Jan 21, 2022
There are sufficient reasons to say that automating customer interaction is the key to delivering a superior customer experience. For starters, it frees up time for human agents, so they can focus on crucial tasks rather than being caught in answering repetitive queries.
Second, the automation facilitates immediate response when customers reach out to you, which customers always expect and appreciate. In short, it makes your customers happy and increases contact center productivity - a win-win for all.
More and more businesses are investing in Voicebot technology with time as they recognize the advantages. After all, no company likes to stay behind its competition.
“More than 75% of companies are planning to invest in automation technologies such as AI and process automation. AI, Chatbots, and Voicebots take care of repetitive queries and support requests”, Says Deloitte
A Voicebot is software that enables computers to have human-like conversations with humans using natural language. It uses a set of technologies, such as artificial intelligence (AI), natural language processing (NLU), Automated Speech Recognition (ASR), and Text-to-Speech (STT).
Thanks to advanced Natural Language Understanding (NLU) technology, the Voicebots are mature enough to recognize the intents and the context of conversations. Now you don't need to speak words in a particular combination for the Voicebot to understand what you want to say.
Voicebots are commonly mistaken as voice assistants. However, voice assistants, such as Siri or Alexa, typically control the hardware and are integrated with smart speakers or smartphones.
When you speak into the voice interface of the Voicebot, the ASR technology detects the voice input and converts it into text. Then, the text output is processed with Natural Language Understanding to understand what the user intends to say. Once the user's sentence is understood, the Voicebot looks for the appropriate answer/response with the help of a knowledge base backed by AI, machine learning, and deep learning.
The Voicebot can respond in two ways - through pre-recorded responses or Text-To-Speech (TTS). In the first one, the Voicebot finds the appropriate response from the knowledge base, where the answers are pre-recorded and saved. If you haven't pre-recorded responses, you can leverage TTS technology that takes text as input and convert it into voice - it is also known as Voice synthesis.
Because of the evident benefits of Voicebots, businesses across the world have started incorporating Voicebot in their contact centers.
Addressing a large customer base through human agents can be tedious, time-consuming, and unproductive. On the other hand, Voicebot can efficiently manage the contact center operations such as:
Voicebots are perfect solutions for businesses that get a large number of service requests. Thanks to them, customers don't have to wait in call queues. Voicebots make customers happy with quick responses. Also, you can run massive campaigns with Voicebots to reach a large number of customers in a short period.
Whether it is the middle of the night or a holiday, you can assist your customer with the help of a Voicebot. This way, your customers don't have to wait for the working hours of your human agents.
Many customers find it convenient to make calls to resolve their issues or ask for services because calling is quicker than typing a message. So, having a Voicebot is a way of winning the loyalty of such customers.
You need plenty of resources to recruit, train, and operate human agents. With the help of Voicebot, you can manage your contact center efficiently with fewer agents.
With time, more and more businesses are leveraging Voicebots to deliver a superior customer experience, increase contact center productivity, and reduce operational costs. The forward-looking enterprises must consider implementing Voicebots to stay ahead of their competition.
Written by: Ashok Bishnoi