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One of the critical markers of a good customer experience is resolution time. The quicker the resolution time, the happier the customers are. Voice and Chatbots make this possible using intelligent conversational AI. The customers of today expect instant and real-time information. Outstanding customer experience in itself can become a differentiator if done right. It is time you use conversational AI voice & chatbots to our benefit in digital transformation.
The visible change in customer demography has led us here. According to research, any person below the age of 30 is likely to use a voice or chatbot to interact with a business today. If implemented properly, a good chatbot can solve customer queries faster and address issues more effectively. This directly leads to impeccable customer satisfaction by just using short, quick, and conversational responses.
Chatbots are virtual chat interfaces that hold a conversation with a customer without any supervision. It is done using Al, Machine Learning, and Natural Language Processing which help it to carry out a human-like conversation. The responses are extremely relevant and to the point. They are simple to deploy and can be customized for any touchpoint.
In the spirit to transform the customer experience, you must start thinking in terms of the entire customer lifecycle. AI chatbots have the power to tackle all kinds of customer queries be it onboarding, upgrading subscriptions, checking delivery status, payment issues, cancellation, document upload, etc. Additionally, they can also encompass all the departments of your business from sales and marketing, to customer success, support, and even finance. In a nutshell, they become your digital assistants for doing manual tasks.
Voice Bots are virtual assistants powered with voice communication capabilities. Such bots or assistants are engineered with conversational AI to ingest, analyze, interpret and respond to customer queries spoken to them in the natural language. The objective is to respond to the customer’s queries verbally with the voice in real-time.
Similar to the chatbots, this is done using Natural Language Processing (NLP) powered by Machine Learning and Artificial Intelligence. The biggest benefit voice bots bring to any business is the drastically quick resolution time. The majority of customer service interactions are simple queries that do not require any human intervention. Thus, it helps to in reducing expenses by optimizing technological resources by automating customer experience. So, this can allow customer service representatives to invest their time and effort in dealing with more nuanced and complex issues at heart.
AI Voice Bots can bring about great improvements in the customer experience of your company. The current and upcoming generation is not just comfortable with a verbal form of digital communication but would opt for it if given the choice. But, other choices like waiting for support on IVR or the slow process of chatting with customer support are too hectic for their fast-paced digital lifestyle.
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