Customer Service in the Voice Age Customer engagement, brand loyalty, and customer retention are all rewards for having outstanding customer service. With long waiting times, waiting on hold is a customer’s worst nightmare.
In this age, technology is being used to improve their customer experience. From cutting down wait time to understanding a caller’s intent better, voice is bettering a customer’s journey. Being customer-centric is essential for any company. So how can voice bring your customer service to the top?
Amazon Chat Bots
Last year, Amazon delivered Amazon Chat Bots. Amazon’s Lex allows companies to create intelligent conversational chatbots. These chatbots are able to recognize human speech and can understand the caller’s intent - thus, minimizing the need to speak in specific phrases. Without even talking with an agent, a caller can change their password, request a balance on an account, and even schedule an appointment through these chatbots.
Maximizing Voice in Customer Service
Now, speech recognition software is used in call centers to handle incoming customer calls. Instead of pushing a button to answer a question, the customer interacts with the system by speaking instead. With speech recognition software, companies can route callers to many different services during a call based on answers.
Now with AI technology, companies are using AI voice services through:
Automating call types and chats, meaning routing to order status, payment, reservations, and return services easier
Gathering data before talking to a live agent
Conducting outbound calls and texts to remind or alert customers.
Voice will significantly cut down those pesky wait call lines and improve customer morale. Contact us to learn how you can integrate voice into your customer service.
Sources:
https://aws.amazon.com/chatbots-in-call-centers/
https://searchcrm.techtarget.com/report/Leveraging-speech-recognition-technology-in-call-centers
Photo Source: https://www.getcontactnumber.com/computer-hardware/echo-alexa-customer-service/