{"id":5999,"date":"2024-10-09T14:27:24","date_gmt":"2024-10-09T12:27:24","guid":{"rendered":"https:\/\/ingo.it\/?p=5999"},"modified":"2024-10-09T14:27:29","modified_gmt":"2024-10-09T12:27:29","slug":"virtual-reception-an-ai-assistant-to-handle-inbound-requests","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/","title":{"rendered":"Virtual reception: an AI assistant to handle inbound requests"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Virtual reception: what is AI reception?<\/h2>\n\n<p>An <strong>AI-powered virtual front desk<\/strong> is a system designed to respond to and handle incoming inquiries, either by phone or through digital channels, <strong>without direct human intervention<\/strong>. <\/p>\n\n<p>These systems may include <strong>chatbots<\/strong>, <strong>voicebots<\/strong>, and other <a href=\"https:\/\/ingo.it\/en\/blog\/news\/e-commerce-automation-with-chatbot-and-whatsapp-for-24-hour-customer-service\/\"><strong>automated solutions<\/strong><\/a>, capable of interacting with users naturally and accurately.<\/p>\n\n<h2 class=\"wp-block-heading\">How does a virtual reception work?<\/h2>\n\n<p>A virtual reception with AI uses <strong>machine learning<\/strong> and <strong>artificial intelligence<\/strong> to recognize and interpret user requests, providing immediate and accurate responses. <\/p>\n\n<p>The functioning of an AI reception can be divided into 5 stages:<\/p>\n\n<ol class=\"wp-block-list\">\n<li><strong>Request recognition<\/strong>: when the user contacts the company, the virtual system identifies the request. The most common are the need to <a href=\"https:\/\/ingo.it\/en\/blog\/news\/medical-appointment-management-optimizing-the-schedule-to-improve-operational-efficiency\/\"><strong>make an appointment<\/strong><\/a>, obtain information about products and services, or get an answer to frequently asked questions. <\/li>\n\n\n\n<li><strong>Customer interaction<\/strong>: AI uses <strong>bots<\/strong> and <strong>voicebots<\/strong> to initiate conversations with the user. Through natural language processing algorithms, bots can understand the context of the conversation and respond fluidly and with context-appropriate language. <\/li>\n\n\n\n<li><strong>Automation of answers<\/strong>: common questions or repetitive tasks are handled independently, such as booking appointments, sending reminders, or providing details.<\/li>\n\n\n\n<li><strong>Integration with information management systems<\/strong>: virtual receptions are often integrated with the <a href=\"https:\/\/ingo.it\/en\/blog\/news\/contact-center-software-all-customer-interactions-in-an-omnichannel-solution\/\"><strong>internal management systems<\/strong><\/a> of companies, such as CRM or reservation management software. This allows answers to be provided and data to be collected in real time, improving service quality. <\/li>\n\n\n\n<li><strong>Human assistance when needed<\/strong>: if a request is too complex or requires customized handling, the system can <a href=\"https:\/\/ingo.it\/en\/?p=5888\"><strong>transfer the conversation to a human operator<\/strong><\/a>. <\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\">Differences between virtual reception and traditional solutions<\/h2>\n\n<p>Traditional reception rely on human operators to answer incoming calls or messages. This setting has limitations related to the working hours of the operators. <\/p>\n\n<p>In contrast, a virtual reception desk powered by<strong>artificial intelligence<\/strong> offers a number of advantages:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>24\/7 availability<\/strong>: unlike human operators, a virtual system can be <a href=\"https:\/\/ingo.it\/en\/blog\/news\/automatic-availability-the-value-of-contact-centers-for-the-utilities-sector\/\"><strong>active 24 hours a day, 7 days a week<\/strong><\/a>, ensuring that every request is answered immediately, regardless of the time of day.<\/li>\n\n\n\n<li><strong>Scalability<\/strong>: a virtual reception desk can handle thousands of requests simultaneously, <a href=\"https:\/\/ingo.it\/en\/blog\/news\/bpo-in-the-utilities-sector-scalable-customer-service-to-address-service-disruptions\/\"><strong>easily adapting to peak demand<\/strong><\/a>.<\/li>\n\n\n\n<li><strong>Reduced costs<\/strong>: a virtual front desk reduces operational costs, as there is no need to maintain a large staff to handle inbound requests.<\/li>\n\n\n\n<li><strong>Accuracy and speed<\/strong>: automation makes it possible to respond accurately and in less time to repetitive demands, reducing human error and improving operational efficiency.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Chatbots and voicebots: the fundamentals of virtual reception<\/h2>\n\n<p>One of the most advanced elements of virtual front desks is the use of <strong>chatbots<\/strong> and <strong>voicebots<\/strong>, virtual assistants that can answer questions or perform specific actions based on user requests. <\/p>\n\n<p><strong>Chatbots<\/strong> operate primarily on <strong>text channels<\/strong>, such as <strong>websites<\/strong> or <strong>messaging<\/strong> platforms, while <strong>voicebots<\/strong> respond to <strong>voice requests<\/strong> on platforms such as the <strong>telephone<\/strong>.