Methodology

A customer-centric approach

All our workflow development follows an approach designed with the customer as the top priority. This allows us to improve service quality and problem resolution rates, while reducing wasted time and costs.

How do we work?

Step by step in our project

We have developed a methodology that guarantees Customer Service Assistants capable of handling complex dialogues, thoroughly understanding user language and solving problems effectively.

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1/7

Requirements gathering

Analysis of use cases (scripts), PA interactions, topics, FAQs, mind maps and dictionary. Inclusion of real conversations between agents and customers (voice and text) as a database.

2/7

Conversation and flow analysis

Interpretation of the ways in which users communicate.Conversations are transcribed, standardised and analysed to identify patterns, reasons for contact and opportunities for automation.

3/7

Human training materials.

To ensure that your team and your AI Agent speak the same language.The following are integrated into the system:

4/7

Character creation

Personality, visual elements, avatar, and communication style.At the same time, the process of building the knowledge base is activated, which is dynamically fed and constantly updated.

5/7

Mind map creation

We design a flow that reflects the customer's way of thinking, based on:

6/7

Dialogue design

Flowcharts, prompts and audio design are implemented via Bot Studio.The classification engine is activated automatically and refined over time using LLM models, ensuring maximum accuracy in understanding.

7/7

Infrastructure and integration

We define the architecture and manage all necessary integrations:

We work to create memorable experiences.

Our goal is to transform your virtual assistant into a powerful channel for surprising and satisfying customers. Empathy is present at every stage of development, because listening to the customer at all times is essential to offering a personalised and human service, even when managed by a virtual agent.

How do we implement it?

Everything ready in no time

Creare e lanciare il tuo virtual assistant richiede meno tempo di quanto immagini.

Activate your AI Agent

01

Infrastructure setup

  • Support channels

  • VPN/IPSEC

  • SIP/RTP

  • Cybersecurity

  • Dialogue analysis

02

Content

  • Customer conversations

  • Training and brand manual 

  • IVR map 

  • Volume per channel

  • Person creation

  • Report presentation

  • Mind map and flow

  • Design on Bot Studio

03

Systems

  • CRM

  • Website

  • Chat/IVR/ticket

  • System integration

04

Backend and API

  • API types

  • Middleware

  • Documentation

  • Backend development

Your AI Assistant, constantly improving and evolving.

Setup is just the beginning.After launch, we provide ongoing support to refine performance and evolve the agent over time

Activate your AI Agent

  • A team dedicated to growing your assistant

  • Customer Success: monitors overall performance

  • LUI Specialist: oversees communication, insights, analysis, sprints

  • Bot Builder: implements new features on the platform

  • Dev Team: manages technical integrations

  • Continuous improvement of KPIs

Classification

Coverage

Accuracy

Clarity

Anticipation

Agility

Satisfaction

Resolution

Would you like to improve your customer service?

Technology, user experience and a customer-centric approach come together to create intelligent AI Agents.

Try Sovran Ai for free

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