Voice bots are changing the way companies handle customer service. Today’s intelligent bots are designed to interact with customers and provide a more natural experience. They utilize machine learning to train themselves on how to simulate natural conversation, analyzing droves of data to deliver a contextually accurate, personalized response.
If the value isn’t clearly apparent here, we’ll spell it out for you in this guide. For starters, let’s talk about what voice bots are and how they work. Then, it will be easier to understand the benefits of incorporating them into your customer service arsenal.
These bots are like chatbots, but they utilize natural language processing and voice recognition to provide responses to questions asked verbally by customers. Instead of typing a question, users can speak their request or query. The system will not only respond, but it will answer in a conversational context that can even be based on previous interactions or other customer data.
One example of advanced use for voice bots is using voice for biometric authentication. This technology can analyze voices with such precision that simply speaking can identify a customer. This technology is also great for general customer service and support, too.
Voice bots are useful for those who may have disabilities or who don’t have time to wait, as well as those who may struggle with communication. They make it easy for customers to get what they need, allowing you to save time and money while delivering a better customer experience.
How is that? Here are three big ways voice bots are providing value-added support for customers.
Voice bots can remember people’s names, preferences, and even their most common purchases or favorite products. These AI tools can train themselves to learn about customers and make recommendations based on their shopping history, as well.
Today’s customer demands a personalized, curated experience that gives them all the attention and answers they want. While static voice response systems and other tools are effective enough, upgrading to a voice bot is worthwhile when trying to improve the customer experience.
We know what you’re thinking – you already have 24/7 support in place via email and live agents. Plus, you’ve got a chatbot ready to answer simple questions and redirect people to other resources. What do you need a 24/7 voice bot for? Well, it can do several things.
For starters, it means you don’t have to have employees on the clock 24 hours a day. It also means that your customers can interact in a way that’s comfortable for them and saves them time and trouble.
Having a voice bot as your first line of defense with 24/7 support will reduce your expenses, save agents both time and hassle, and give people the customized, convenient solution they demand.
One of the most overlooked ways that voice bots and other artificial intelligence add value for customers is through analytics and prediction tools. You can use demographics and customer behaviors to understand audiences, improve product development or service offerings, and even increase personalized recommendations.
AI has the capability to intake and process data at rates that humans can’t even fathom. That means you can do all this quicker and easier, and you don’t have to spend a lot of time tweaking the parameters to do it. Modern chatbots and voice bots include robust reporting features that allow you to customize your monitoring.
When you take advantage of that, you can improve targeted marketing campaigns, deliver better product launches, and improve the customer experience in general.
Essentially, these are both AI bots that are designed to use machine learning to interpret and understand input, and then deliver relevant, contextual answers. Chatbots are used for typing-based chats, while voice bots are used to replace outdated IVR (interactive voice response) and automated phone systems.
They both have their place in your business and offer similar benefits for both you and your customers alike. They reduce costs, streamline operations, automate routine tasks, and ultimately, deliver a human-like experience without the time or complications that often come from human interactions.
Today, there are few things more important to any business than the customer experience. Since today’s customers demand such a personalized, attention-focused interaction, companies are working hard to find the best ways to keep up. Fortunately, technology like AI is helping to deliver premium experiences at a fractional cost, all the while helping you drive your future business.
You can’t just implement any chatbot or voice bot and expect it to be beneficial, though. You have to check out the different tools out there and find the platform that best suits your needs. Consider custom builds, pre-existing platforms, and other options for voice bots that may suit your needs and help you deliver a better customer experience.
If you integrate AI with this in mind, you will be successful every single time.
At Smith.ai, we take pride in providing a host of solutions to make running your business easier. Our virtual receptionists are just the start of it, too. We also have a new AI Voice Assistant that can revolutionize the way you handle customer service. Plus, we can provide 24/7 live-staffed chat.