Deploying AI in contact centers helps improve the customer experience and increases the availability of customer service. Thanks to the growing interest in home assistants such as Alexa and Siri, people are getting used to communicating with robots using their voice, which is why we are also seeing more and more of them on customer service lines. VOCALLS proposes a solution which helps large multinational enterprises as well as medium-sized and small businesses with more than three operators. In what specific cases can voicebots be useful? How can they help operators solve customer requests? Take a look at four possible uses of voicebots in practice and get inspired.
Routine questions and requests
Voice assistants can handle callers’ routine questions, which are any questions that the operator would not normally think about for more than a few seconds. voicebots can also be used in dealing with requests with a fixed scenario, such as arranging insurance, blocking a debit card, or perhaps information about an ending contract. This allows operators to address more complex customer requests.
A major advantage of voicebots in contact centers is the increased availability of customer service. The robot answers the phone immediately, regardless of how many people are calling the line. It can thus handle any number of parallel calls at the same time. Thanks to artificial intelligence, the robot understands what the person is saying and responds to their requests according to the call script. The call script is always prepared with the caller's situation in mind so that the voicebot can also answer additional questions or possible concerns of the customer.
Replacing the voice menu (IVR)
Voicebots are sometimes referred to as the next generation of IVR (Interactive Voice Response) systems. In contrast to IVR, voice assistants have the advantage of you not having to listen to the entire menu. All you have to do is make a request and the robot will transfer you where needed, for example to the operator in charge of the specific issue. Or it will resolve everything with you on its own.
In practice, customer helplines usually look like this:
Robot: “Hello, you have reached bank XY. For information about your account balance, press 1. For information about payment cards, press 2. If you want to report a lost or stolen card, press 3. ....”
Once the voicebot is deployed, the call can proceed as follows:
Robot: “Hello, you have reached Bank XY. What can I do for you?”
Human: “I want to block my card, my wallet has been stolen.”
Robot: “I understand. I will transfer you to a colleague who will sort everything out with you. Please stay on the line.”
Helpdesk lines and handling waiting calls
Although it may not seem like it at first glance, these two examples of using a telephone assistant are similar. When reporting an incident to the service desk or helpdesk, we need to know who is calling (or what company they are from) and what request they have decided to contact you with. In a similar way, we can collect data from callers who have reached a busy line without any operator available to attend to them.
Customers who are waiting on a fully busy line, however, can be handled by a voicebot. It will find out the reason for the call, verify the contact details and immediately send this information to the operators. In both cases, the operators then contact the caller back with the information already obtained, making their job easier and the whole process faster.
The voice assistant can obtain a variety of data from the caller, such as their name and surname, a contract number, a license number, a date or even an address. The information obtained is usually confirmed with the customer to make sure the voicebot understood it correctly.
Do you need to communicate some information to your customers? With the help of a voice assistant, you can convey it to them in a simple way and with a clearly visible result of whom the message has reached. Whether it’s a reminder of an unpaid invoice, a reminder of an upcoming doctor’s appointment, or information about a current service outage, the voicebot can reach hundreds of your customers at once.
Voicebots are also used in many other situations. For example, wherever there are routine questions or requests that are frequently repeated. Do you have an idea how a telephone assistant could help operators in your company? Get in touch with us and we’ll look into it together.