What is Webio?
Overview
Webio is a cutting-edge conversational AI platform designed to optimize customer communication, with a strong focus on credit, collections, and engagement. By seamlessly blending automated interactions with live-agent support, it delivers personalized messaging experiences through SMS, WhatsApp, Webchat, and more.
Build Automated Conversation Flows
Webio enables businesses to design powerful automated conversation flows (Bots) tailored to their needs. Bots combine rule-based & logical branching steps with advanced AI Natural Language Understanding (NLU) features for dynamic adaptability. When it comes to NLU capabilities, businesses have the flexibility to:
- Use Webio’s customized AI NLU models, which are tailored specifically for credit and collections.
- Integrate their existing Google Dialogflow agents, to enhance conversational flows.
The flows dynamically adapt based on;
- Customer Responses: Interpreting input to guide the flow.
- Stored Data: Using data inputs to personalize and contextualize responses.
- Time of the week, day, logged agents and much more
Set Up Mass Communication & Inbound Campaigns
Once the conversation flow of the bot is created, the platform enables users to launch targeted outbound and inbound campaigns. Outbound campaigns allow users to send personalized bot messages to large groups of customers, leveraging message placeholders (Field names) to maintain a tailored experience at scale. For example, a collections agency can send payment reminders where placeholders dynamically insert each customer's name, outstanding balance, and due date, ensuring a personal yet automated approach to debt recovery.
Meanwhile, inbound campaigns facilitate seamless, real-time customer interactions, ensuring responsive and engaging communication.
Webio offers two flexible methods for managing customer data:
File Upload:
Businesses can upload customer data files directly into Webio’s platform in CSV or Excel format. These files must be organized into columns (Field names), such as:
Name | Phone | Amount | DueDate |
Sarah Red | 447748882619 | 50 £ | 02/06/2025 |
John Green | 447741452716 | 100£ | 07/07/2025 |
The bot that is sent to campaign will automatically fill in the placeholders (Field names) of the messages or automatically take a certain conversation flow based on the value stored against the contact and the rule you configure (Logical Branching).
Please note that file upload option it is not available for Inbound Campaigns
External Systems Integration:
Webio can also integrates directly with a business’s systems (E,g, CRM) to access real-time data associated with the customer's Unique Identifier. Bot's messages placeholders such as <<Name>> or <<Amount>> dynamically fetch data from the connected system, ensuring messages are accurate.
Conversations Monitoring & Live-Agent Integration
The Conversations screen enable your team to monitor your campaign's conversations and intervene when complex or sensitive issues arises; Webio ensures seamless transitions from automated flows to live agents. This allows customers to receive personalized support from a human when automation cannot fully address their needs, ensuring satisfaction and trust. The Conversations Screen is also equipped with powerful AI features such as customer's Propensities detection.
API and Webhook Integrations
Webio provides robust API and webhook integration capabilities that expand its functionality and allow businesses to connect Webio with other systems or services seamlessly.
API Integrations:
APIs enable secure, real-time communication between Webio and external platforms like CRM systems. Through APIs, businesses can automate:
- Pulling conversations' data from Webio.
- Trigger specific conversation flows based on Webio internal events (e.g. Conversation Status update).
- Automate tasks like campaign initiation or sending bots.
API integrations ensure businesses can dynamically manage customer interactions while keeping all systems interconnected for efficiency and accuracy.
Webhook Capabilities:
Webhooks allow Webio to send automated notifications to external systems when specific events occur, such as:
- A new message is received.
- A status is assigned to a conversation.
- A conversation is closed.
And much more.
In conclusion
Whether building advanced conversational flows, conducting mass campaigns, or integrating with external platforms, Webio ensures seamless, impactful communication. Start your Webio journey now!
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