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Artificial intelligence, among many other benefits, allows contact centers to automate customer service care by implementing conversational solutions such as Voicebots or voice bots.
These virtual assistants, powered by artificial intelligence, talk to customers through speech using natural language and voice recognition. Thanks to generative AI, they understand what the customer needs and try to resolve the query or interaction in a first contact, even in unforeseen situations. But if the query becomes too complex, the voice bot has the ability to seamlessly transfer the conversation to a human agent while providing context and relevant information. This guarantees a smooth and frictionless transition and avoids customer frustration.
Integrating a voicebot into an omnichannel contact center optimizes your operations
We know that nowadays customers prefer to have a wide range of possibilities to communicate with companies, and the sooner the better. Each person has unique preferences and needs and expects to have an experience that matches these. Like this, omnichannel and instantaneity These are two key points that yes or yes must be present in a contact strategy and voicebots must align with these principles to offer a truly satisfying experience.
Voicebots become an essential element in omnichannel strategy, since they make it possible to offer an additional option for customers who prefer spoken communication. However, it is also essential that this voicebot be connected to other channels in case the user needs to change it or the process requires it. In addition, promptness is enhanced by providing care at any time, regardless of the time or day. These levels of availability, in terms of time and channels, can significantly improve the customer experience.
For companies, there are also great benefits to implementing voice bots, such as reduced management costs, improved service time indicators and a higher rate of favorable query/resolution resolutions. This is especially evident during peak demand, such as marketing campaigns or special events. Here, voicebots can absorb some of the workload, providing immediate answers and reducing pressure on the human team.
1. Management of cases that require documentation
Let's say a customer has a query that involves specific details or additional documentation, such as the monitoring university enrollment. In this scenario, the voicebot can answer the customer's first contact: guide them through the available programs, their features, modalities, prices and guide them through the enrollment process.
But what if in this process it is necessary to sign documents such as contracts and privacy notices, or to share report cards, IDs or proof of address? We definitely know that getting the customer to contact each other again by their own hand can throw off the sale or affect the user experience. With a Voicebot omnichannel can mitigate this risk. After explaining that the process by call must end, it will give the customer the option to follow the communication by email or WhatsApp to share the necessary documentation and will automatically send the corresponding message to follow the process.
2. Access to CRM and automation to improve key indicators
Un voicebot connected to a CRM can communicate in a more natural and personalized way with a customer. For example, let's think of a financial institution that provides loans and wants to contact its overdue portfolio. Its objective is to reduce the greatest amount of default and this is only possible if the customer is contacted at the right time, payment is achieved, a promise of payment is obtained and automated reminders are made.
La contact center automation provides the bot with the possibility of extracting customer information from the CRM and giving a relevant and accurate message regarding the payment. It also allows you to Type the type of call resolution: if the payment has already been made, if there is a promise of payment for today, tomorrow or on a specific date. In the case of a promise to pay, send the information to the CRM and schedule a flow of reminders via SMS, WhatsApp, email or call.
3. Technical care and resolution of complex problems
A voice bot can be a valuable tool for technical support attention. Machine learning allows this tool to memorize essential information such as frequently asked questions and basic problem solving processes and provide step-by-step instructions or common solutions.
For example, a customer experiencing difficulties with their internet service will be served by the bot, which will act as a Level 1 agent taking it hand in hand for the most common solutions. If the problems are not resolved and the intervention of a specialized technician is required, the voicebot can facilitate a direct connection with the human technical agent and share relevant details about the problem, thus speeding up the resolution process.
These three cases are just a few examples of how the combination of artificial intelligence and voice offers innovative potential that drives excellence in customer service and the operational efficiency of an omnichannel contact center.
InConcert is a leader in the design of contact and artificial intelligence solutions. Write to us to learn more about how we can help you improve the experience of your customers and agents. Together, we can create exceptional customer service that meets the needs of your business.
