But with all the technology we have available today, are your services as efficient as they could be?
Technologies such as voice bots are here not only to relieve the pressure on the call center by taking on the most common demands, but also to help human agents deal with more complex demands assertively, offering important information, cross-referencing data and finding solutions.
Want to understand better? Then keep reading!
WHAT IS A VOICE BOT?
Voice Bot is a tool that uses automatic human speech recognition, text-to-speech transformation and Artificial Intelligence (AI) resources to maintain real-time conversations with customers seeking assistance via telephone from a given company.
The voice bot is programmed with pre-defined responses, however, depending on the level of its AI, it will react to the customer's questions and answers in a personalized (humanized) and effective way, and spain whatsapp data may even access data from the company's system to resolve demands.
HOW CAN VOICE BOTS INCREASE EFFICIENCY IN SERVICE?
The pandemic has accelerated technological development and changed the way we interact with people and companies. We spend more time in front of screens and continue to build relationships through them. So, what was expected happened: bots became popular.
How many times have you resolved a demand directly with a robot?
Request a duplicate bill? Purchase an internet package?
We’ve all done it at some point. And most of the time, the experience was good — just not having to go through the stress of waiting in line to get help improved the experience by 200%.
Bots have gotten better and smarter as we use them and as technology has advanced. They are here to stay.
But serving us isn't the only thing they can do. Not at all.
See, even though bots can resolve some demands directly with us, sometimes they can't handle it. At this point, it's common for the bot to direct the service to a human, but, contrary to what many people think, they don't have to abandon the service from that point on. Bots can use their artificial intelligence to help the human attendant resolve the customer's demand more quickly, pulling customer data from the database, showing attempts already made, searching for valuable information in the company's database, issuing reports... There are many possibilities — and they all depend on the level of sophistication of the bots' artificial intelligence and the company's system as a whole. Does your company's system have an intelligent Dashboard? Are your bots integrated with this dashboard ?
This will be the biggest challenge for companies in the near future: structuring a more intelligent customer service system connected to bots and implementing truly intelligent bots so that they can make the maximum contribution to problem-solving. Those who see the existence of this demand and run after it to meet it will come out ahead in the market.