<\/p>\n\n<h3 class=\"wp-block-heading\">Chatbot<\/h3>\n\n<p><strong>Chatbots<\/strong> are particularly effective for handling repetitive requests, such as <strong>frequently asked questions<\/strong>, <strong>details about orders<\/strong> or services offered, basic <strong>technical support<\/strong>, <strong>booking<\/strong> appointments<\/p>\n\n<p>These bots are able to learn from previous interactions, improving their responses and adapting to changes in user behavior.<\/p>\n\n<h3 class=\"wp-block-heading\">Voicebot<\/h3>\n\n<p><strong>Voicebots<\/strong> are best suited for handling <strong>complex voice interactions<\/strong>, such as responding to telephone inquiries,<strong> making appointments<\/strong> or <strong>recording requests<\/strong>, or <strong>assisting customers<\/strong> in processes that require conversational interaction.<\/p>\n\n<p>With AI integration, these bots <strong>understand human language<\/strong> and are able to <strong>interpret tone and context<\/strong>, significantly improving the user experience.<\/p>\n\n<h2 class=\"wp-block-heading\">The flexibility of virtual reception<\/h2>\n\n<p>Two of the greatest strengths of virtual reception are its <strong>scalability<\/strong> and <strong>flexibility<\/strong>. <a href=\"https:\/\/ingo.it\/en\/blog\/news\/digital-health-tools-at-the-service-of-digital-health\/\"><strong>AI reception<\/strong><\/a> can be customized and adapted to the specific needs of any company, large or small.  <\/p>\n\n<p>Through the use of <a href=\"https:\/\/ingo.it\/en\/blog\/news\/the-best-ai-supported-customer-service-strategies\/\"><strong>artificial intelligence<\/strong><\/a>, the virtual front desk can grow with the business, handling constantly increasing volumes of traffic without having to increase the number of operators.<\/p>\n\n<p>For example, a business expanding <strong>internationally<\/strong> can easily adapt its virtual reception system to support multiple languages, thanks to the ability of <strong>multilingual bots<\/strong> to respond based on the user&#8217;s location. <\/p>\n\n<p>This ensures smooth and consistent communication with <strong>customers around the world<\/strong>.<\/p>\n\n<h2 class=\"wp-block-heading\">INGO&#8217;s BPO Solutions<\/h2>\n\n<p>With INGO&#8217;s services in Hybrid BPO, companies can improve operational efficiency and deliver a superior customer experience. INGO offers businesses the opportunity to fully leverage the potential of innovative technologies, taking their customer care to new levels of excellence.<\/p>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>By integrating advanced technologies such as artificial intelligence and automation systems, companies can offer efficient and personalized services, reducing waiting times and optimizing human resources.<\/p>\n","protected":false},"author":8,"featured_media":6188,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[15],"tags":[78,53,52,37],"class_list":["post-5999","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-ai-reception-en","tag-automation","tag-bpo-en","tag-intelligenza-artificiale-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Virtual reception: an AI assistant to handle inbound requests - Customer experience e omnichannel solutions | Ingo<\/title>\n<meta name=\"description\" content=\"Virtual Reception systems with artificial intelligence and automation systems enable companies to offer efficient and personalized servicee.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virtual reception: an AI assistant to handle inbound requests - Customer experience e omnichannel solutions | Ingo\" \/>\n<meta property=\"og:description\" content=\"Virtual Reception systems with artificial intelligence and automation systems enable companies to offer efficient and personalized servicee.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer experience e omnichannel solutions | Ingo\" \/>\n<meta property=\"article:published_time\" content=\"2024-10-09T12:27:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-09T12:27:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/reception-virtuale.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"1000\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Gaia Banfi\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Gaia Banfi\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/\",\"url\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/\",\"name\":\"Virtual reception: an AI assistant to handle inbound requests - Customer experience e omnichannel solutions | Ingo\",\"isPartOf\":{\"@id\":\"https:\/\/ingo.it\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Cover-Reception-virtuale.png\",\"datePublished\":\"2024-10-09T12:27:24+00:00\",\"dateModified\":\"2024-10-09T12:27:29+00:00\",\"author\":{\"@id\":\"https:\/\/ingo.it\/en\/#\/schema\/person\/45f0204619ad221e9957000cec6f980e\"},\"description\":\"Virtual Reception systems with artificial intelligence and automation systems enable companies to offer efficient and personalized servicee.