Auto-Answer

Auto-Answer is an advanced AI-powered auto-answering system that allows you to radically cut down your call center’s wait times by routing incoming calls to the first available agent. This is particularly useful for optimizing work processes, as agents don’t even need to press “Accept” to start solving your customers’ burning issues.

After onboarding Auto-Answer, you can expect to see lower wait times, higher customer satisfaction rates, better retention, and lower churn – all of which translates into more stable revenue.

Auto-Answer is a feature that naturally works well with other intelligent call-routing tools. Be smart and let machines do the work. Consider trying:

Interactive Voice Response (IVR) automatically answers frequently asked questions (ex., business hours). Callers may also specify their reason for calling so they are routed to the most suitable call queue.

VIP Queues allow you to prioritize the conversations with the most value for your business. By assigning your high-roller customers to a VIP queue, you can rest easy knowing they’ll always receive top-of-the-line service and walk away satisfied.

Skill-based Routing is another feature connected to Automatic Call Distribution (ACD). It streamlines caller routing by considering the client’s time zone, native language, and issue and connecting them to the agent or department best equipped to help.

– Log in to your CloudTalk account

– On the left side of the Dashboard menu, click “Account – Settings”

– Scroll down to the very bottom of the page

– Find the “Auto-Pick-Ups” section with two categories:

– Automatically pick up “dialed” calls
– Automatically pick up inbound calls

– Click the button with the default setting “Agents can define themselves” for the category where you want to enable automatic answering.

– In the case of ”Automatically pick up “dialed” calls”, set the option to “on”

– In the case of “Automatically pick up inbound calls”, choose the number of seconds you’d like to elapse before calls are answered. It can be after 1, 2, or 5 seconds.

– As the last step, don’t forget to click the green button, “Save settings”

– You are good to go.

Yes, you can use auto-answer for specific types of calls by creating rules in the call distribution settings. For example, you can set up an auto-answer to be activated only for calls from a specific phone number or during certain hours of the day.