The wait is finally over! Augmented Voice Intelligence Can Transform Customer Experience

 


We had our first encounter with Siri just over a decade ago, and we had no idea how significant it would be and how Voice AI would transform customer support forever. Voice searches are being used by several centuries, from baby boomers to millennials to gen Z, on popular sites such as Google Assistant, Alexa, Siri, and others, demonstrating their potential. Today, we are on the verge of a Voice-tech revolution in customer service.

We seek productive discussion to communicate and express ourselves because speech is an essential part of being human. But, nowadays, the thought of being stuck with Interactive Voice Response (IVR) and chatbots in an emergency/urgent scenario gives us the heebie-jeebies, doesn't it?

 And the long queue for a customer service representative to pick up, if at all, creates a negative emotional attachment to the brand.

Companies have worked hard to provide a delightful customer experience, but it is simply not possible with existing legacy systems. Augmented Voice Intelligence, which not only understands and responds but is also semantically able to grasp the context of customer queries or problems, is the emerging solution to CX woes.

Customer experience can make or break a brand's reputation.

The Conversational AI space has seen explosive growth, and Augmented Voice Intelligence is at the forefront, with the incredible potential to disrupt the way businesses interact with their customers.


Why Voice-first Solutions Will Accept Everything?

The written and spoken languages are very different. Spoken content contains more information, which is hidden in the shape of pauses and pitch modulations. ASR-enabled chatbots can transcribe but not converse. As organisations invest millions in automated voice support, they would like their virtual agents to understand semantics such as sarcasm and not simply accept "oh, you did a good job." When we buckle a widely accessible Automated Speech Recognition (ASR) over a chatbot, those subtle nuances of human conversations are annihilated.

Though chat has specific use cases where it excels, a simple conversion of text to voice and vice versa does not even meet the bar for a voice conversation.

 

Complete Customer Support

Voice AI or AI-enabled Intelligent Voice Agents' main applications can be divided into four categories:

  1. Resolving Tier 1 Problems: All calls can be routed via Voice AI agent, and it will be capable of responding to a large portion of them without any human intervention.
  1. Pre-Call Assistance: As the call is routed to a human agent, Voice AI can gather all relevant information so that the agent can interact in the most meaningful way possible. 
  1. On-Call Assistance: The Digital Voice Agent wants to listen to the conversation and provides real-time data and assistance to the human agent, enhancing the agent's ability to serve multiple clients. 
  1. Post-Call Assistance: A call summary is required for feedback, and the agent must complete it.

The Voice of the Future is Voice AI

Consider a contact centre with a seamlessly scalable team available 24 hours a day, with agencies who have customer data at their fingertips, and where call quality never drops and no one becomes frustrated. Personalization, relevant up- and cross-selling are standard operating procedures, and call data analytics and feedback are available on the fly.

Sounds like a dream, doesn't it? However, with the right voice technology solution, businesses can achieve this. Consider the competitive advantage your company could gain from the successful implementation of augmented voice intelligence.

This is a watershed moment for custom-centric businesses, as their voice strategy will have far-reaching consequences.

Concluding:

Given the pervasiveness of voice tech applications, businesses must consider developing a voice interface to cover all customer touchpoints. Be prepared to use voice on smart speakers, voice assistants, websites, apps, customer support, and even in-store experiences. Create a voice that is always available to assist your customers; this will enable your company to be present in new ways to serve, personalize, and leverage data. Every business must have a voice! 

Consult us to learn more about Voice AI and its significance in the coming years. AILifeBot provides you with the best quality chatbots in Noida to give your business a new direction and let it flourish and reach more heights leading to the expansion of your online business. Do connect with us to get yourself privileged with the features of chatbots.  

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