Voicebot - Sales Enablement
Elevator Pitch
One-sentence value:
"Voicebot is an intelligent voice assistant powered by artificial intelligence that automatically handles phone inquiries and resolves the most common user issues without agent involvement, operating 24/7 and reducing Service Desk workload by 60-80%."
Extended version (30 seconds):
"Voicebot is an advanced Conversational AI solution that automates phone support in organizations. The system understands natural user speech, answers questions from the knowledge base, checks ticket status, creates new tickets, and guides users through problem-solving step by step. It's fully integrated with the client's ITSM systems and knowledge bases, ensuring responses based on real organizational data, not AI-generated fiction. This allows your agents to focus on truly complex problems while routine inquiries are handled by an intelligent assistant – 24 hours a day, 7 days a week."
Ideal Customer Profile (ICP)
Organization Characteristics
Size and structure:
Large and medium-sized organizations with extensive IT infrastructure
Dedicated Service Desk or Call Center
Support team of at least 10-15 agents
Multi-branch structure or international operations
Volume and nature of inquiries:
High volume of incoming calls (100+ daily)
Significant percentage of repetitive, routine inquiries
Predictable inquiry patterns
Standard IT support procedures (password reset, VPN, access, ticket status)
Business pressure:
Pressure to reduce operational costs
SLA and response time requirements
Need to scale support without proportionally increasing headcount
Need to improve end-user satisfaction
Operational requirements:
Need for 24/7 support or extended working hours
Support for users in different time zones
Seasonal workload peaks (e.g., after deployments, updates)
Multilingual support for international organizations
Technological maturity:
Use ITSM system (ServiceNow, M42 PRO, etc.)
Have structured knowledge base
Have documented procedures and processes
Openness to automation and AI
Industries and Sectors
Particularly suitable:
Manufacturing with extensive IT infrastructure
Financial sector (banks, insurance)
Telecommunications
Retail with store networks
Public administration
Higher education
Healthcare (medical centers, hospitals)
Shared Service Centers
Purchase Readiness Signals
Customer is ready when they:
Are considering increasing Service Desk headcount (hiring freeze as opportunity)
Complain about agent overload
Have problems maintaining SLA
Pay for 1st line outsourcing and seek alternatives
Have introduced or plan hybrid/remote work model
Are undergoing digital transformation
Report need for support outside business hours
Have IT operational cost audit
Most Common Customer Problems and Pain Points
Problem #1: "Agents answer the same calls all day"
Symptoms:
60-80% of calls concern the same topics
Agents frustrated by work repetitiveness
No time for complex problems requiring expertise
Team turnover due to work monotony
Business consequences:
Low efficiency of qualified resource utilization
High recruitment and training costs (turnover)
Extended time to resolve complex problems
Declining team morale
How Voicebot solves it:
Voicebot automatically handles routine inquiries (ticket status, password reset, basic instructions), allowing agents to focus on problems requiring human intelligence and creativity. Agents perform more valuable work, increasing their satisfaction and retention.
Problem #2: "Phone is the most expensive channel"
Symptoms:
High cost per contact (often 5-10x more than self-service)
Rising Service Desk team payroll costs
Pressure to optimize IT budget
Difficulty justifying ROI for team expansion
Business consequences:
Operational costs consume development budget
No ability to invest in innovation
Pressure to outsource (quality risk)
How Voicebot solves it:
Voicebot radically reduces the cost of handling a single call through automation. The system operates 24/7 without additional night or weekend costs, requires no vacations or sick leave. Once configured, it can handle thousands of concurrent calls without cost increase.
Problem #3: "Users call to check ticket status"
Symptoms:
Significant percentage of calls only concern checking ticket status
Agents spend time on simple system lookups
Users don't use self-service portal
Recurring questions "what about my ticket?"
Business consequences:
Wasting agent time on simple operations
User frustration waiting in queue for simple question
Overloaded phone lines
Low utilization of invested self-service portals
How Voicebot solves it:
Users can call and immediately check ticket status – Voicebot retrieves information from ITSM in real-time and provides current status without engaging an agent. This is a natural, fast way for people preferring phone as communication channel.
Problem #4: "We lack people"
Symptoms:
Difficulties recruiting qualified agents
Long onboarding time for new employees
Agents are overworked and burned out
Service Desk queues during peak hours
Inability to cover all shifts (especially night shifts)
Business consequences:
Extended user waiting time
SLA violations
Declining user satisfaction
Rising recruitment and training costs
Risk of knowledge loss during turnover
How Voicebot solves it:
Voicebot acts as a "virtual team member" who is never sick, doesn't take vacation, and doesn't need training with every procedure change. The system scales automatically – handles 10 or 1000 calls simultaneously without additional costs. This allows a small team of agents to handle work volume that would normally require a much larger team.
