“Telepathy Labs provides a one-of-a-kind unified conversational AI experience that can effectively answer phones, talk to customers, discern their needs, book appointments, and route phone calls in an intelligent and scalable manner,” says Josselyn Boudett, CEO, Telepathy Labs. “Today, we are excited to deliver two new features for Stella that offer greater automation, even better customer experiences and reduced operational costs.”
PRESS CONTACT:
Jesse Freund
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