Automate and optimize the Customer Service thanks to a Speech Bot is now a reality.
Customer Service and Contact Centers are important and strategic services for organizations in the public and private sectors: they determine the relationship with customers and users and represent the corporate reputation externally.
Customer Service is constantly evolving and has certainly become digital and multi-channel: from the telephone to chat, from emails to social networks, there are many ways and channels to get in touch with a company and ask for assistance.
We talked about it in our dedicated webinar:
What are Speech Bots for Customer Service?
Bots are technologies increasingly used in customer support, in order to reduce the timing of contact by the customer and also in the supply of answers.
Until recently, bots were mainly text-based, while today it can be seen that Voicebot are also increasing, on a phone basis.
Speech Bots are conversational virtual assistants, able to interact vocally with the customer, interpreting their language and processing the most suitable answers to the requests made.
In the Customer Service area, with Speech Bots the opportunities of the chatbot are extended, providing a type of 24/7 assistance using voice interaction. Therefore, the new habits of customers are supported, who already communicate with the voice assistants at home (eg Alexa and Google Assistant), to interact with digital technologies capable of understanding the voice and providing an adequate response to the request.
The Speech Bot for Customer Service understands the request and returns a timely and effective interaction very similar to that which can take place with a human operator.
Speech Bot in Customer Service, what are the advantages?
The benefits of using a conversational Speech Bot are many and listed below:
- Speed: people are more likely to make a voice request rather than typing commands or text.
- Reduced waiting times: customer service is more accessible thanks to automated virtual agents available 24/7. Smart Speech Bots can answer multiple calls at the same time without delay.
- Better use of human resources: operators, if supported by a virtual assistant, can be employed in more productive and strategic activities.
- Satisfaction: for those who manage the Customer Service or the Contact Center, this means offering greater automation and better Customer Experience.
According to Chatbots Magazine
Businesses can reduce costs charged to the service by at least 30% by using conversational bots.
The areas of use of Speech Bots for Customer Service are varied and increasingly adopted by banking, insurance, health care or other industrial sectors.
As reported in Capgemini's Conversational Interfaces report, Speech Bots can respond to users or customers to:
• General information on products and services
• Make complaints
• Update information (eg address information, telephone number or contractual information)
• Provide assistance and support for users or customers
• Provide additional services and manage cross-sell and up-sell opportunities
How Pat's Speech Bot for Customer Service works
The artificial intelligence that is the basis of Pat's conversational bot is able to understand natural language.
By hooking on to the words and terms used by the user making the call, the Speech Bot will provide relevant answers and start a coherent conversation, trying to resolve the request for assistance. In the event that the Voicebot fails to provide the correct resolution, it is possible to escalate the human operator, who would already have the history of the conversation carried out by the virtual assistant with the customer.
Thanks to AI-based algorithms, Machine Learning technologies and the semantic engine, Pat's Speech Bot is able to:
• Pick up the call, understand and undertake requests
• Provide consistent answers
• Guide the customer to the resolution, also providing useful information (eg: links to sites, forms to fill out online)
• Proactively check for other needs
• Broadcast the conversation to external systems or to a human operator, if needed
Cx Studio, Pat's multichannel interaction framework, is a powerful workspace where it is possible to create a real conversational experience, supporting the assistance service operators with virtual assistants who can provide first support to the customer online.
You can learn more by reviewing our webinar.