Call centres aren’t enough to support your customers and provide seamless experiences. You need the help of automation and AI in the form of chatbot and voicebot for it.
Customer expectations are higher than ever before. They are more aware and smarter. And therefore, customers don’t go for just any brand anymore.
Out of the many things, customers are looking for convenience. They choose brands that are quick to respond, listen to their problems seriously, and offer reliable solutions instantly, every single time.
In short, they trust the brand which provides a personalised solution.
Deploying a voicebot helps you evolve your call centre to work in parallel with human behaviour and deliver delightful customer service.
Read the full guide on Voicebot: Use Cases, Benefits and Examples
In this article, we will help you find answers to questions about voicebot use cases:
- What is the purpose of using a voicebot?
- Is it safe to use a voicebot in the call centre?
- What are the top 10 voicebot use cases?
What is the purpose of using a voicebot?
Being able to solve a huge number of customer problems has always been a challenge for companies. Customers have to wait long when the agent is busy with multiple tickets.
On another note, customers don’t get the desired or consistent experience with human agents. CX depends a lot on an agent’s skills, experience, and mood. And companies cannot control that.
Unhappy customers lead to business loss. According to Microsoft, 60% of consumers stop doing business with a brand due to poor customer service.
With the help of the right automation and AI, voicebots offer a consistent and inclusive customer experience.
No matter what language customers speak, what time they speak, and where they speak from, a voicebot will be able to assist them every single time. It makes sure that every customer receives the same level of service.
Another motive to use a voicebot is to create personalised customer experiences. With the right integrations, a voicebot can connect the dots and use customer data to deliver customised and unique responses, ramping up the CX.
Therefore, overall, the purpose of the voicebot is to address customers’ inconvenience instantly and offer an easier, quicker, and more reliable customer experience.
But, is it safe to use a voicebot?
Let’s answer the elephant in the room. With the growing use of voice technology, there’s also a growing concern about voice privacy. After all, customers share a lot of personal data with organisations.
The voice AI stores this information in the cloud to process and respond to the user. Further, these data are used to train the algorithm of the voicebot to correct automatic speech recognition errors.
Therefore, it is normal for users to fear their sensitive information being mishandled. According to The Fintech Times, over an increased digital footprint, almost 50% of consumers fear losing privacy.
So is it safe to use a voicebot?
Well, voice technology, and conversational AI in general, is a relatively new field. With best practices still evolving and loopholes being discovered as more companies adopt them, implementing voicebots comes with its own set of challenges in security.
Having said that, voice bot vendors do consider security issues and have fundamental practices in place. For example, most voice bot solution providers stay compliant with regional data regulations.
Second, they provide options to add two-step verification and voice authentication features which give businesses more control over who has access to customer data.
Goes without saying, businesses working with customer data should stay vigilant of threats.
What are the top 10 voicebot use cases?
Voicebot use cases can be divided into inbound calls and outbound calls. So let us discuss how voicebot can be used in different industries based on the categories.
Suggested reading: 3 Burning Contact Centre Challenges Voice AI Solves With Ease
Inbound calls: Automate customer-initiated calls
Inbound calls are basically initiated by the customers. It means that the call centre will receive calls from the customers regarding any queries, help, complaints, etc.
Automating inbound calls with a voicebot reduces the burden on the human agent. It also improves CX by making the experience seamless with a quicker, easier, and more accurate response.
So let us discuss some of the voicebot use cases in inbound calls:
1. Post-purchase customer support calls
When customers purchase a product or service, they seek out support when in need. For instance, at times customers may receive broken or defective products, and they would call customer support for a return or replacement solution. Or after the product has been returned the refund might not have been initiated by the company, etc.
The customer support team must be easy to contact, easily available, and responsive to keep the customer happy. However, human customer support has limitations and can’t offer a hand to all customers at once.
On average, a customer is put on hold for almost 2 mins. This negatively impacts CX.
This is where a voicebot proves to be a troubleshooter. It keeps the customer from waiting and solves their problems in an instant. This keeps the customer happy and satisfied.
2. Pre-purchase queries
Voicebot helps customers find the information before getting any product or service. The information may include catalogue, pricing, delivery date, etc. Or they would want to understand how their product can solve their problem.
Failing to respond to these queries would mean that you’re pushing away your potential customers to your competitors. Customers would happily switch to brands that are empathic and value their time.
A good voicebot use case is helping businesses maintain healthy relationships with the customer by providing them with the right information at the right time. The voicebot can answer any questions the user has and also recommend alternative products based on their requirements.
Such seamless experiences help in converting the inquiry into sales.
