How can AI help you in your daily business activities using Daktela software

Mihai-Alexandru Cristea 07/06/2023 | 17:55

Artificial intelligence brings many benefits to the daily activities of any business. The way companies have already integrated chatbots into their communication with customers and partners improves operational efficiency, customer relationships, and strategic decision-making, thus contributing to the success of the business.


Chatbots, mailbots, and voicebots were the main topics of discussion during the first event organized in Romania by Daktela, a top European company that provides cloud-based All-in-One Call & Contact Center solutions. The software integrates various communication functions with the customers and allows interaction through phone, email, webchat, SMS, Viber, Facebook Messenger, Instagram, and WhatsApp.

During the event, David Hajek (founder and CGO of Daktela Global), Martin Skaba (CEO of Daktela Global), Mihai Nica (Daktela Country Manager Romania), and Michael Rousar (Business Development Manager of Daktela) presented company’s mission, vision, software advantages, AI technology, and new integrations.

“The development of Call & Contact Center processes is getting bigger and bigger worldwide, and the main challenge is to provide top user experience for the any customers of any company. Daktela offers complete Omnichannel communication solutions in a simple and unified way. Regarding the Romanian market, we actively involve ourselves in improving companies’ Customer Care processes. It has the highest potential of growth on the European market at this moment,” says Martin Skaba, CEO of Daktela Global.


Automation of Customer Care services

One of the main advantages of artificial intelligence is its ability to provide customer support in an automated and efficient manner. Chatbots, mailbots, and voicebots are programmed to answer customer’s questions and provide real-time assistance. This reduces the need for a large number of agents and allows better solving more complex tasks. Providing consistent and prompt support improves customer satisfaction and reduces response times.

“Daktela’s strength is the omnichannel communication and the fact that the software is modular. We offer efficient management of each Contact Center through reports, statistics, real-time monitoring of agents, and integrate different external databases such as CRM and ERP through API protocols. We cover all business industries and provide an all-in-one experience regardless of the company’s size. We continuously adapt to the needs of each company, by implementing customized solutions with the necessary modules, without any minimum requirement,” declares Mihai Nica, Daktela Country Manager Romania.


Personalized experience with AI

Chatbots provide a personalized experience for customers. They collect information about customers’ preferences and needs, and, based on that information, they offer personalized recommendations for products or services. This contributes to customer loyalty and the development of long-term relationships with them.

In the case of voicebots, chatbots, and mailbots, AI automates repetitive tasks and takes over appointment scheduling, reservation management, or payment processing. Automating these tasks allows employees to focus on valuable and stimulating activities such as innovation, strategy, or human interaction. As a result, operational efficiency is significantly improved, and costs are reduced.

Artificial intelligence analyzes data and provides useful information for making the right decisions. By using machine learning algorithms, AI robots analyze information from collected data and generate relevant reports, analyses, or predictions.

“There is a lot of talk about artificial intelligence at the moment. I think there is still much information unknown about what type of AI will be used in the long term and what is just a hype today. We are always keeping up with the changes and providing our customers with the best solutions. If artificial intelligence becomes dominant, then our product will offer that at its best,” adds David Hajek, founder, and CGO of Daktela Global.


Setting up top-notch Customer Care

During the event held in Bucharest, Michal Rousar, Business Development Manager of Daktela, mentioned that the use of artificial intelligence is not reserved only for specialists, but it fits into the daily activities of any business.

Automating routine communication using virtual assistants is a must-have in any result-oriented company. Daktela AI products and modules are the virtual colleagues of our customers, aiming to provide answers to general, repetitive, or specific questions.

Automation scenarios are found in Inbound (through Smart IVR), Outbound campaigns, customer inquiries about order or payment status, NPS, emails, returns, or phone calls.

In addition to their traditional tasks, chatbots contribute to the process of conversational marketing, acting as good advisors (lead generation).

Regarding voicebots, the main functions include intelligent call routing, predictive dialing, and resolving requests directly in the IVR.

Connecting a voicebot to an IVR is necessary for a business with a high volume of calls regarding order status (e-commerce). Unlike the competition, Daktela AI delivers a complex and complete solution that maximizes the capacity to manage demand, with a strong focus on user experience.

Although email is one of the most used communication channels, most companies do not fully utilize its potential. The automated statistics provided by the mailbot are real support in planning additional steps that lead to greater customer satisfaction and reduce the number of inquiries.

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