Voicebot or Voice AI is revolutionising customer support. We look at how your business can leverage it to improve customer experience.
Voicebots are a fine example of technology that help businesses serve their customers better. Powered by AI, it is meeting customer needs in a way that make it easy for customers to get the required support.
With digitisation at its peak, the relationship between the business and customer has been changing drastically. The increased use of online media to purchase goods and services have reduced the opportunity to offer the one-to-one conversation we had in store.
Powered by natural language processing (NLP) and AI-based technology, one can adapt the voice chatbot based on industry-specific needs. As reported by Gartner, 25% of the customers are expected to adopt voice interactions by 2023; there is excellent leverage that voicebot customer service offers.
Suggested Reading: Why Voice-Based Customer Support is the Future?
Customer retention and experience being a variable concept, the voice AI use cases are immense, all based on instant communication, diverse solutions, quick resolution, and high-end availability. This is one reason why 95% of people feel that customer service will benefit from chatbots and voicebots.
So, let us look at how a business can leverage the use of the voicebot AI for a better customer experience.
5 tips to improve CX by leveraging voicebot
Voicebot is used in various fields with a significant focus on customer support to offer seamless service and value-addition.
Here are five of the most popular ways to leverage voice chatbots in improving user experience and assisting businesses in providing better customer care:
1. Instant support and quick response are fundamental
The most significant cause of customer dissatisfaction is slow customer service or the long wait time to connect with customer support.
The use of the voice chatbot by businesses can improve the overall customer experience by reducing the lead time in offering solutions to customer queries. Additionally, the voicebot can operate 24*7, which means that customers can get their queries resolved in a fraction of seconds no matter what the time is.
2. Navigation made easier
Voice customer service assists the customers in easy navigation. A business might offer a range of services to a customer, and the voicebot can help the customer navigate through the site to reach the service or product they are looking for.
For example, the voicebot AI in travel and tourism guide sites help customers find their way and reach the location. Chat- and voicebots have become an integral part of the business strategy. They improve customer experience by offering the desired to-the-point service and saving their time and energy.
3. Recommendations that match your need
eCommerce sites like Amazon and Flipkart offer millions of products to a customer. Even for a small pen, there are thousands of options that a customer can select from, which is rather confusing.
A voice chatbot can communicate to the customer, understand their requirement, look for the product that matches, and offer the same to the customer. Not only is this a delightful experience, but it makes the customers feel valued.
4. A personal voice assistant to answer you
The most brilliant way to offer voicebot AI to customers is in the form of a personal assistant. One example is reminding users about their appointments or repeat transactions.
Using the voicebot on educational platforms, for instance, to answer queries or on storytelling platforms where they can communicate to listeners, is another opportunity where companies can adopt voice AI.
5. No emotions, yet highly polite
The customer support team performs the best in every industry. But being operated by humans, emotions can back the decisions or communications in some instances. There are chances of negative occurrences leading to dissatisfaction.
Conversely, the voicebot is entirely free from all emotions and can talk most politely to every customer irrespective of the situation. This can not only calm customers but also offers a pleasant experience.
Opportunities offered by voicebot
According to Statista, it is expected that there will be approximately 8 billion voice assistants or voicebot by the end of 2030. The growth of the voicebot is indeed exponential, and the opportunities are immense. The few outstanding opportunities that voice AI customer service offers are:
- Improving the self-help concept and allowing the customers to resolve queries on their own.
- Altering the content based on the specific needs of customers quickly and in real-time.
- Making the customer support agents more efficient by diverting the excess pressure.
- Improving the customer experience by the application of data-driven models.
- Allowing the businesses to have more productive time for employees.
- Enabling innovation and creativity by diverting the resources to the much-needed areas.
Voice chatbot: Technology that goes a long way
To conclude, an investment in effective and efficient AI-powered technology is a must to gain the leverage that the voice chatbot offers in improving customer service.
As per Juniper Research, the success rate of chatbots is expected to reach over 90% by the end of 2022.
Voice customer service can better customer engagement and experience. With multiple applications and functionalities, the voicebot ensures to help the customers most effectively and efficiently.
Verloop.io provides Conversational AI that improves and scales customer support. If you are looking for a service that can engage with your customers intelligently, talk to our experts.