3. Booking and reservation
Booking in advance or making, cancelling, or rescheduling reservations makes it easier to get exactly what one wants. Deploying a voice bot makes the process super easy today.
Be it an appointment at the salon, booking a table at your favourite restaurant, or booking the seats at a cinema. This voice bot use case is perfect for your business if your business deals with pre-scheduled meetings.
In addition to making the reservation, voicebots can sync the data with your and users’ calendars and also call them to remind them about the meetings.
4. Parcel tracking
A lot of customers make a voice call to know about the status of their order or the delivery date.
Voicebot identifies the package with the tracking number and informs the caller about the location, delivery process, etc. It also helps the customer make some changes regarding the change in delivery date or address.
For eCommerce companies, most inbound calls are to enquire about this data. By deploying a voicebot in this use case, businesses can drastically decrease the load on human agents in the call centre.
5. Seasonal surge in calls
Businesses offer different kinds of discounts or freebies during the special seasons. Clothing brands, electronic companies, etc. mostly offer sales during summer and winter and many other festivals. Even health institutions conduct free eye checkups or dental checkups from time to time. Telecommunications also offer heavy discounts occasionally.
At such times, companies are flooded with calls. The call volume to call centres in certain stances rose over 6oo% from normal levels. This is also a high chance of fostering long-term customer loyalty, attracting new customers, or boosting your brand reputation.
But it is next to impossible for human agents to catch up with each and every customer one by one. So voicebot comes as a lifesaver in such situations.
Outbound calls: Automate call centre-initiated calls
Outbound calls are initiated by the business. They call the customers for renewal of service, contact updates, market updates, etc. the motive is to focus on sales, lead generation, telemarketing, and fundraising.
Here are a few voicebot use cases for outbound calls:
1. Telemarketing calls
Every business must make people aware of their products and services. Voicebot helps businesses to approach potential clients and inform them about the product. With added personalisation, voicebot-initiated conversations are more engaging than IVRs.
Voicebot is powered by AI that can identify trends in customer shopping and sell new releases to them at the right time. It helps keep your regular clients updated.
It can also follow up with the client. For example, when it’s time to renew an OTT subscription, or a month after buying a shampoo bottle, etc.
2. Lead qualification
With a pre-designed conversational flow, the voicebot qualifies captured leads. It means a voicebot will engage the prospects in the conversation that will contain qualifying questions. The voicebot will evaluate the answers to qualify or disqualify them without any help from human agents.
This further makes it easier for the marketing and sales team to focus more on leads that are likely to convert.
3. Added layer of security
For security concerns, it is crucial to verify and authenticate users. Live agents use knowledge-based authentication to ask callers some questions which are only known by the callers.
However, a voice bot can be even more reliable when it comes to the process. They provide more automation during the interaction with the caller, leaving no room for errors.
For example, an AI-powered voicebot can use voice recognition technology that uses algorithms to pick out the unique vocal pattern of the customer. The voice biometric technology then properly verifies the customer’s voice and allows access.
Likewise, it shares OTP details to authenticate users. Today, more and more companies are using voicebots for this purpose.
4. Payment reminder calls
Voicebot can be used to notify the user that their payment is due. The payment could be subscription renewal, loan repayment, or pending payments on orders. The call may vary from person to person depending on the amount of payment or how long the amount has been overdue.
The voicebot can also be used to explain how to repay the amount and what actions the individual needs to perform.
This solves the problem of banks and debt collectors who are fed up with spending hours dialling numbers and dealing with busy signals.
5. Feedback collection
Customer feedback is no doubt a catalyst for your business to grow. It is important to have ideas about the customer experience regarding your products and services.
So be it negative or positive feedback, you should be highly aware of what your customer thinks. It gives you a clear idea about where you can improve your products and services.
Hence voicebot plays a significant role in engaging with the customer time and again and collecting feedback. The data is then recorded and evaluated to make further changes.
Voicebot use cases: what the future holds?
Every year we see that AI is only improving. And we can expect it to boost business for years to come. And the ever-evolving ecosystem of voice search and voice assistants, we can say for sure that the Voicebots are here to stay.
In the future, we’ll see voicebots having more human-like interactions. Voicebots will be capable of understanding the speaker’s mood based on emotional signals. These components will be extensively useful to predict what users want and then provide them with relevant help.
Voicebots will eliminate inefficiencies. No matter what time zone, the voicebot helps the customers 24×7 even if the human agent is not present. Voicebot will elevate CX and reduce customer service contact rates for generic questions.
As the technology evolves, voicebot use cases will only increase to improve agent and customer experiences. Verloop.io is a leading provider of voicebot in the form of Voice AI. Talk to our experts to learn more about how you can use voice technology today.