Due to the particular difficulties that consumers faced, the past two years have seen a revolution in customer service.
Due to Indian customers’ innate preference for voice call help over alternative self-service options during times of crisis, traditional IVR systems, support staff, and their capacity to react to and resolve all inquiries were subjected to unprecedented call volumes. Customers’ levels of annoyance increased as a result of longer than typical wait times and calls that automatically disconnected after a short period of time. Due to the development of Voice Bots that are driven by AI, voice as a medium for customer assistance isn’t going anywhere but is instead going through a significant transition.
These Voice Bots are a scalable approach to give your clients interesting, personalized, interactive help and quick resolution. Additionally, they lessen the workload of human agents, freeing them up to concentrate on more useful, high-value tasks and urgent client queries. For instance, if you wish to raise a service issue, you can do it by calling the contact center’s number and saying, “My internet is not functioning,” as opposed to using the several typical IVR alternatives, the Voice Bot will ask you for further information, check the modem’s status, and ask you other pertinent questions before raising a ticket automatically in the backend CRM. Thereby freeing you from the drawn-out and Legacy IVR systems!
The Cognitive Call Centres
- Natural language processing (NLP) is used by voice bots to understand the semantics of human language, such as syntax, synonyms, canonical word forms, and slang. NLP enables voice bots to comprehend the meaning of human utterances and to determine the user’s intent.
- One of the finest aspects of a smart AI-enabled voice bot is its capacity to halt, listen, and speak appropriately anytime a consumer interrupts a conversation by expressing, “Sorry, but that’s not what I’m searching for” or “no, I am not interested in this product”
- When a consumer calls a company, they expect a quick answer. For instance, it can be quite frustrating for consumers to have to provide information like their account number, ID, address, etc. after contacting a contact centre. These Voice Bot are able to welcome the caller by name, recognize caller history, determine the likely cause of the call based on previous interactions and customer persona, and adapt advice based on the customer knowledge! An integration with the backend system can enable all the above.
- Further, these voice bots are able to transfer the call to the appropriate human agent or subject matter expert at any time throughout the discussion if it is unable to resolve the user issue or if the customer requests an agent handover.
- A voice bot powered by AI must never cease learning. It uses machine learning to continually learn from previous encounters and increase accuracy.
- A single Voice bot module attached with SIPs may interact with thousands of consumers at once and give each one of them customized help. Additionally, now contact centres can handle much more support issues than they could otherwise and significantly save expenses by delegating boring, repetitive jobs from human agents.
- Speaking is faster and more user-friendly than typing by a wide margin. Additionally, since bots can complete specialized jobs like purchases, reservations, and cancellations faster than humans, overall transaction times are decreased.
- Natural language understanding (NLU) and synthesis capabilities enable voice bots to continually learn from previous learnings/experiences and give more contextual, relevant, and human-like conversations as well as offer tailored product suggestions. Such interactive voice interactions opens the door to potential new sales.
The future of consumer involvement in contact centres is voice bots, no doubt about it. By taking over the mass resolution of frequent and repeated inquiries, they significantly reduce costs. Additionally, they customize suggestions based on preferences and prior purchases of the clients and increase income through cross-selling and upselling.