Problem #5: "We don't want to outsource, but have no choice"
Symptoms:
Pressure to outsource 1st line to cheaper locations
Concerns about quality and data security
Desire to maintain control over processes
Need for compliance with regulations (GDPR, industry standards)
Business consequences:
Risk of losing control over service quality
Potential data security problems
Difficulties managing external provider
Loss of direct contact with users
How Voicebot solves it:
Voicebot is an alternative to outsourcing – automation instead of delegation. The organization maintains full control over processes, data, and service quality. The system operates on client infrastructure or in trusted cloud environment, ensuring compliance with all regulatory requirements. This is "insourcing" through intelligent automation.
Key Sales Use Cases
Use Case #1: Checking Ticket Status by Phone
Scenario:
User calls Service Desk to check the status of their ticket regarding system access problem.
Flow with Voicebot:
User calls Service Desk number
Voicebot identifies user by phone number
System greets user by name: "Good morning, Mr. Smith"
Asks: "How can I help you?"
User: "I'd like to check the status of my ticket"
Voicebot retrieves last ticket from ITSM
Provides information: "Your ticket number INC0012345 regarding SAP access is currently being handled by the IT team. Status: In Progress. Planned resolution time: today by 4 PM."
Asks: "Can I help you with anything else?"
Call ends
Business value:
Handling time: 30-60 seconds vs 3-5 minutes with agent
No queue – immediate response
Agent not engaged in simple lookup operation
User satisfied with quick information
ROI:
With 50 such calls daily, savings amount to approximately 3-4 hours of agent work per day.
Use Case #2: Password Reset and Basic IT Instructions
Scenario:
User forgot system password or needs technical instructions (e.g., VPN configuration, printer connection).
Flow with Voicebot:
User: "I forgot my system password"
Voicebot: "I'll help you reset your password. Please open portal.company.com"
Voicebot guides step-by-step through password reset process
After each step, asks for confirmation of completion
If user has problem, Voicebot offers alternative solution or escalation
Alternative – VPN instructions:
User: "I can't connect to VPN"
Voicebot retrieves instructions from knowledge base
Guides user through troubleshooting:
"Is VPN installed?"
"Please check if you're connected to the internet"
"Please launch VPN application and click Connect"
In case of failure – escalation to agent with full context
Business value:
Most common Service Desk inquiries resolved without agent
User receives help immediately, even at 2 AM
Reduction of simple tickets by 70-80%
ROI:
Password reset is often 20-30% of all tickets. Automating this process provides massive workload reduction.
Use Case #3: Voice Incident Registration
Scenario:
User has a problem and wants to report an incident but prefers phone over filling out portal form.
Flow with Voicebot:
User: "I have a printer problem"
Voicebot: "I'll help you report the problem. Please describe what's happening"
User describes problem in their own words
Voicebot asks clarifying questions:
"Which branch does this concern?"
"What's the printer number or location?"
"Does the printer turn on at all, or is the problem with printing?"
System automatically categorizes the ticket
Creates ticket in ITSM with full description
Provides user with ticket number: "Ticket created with number INC0012346. IT team will contact you within 2 hours."
Business value:
Ticket created with full context and proper categorization
User doesn't have to fill out forms
Agent receives ready ticket for execution
No information lost in communication
ROI:
Automatic categorization and ticket routing saves time for both user and agent. Reduction of ticket registration time by 50-70%.
Use Case #4: After-Hours Support
Scenario:
Employee working at night or weekends needs IT support, but Service Desk operates only 8 AM-5 PM.
Flow with Voicebot:
User calls at 11 PM with urgent problem
Voicebot answers immediately (no "call back during business hours" message)
Identifies user and problem
For standard issues: provides solution from knowledge base
For complex issues: creates detailed ticket with all context
Informs: "Ticket created. On-call specialist will be notified. For urgent matters, emergency escalation is available."
User can continue working or has clear expectations
Business value:
No need for expensive night shifts
Users aren't blocked waiting until morning
Urgent issues properly escalated
Non-urgent issues documented and queued
ROI:
Eliminating need for 24/7 human coverage saves 60-70% of night shift costs while maintaining service availability.