\",\"breadcrumb\":{\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#primaryimage\",\"url\":\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Cover-Reception-virtuale.png\",\"contentUrl\":\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Cover-Reception-virtuale.png\",\"width\":1500,\"height\":1000},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/ingo.it\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Virtual reception: an AI assistant to handle inbound requests\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/ingo.it\/en\/#website\",\"url\":\"https:\/\/ingo.it\/en\/\",\"name\":\"Customer experience e omnichannel solutions | Ingo\",\"description\":\"Ingo supporta le aziende nello sviluppo di soluzioni che garantiscano una customer experience fluida ed efficiente. Vieni sul sito.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/ingo.it\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/ingo.it\/en\/#\/schema\/person\/45f0204619ad221e9957000cec6f980e\",\"name\":\"Gaia Banfi\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/ingo.it\/en\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c35f6f19362cf677acbdf0a2980ef6f32cc48d48f04121f3922e9d9836be16b1?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c35f6f19362cf677acbdf0a2980ef6f32cc48d48f04121f3922e9d9836be16b1?s=96&d=mm&r=g\",\"caption\":\"Gaia Banfi\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Virtual reception: an AI assistant to handle inbound requests - Customer experience e omnichannel solutions | Ingo","description":"Virtual Reception systems with artificial intelligence and automation systems enable companies to offer efficient and personalized servicee.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/","og_locale":"en_US","og_type":"article","og_title":"Virtual reception: an AI assistant to handle inbound requests - Customer experience e omnichannel solutions | Ingo","og_description":"Virtual Reception systems with artificial intelligence and automation systems enable companies to offer efficient and personalized servicee.","og_url":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/","og_site_name":"Customer experience e omnichannel solutions | Ingo","article_published_time":"2024-10-09T12:27:24+00:00","article_modified_time":"2024-10-09T12:27:29+00:00","og_image":[{"width":1500,"height":1000,"url":"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/reception-virtuale.jpg","type":"image\/jpeg"}],"author":"Gaia Banfi","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Gaia Banfi","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/","url":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/","name":"Virtual reception: an AI assistant to handle inbound requests - Customer experience e omnichannel solutions | Ingo","isPartOf":{"@id":"https:\/\/ingo.it\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#primaryimage"},"image":{"@id":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#primaryimage"},"thumbnailUrl":"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Cover-Reception-virtuale.png","datePublished":"2024-10-09T12:27:24+00:00","dateModified":"2024-10-09T12:27:29+00:00","author":{"@id":"https:\/\/ingo.it\/en\/#\/schema\/person\/45f0204619ad221e9957000cec6f980e"},"description":"Virtual Reception systems with artificial intelligence and automation systems enable companies to offer efficient and personalized servicee.","breadcrumb":{"@id":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#primaryimage","url":"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Cover-Reception-virtuale.png","contentUrl":"https:\/\/ingo.it\/wp-content\/uploads\/2024\/10\/Cover-Reception-virtuale.png","width":1500,"height":1000},{"@type":"BreadcrumbList","@id":"https:\/\/ingo.it\/en\/blog\/news\/virtual-reception-an-ai-assistant-to-handle-inbound-requests\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/ingo.it\/en\/"},{"@type":"ListItem","position":2,"name":"Virtual reception: an AI assistant to handle inbound requests"}]},{"@type":"WebSite","@id":"https:\/\/ingo.it\/en\/#website","url":"https:\/\/ingo.it\/en\/","name":"Customer experience e omnichannel solutions | Ingo","description":"Ingo supporta le aziende nello sviluppo di soluzioni che garantiscano una customer experience fluida ed efficiente. Vieni sul sito.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/ingo.it\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/ingo.it\/en\/#\/schema\/person\/45f0204619ad221e9957000cec6f980e","name":"Gaia Banfi","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ingo.it\/en\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c35f6f19362cf677acbdf0a2980ef6f32cc48d48f04121f3922e9d9836be16b1?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c35f6f19362cf677acbdf0a2980ef6f32cc48d48f04121f3922e9d9836be16b1?s=96&d=mm&r=g","caption":"Gaia Banfi"}}]}},"_links":{"self":[{"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/posts\/5999","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/comments?post=5999"}],"version-history":[{"count":1,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/posts\/5999\/revisions"}],"predecessor-version":[{"id":6000,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/posts\/5999\/revisions\/6000"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/media\/6188"}],"wp:attachment":[{"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/media?parent=5999"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/categories?post=5999"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ingo.it\/en\/wp-json\/wp\/v2\/tags?post=5999"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}