How we doubled Taxi Stockholms automated calls in 2 days

Background & Results

Taxi Stockholm was Connectel’s first voicebot customer. However, a few years ago Taxi Stockholm left Connectel for a competitor. Over the years, we made major improvements and built up the product to where we could challenge Taxi Stockholms current voicebot that completed 40% of bookings per day. During 2 days, Connectel’s Taxibot competed with the competitors voicebot and the results were that we:

• Completed 77% of bookings during the 1st day of the challenge.
• Completed 78% of bookings during the 2nd day of the challenge.
• Voicebot correctly handles bookings that human ears can’t hear, e.g. calls with background noise and unclear speech.

Why our voicebot is so successful

• Close collaboration
  • Taxi Stockholm knows what the customers want, Connectel knows how to optimize the bot.
  • Day 1: changed algorithms to book a combi if keywords such as “walker” or “golf bag” were said.
• Continuous improvement
  • We listen to unsuccessful bookings and analysing how to improve the bot.
• Fail fast
  • We don’t force people to go through the voicebot, when needed, we transfer the call to an operator.