Voice Technology: Transforming Customer Interaction and Service
Posted By Remote Techs On 10-September-2024
How many times have you had your hands full and asked Siri, Alexa, your Google Assistant, or another AI to take certain actions for you (or at least remind you to do them later)? Not only do they add hands-off convenience, but they also speed up certain processes like setting reminders and timers. Voice technology is constantly improving, and here’s how your business can take advantage.
What Is Voice Technology?
These digital assistants are software that uses natural language processing to recognize human speech and their requests or queries. The technology then analyzes these conversations, following through with appropriate and accurate results. As a business owner, you can utilize this technology via speakers, iPhones, tablets, and other smart devices.
How Can You Use Voice Technology In Your Business?
Businesses use voice assistants in healthcare, education, and legal settings. For instance, these AIs provide account holders with banking options over the phone long after the establishment closes and help customers make, change, or cancel orders when no live agents are available. Doing so increases customer satisfaction while reducing overhead costs.
Below, we’ll delve into more specific ways this technology transforms customer service and interactions.
Never Miss a Call
Customer service agents receive numerous calls at once and must put most of them on hold for long periods. Some customers become upset or impatient, hanging up and refusing to do further business with you.
When business hours are over, the last thing potential customers want to hear is a generic answering machine. Voice technology answers every call the second they come in, so there’s no wait time. It also handles repetitive tasks such as ordering, scheduling, cancellations, and answering questions, so callers may never need to speak to an agent. That gives agents more time to address complex calls.
Collect Data for Better Customer Experiences
Sometimes, accurately handling customer issues means transferring them to different departments with specialists who can better assist them. When this happens, customers repeat their personal information, situations, and concerns to other agents, growing more annoyed with each interaction.
Because these AIs perform active listening and continuous speech recognition, they analyze what customers say and store personal information in real-time. The software inputs the data into the company’s system so all departments can access it if the AI transfers the call to them. The customers don’t have to repeat themselves, streamlining the process.
Hand Live Agents Calls When Necessary
AI voice software may seem perfect, but it does have its limitations. While these virtual assistants can handle redundant tasks with a clear step-by-step process, they don’t have the capabilities to tackle intricate situations that require live agents’ creativity and empathy.
So, when these cases arise, AIs hand the call over to a live agent, which builds customer trust and loyalty and enhances their experience.
Voice technology has come a long way for businesses. Whether you need to conduct a voice search or assist customers after hours, let it revolutionize your business today!