Apr 06, 2022
2021 was a nightmare for contact center managers across the United States - arguably the worst year to manage contact centers in recent times. The shortage of contact center employees, the ongoing Covid-19 pandemic, and disrupted logistics (due to unpredictable weather-related events) are some of the key challenges before contact center professionals.
According to the U.S. Labor Department, 4.5 million employees quit their jobs in November 2021, which was the highest in two decades since the government has been keeping records. In October of the same year, 4.2 million voluntarily resigned from their job.
Without any doubt, conversational automation is a boon for contact center professionals struggling with a shortage of human agents.
Robots cannot replace human agents completely, but they can address repetitive customer queries. You can analyze your interactions with customers and identify the types of conversation that you can easily automate.
Up to 90% of customer queries can be automated through AI-Powered Voicebots and Chatbots
Conversational AI does not only address the problem of the shortage of human agents, but it also optimizes your contact center operations.
Contact center automation (through AI-Powered Voicebots and chatbots) is a win-win for everyone - businesses and customers. For businesses, this automation means low operational costs, more digital sales, loyal and happy customers, and seamless conversations with customers. For customers, it means round-the-clock customer support, self-service, no wait time for talking to an agent, and faster resolution of queries.
Chatbots and Voicebots help you deliver a delightful, hyper-personalized buying experience to your customers.
Thanks to rapid innovations in conversational AI, Voicebots have grown mature now - they can easily manage outbound calling/telemarketing campaigns. Voicebots can
Contact center (AI) automation saves you the time of your human agents wasted on manual, repetitive customer queries that AI-Powered Chatbots and Voicebots can manage.
You would be surprised to know that, on average, agents spend more time finding relevant information than actually talking to customers. You can equip your human agents with AI-Powered virtual assistants (agent assists).
Contact center automation helps you deflect calls to a great extent. You can deploy AI-Powered Voicebots and Chatbots across customer-facing channels and encourage them to self-serve rather than talking to a human agent.
Happy customers mean more business. Contact center automation helps you deliver a superior customer experience and win the loyalties of your customers. AI-Powered Voicebots and Chatbots help you
Customer-centric businesses leave no opportunity to engage customers across all touchpoints. You can launch Voicebots in Voice channels, such as calling, and Chatbots in chat channels, such as text/SMS. Or, you can deploy Voicebot and Chatbot both in the same channel like WhatsApp, Facebook Messenger, or a mobile app.
Floatbot offers a unique Contact Center AI solution, Floatbot UNO, that acts as a Voicebots in Voice channels and Chatbot in text channels.
AI-powered Voicebot and Chatbots are great, but they don't replace human agents completely. Customers might need to talk to an agent if they have a complex query. In such cases, the bot understands the customer's intent and seamlessly handover the conversation to an agent.
The agent can access the transcription of the call, so they can quickly understand what the customer needs without making the customer repeat everything.
Some contact center solutions may have a voice biometric solution, such as Floatbot Armor, to accurately authenticate the user identity. Voice biometrics helps you ensure the security of your transactions and provide a seamless authentication option to the customers.
Every day, more and more businesses are investing in contact center automation through conversational AI Voicebots and Chatbots. However, building a conversational AI platform from scratch needs time and resources. That's why they turn to conversational AI platforms, such as FLoatbot, to deploy bots instantly.