Frequently Asked Questions
Is Telli Talk a chatbot? Or is it a voice bot that can make phone calls?
Both are true. Telli Talk is an omnichannel intelligent conversation platform that includes a text robot (Flow Chat) supporting various social and web channels, as well as a voice robot (Flow Talk) that supports voice call technology. It adopts a machine + human collaboration model, designed to connect to real people as needed according to the brand's requirements.
Can Telli Talk completely replace human customer service?
Telli Talk's positioning is 'the best digital assistant for real people', capable of handling 80% of everyday tedious tasks, allowing real customer service representatives to focus on resolving 20% of critical issues that have high emotional value or complexity, enhancing overall service resilience.
In chat mode, under what circumstances will it definitely switch to a real person?
Brands can customize which scenarios require transitioning to a real person, such as when the system identifies an excessive number of repeated questions (triggered by the number of occurrences) or when certain business process nodes are set to require human intervention, automatically guiding to real person services.
What incoming calls can Telli Talk handle in phone scenarios?
Can handle inbound consultation FAQs and automation processes. The following scenarios can be adopted: - Initial reception and routing by the switchboard - Inquiry-type questions (business hours, progress) - Guidance for appointment, order, and maintenance processes - Product guidance and activity explanation - Transfer to a human after specifying conditions
How will Chat AI guide users if they are speaking very vaguely?
The system will guide based on the confidence level of intent recognition: medium similarity will enter the "system suggested questions" for users to choose from; low similarity will use RAG generative techniques for flexible inquiries, or trigger guiding language to ask users to change their phrasing.
How does a human customer service representative use the information collected in the chat conversation?
When a person takes over, they can instantly preview the AI-annotated intent tags, conversation summaries, and historical records. In addition, the system supports previewing the text that the user is currently typing, allowing personnel to prepare responses in advance, optimizing the communication experience.
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