Use Case #5: First Line for Large Organizations
Scenario:
Large organization with 5,000+ employees where Service Desk receives 500+ calls daily with predictable patterns.
Implementation:
Voicebot handles Tier 0/Tier 1:
Ticket status checks
Password resets
Basic troubleshooting (VPN, email, access)
Account unlocks
Standard how-to questions
Complex issues automatically escalated to specialized teams
Agent receives full conversation transcript and context
Typical results:
60-70% call deflection rate
Average handling time reduced from 5 minutes to 1-2 minutes
Agent team can focus on Tier 2/3 issues
Improved first-call resolution for complex issues
Business value:
Service Desk team of 20 agents performs work of 35-40
Faster response times across all ticket types
Higher employee satisfaction (both agents and end users)
Ability to absorb growth without proportional hiring
ROI calculation example:
500 calls/day × 60% automation = 300 calls handled by bot
300 calls × 4 min saved per call = 1,200 minutes = 20 hours/day
Equivalent to 2.5 FTE saved daily
Annual savings: ~$150K-200K (depending on location)
Why Our Voicebot? (Competitive Advantages)
1. Powered by Generative AI
Unlike traditional IVR systems with rigid scripts, our Voicebot uses Generative AI to:
Understand natural language with high accuracy
Generate natural, human-like responses
Adapt conversation flow based on user input
Handle unexpected questions gracefully
Differentiation: Not just speech recognition – true language understanding and generation.
2. Deep ITSM Integration
Voicebot isn't an isolated solution – it's fully integrated with your ITSM ecosystem:
Real-time data from M42 PRO and other ITSM platforms
Automatic ticket creation with proper categorization
Ticket updates and status tracking
User verification via Caller ID
Context from previous interactions
Differentiation: Seamless integration means Voicebot acts as natural extension of your existing systems, not separate silo.
3. RAG Technology – Real Data, Not Hallucinations
Our Retrieval-Augmented Generation (RAG) approach ensures:
Answers based exclusively on your knowledge bases
Always current information from source systems
Traceable responses to source documents
Differentiation: Trustworthy answers your organization can stand behind – critical for IT support where accuracy matters.
4. Omnichannel Consistency
Voicebot is part of broader AI platform:
Same AI engine powers chat, Teams bot, and voice
Consistent answers across all channels
Unified knowledge base
Single point of configuration and training
Seamless escalation between channels
Differentiation: Not just voice solution – complete conversational AI strategy with voice as one channel.
5. Enterprise-Grade Security and Compliance
Built for regulated industries:
GDPR compliant by design
AI Act ready
Configurable data retention
Optional call recording (user utterances only)
Differentiation: Enterprise-ready from day one, not consumer chatbot adapted for business.
6. Fast Implementation
Standard deployment in 5 business days:
3 days: Voicebot configuration
2 days: ITSM integration
Includes RAG/AICore setup
Differentiation: Weeks, not months. Quick time-to-value without lengthy implementation projects.
How to Explain ROI
Quantitative Benefits
1. Reduced Call Volume to Agents
Calculation:
Current call volume: 400 calls/day
Average handling time (AHT): 5 minutes
Voicebot deflection rate: 65%
Calls deflected: 400 × 65% = 260 calls/day
Savings:
Time saved: 260 calls × 5 min = 1,300 minutes = 21.7 hours/day
Equivalent FTE: 21.7 hours ÷ 8 hours = 2.7 FTE
Annual value: 2.7 FTE × $60K avg salary = $162K/year
2. Shorter Call Duration
Even for calls that reach agents:
Agent receives context from Voicebot
Problem pre-diagnosed
User already verified
Average 30-40% reduction in handling time
Calculation:
Remaining calls to agents: 140/day
Time savings per call: 2 minutes (40% of 5 min)
Total savings: 140 × 2 min = 280 min = 4.7 hours/day
Annual value: ~$35K
3. 24/7 Coverage Without Night Shift Costs
Current state:
No after-hours support OR expensive night shifts
With Voicebot:
Full 24/7 automated coverage
Human escalation only for emergencies
Savings:
Eliminating 2-3 night shift agents
OR enabling 24/7 that wasn't feasible before
Annual savings: $80K-120K OR new revenue opportunity
4. Reduced Training Costs
Current state:
New agent onboarding: 4-6 weeks
Continuous training for procedure updates
Knowledge retention challenges with turnover
With Voicebot:
Smaller team to train
Voicebot updates instantly from knowledge base
No training needed for routine procedures