{"id":23088,"date":"2022-04-15T14:20:20","date_gmt":"2022-04-15T12:20:20","guid":{"rendered":"https:\/\/pat.eu\/?p=23088"},"modified":"2022-08-02T16:55:06","modified_gmt":"2022-08-02T14:55:06","slug":"speech-bot-and-customer-service-automatic-conversational-cx","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/","title":{"rendered":"Speech Bot and Customer Service: automatic conversational CX"},"content":{"rendered":"
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Automate and optimize the Customer Service<\/strong> thanks to a Speech Bot<\/strong> is now a reality.<\/p>\n

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<\/strong>.<\/p>\n

Customer Service is constantly evolving<\/strong> 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.<\/p>\n

We talked about it in our dedicated webinar<\/strong><\/a>:<\/p>\n

\"\"<\/a><\/p>\n

What are Speech Bots for Customer Service?<\/h2>\n

Bots are technologies increasingly used in customer support, in order to reduce the timing of contact<\/strong> by the customer and also in the supply of answers.<\/p>\n

Until recently, bots were mainly text-based, while today it can be seen that Voicebot are also increasing, on a phone basis.<\/p>\n

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.<\/em><\/p>\n

In the Customer Service area, with Speech Bots the opportunities of the chatbot<\/a><\/strong> are extended, providing a type of 24\/7 assistance<\/strong> using voice interaction<\/strong>. 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.<\/p>\n

The Speech Bot for Customer Service understands the request and returns a timely and effective interaction<\/strong> very similar to that which can take place with a human operator.<\/p>\n

Speech Bot in Customer Service, what are the advantages?<\/h2>\n

The benefits of using a conversational Speech Bot<\/strong> are many and listed below:<\/p>\n

- Speed<\/strong>: people are more likely to make a voice request rather than typing commands or text.<\/p>\n

- Reduced waiting times<\/strong>: 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.<\/p>\n

- Better use of human resources<\/strong>: operators, if supported by a virtual assistant, can be employed in more productive and strategic activities.<\/p>\n

- Satisfaction<\/strong>: for those who manage the Customer Service or the Contact Center, this means offering greater automation and better Customer Experience.<\/p>\n

According to Chatbots Magazine<\/a><\/p>\n

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Businesses can reduce costs charged to the service by at least 30% by using conversational bots.<\/p>\n<\/blockquote>\n

The areas of use of Speech Bots for Customer Service are varied and increasingly adopted by banking, insurance, health care or other industrial sectors.<\/p>\n

As reported in Capgemini<\/a>'s Conversational Interfaces report, Speech Bots can respond to users or customers to:<\/p>\n

\u2022 General information<\/strong> on products and services
\n\u2022 Make complaints<\/strong>
\n\u2022 Update information<\/strong> (eg address information, telephone number or contractual information)
\n\u2022 Provide assistance<\/strong> and support<\/strong> for users or customers
\n\u2022 Provide additional services<\/strong> and manage cross-sell<\/strong> and up-sell<\/strong> opportunities<\/p>\n

How Pat's Speech Bot for Customer Service works<\/h3>\n

The artificial intelligence<\/strong> that is the basis of Pat's conversational bot is able to understand natural language<\/strong>.<\/p>\n

By hooking on to the words and terms used by the user making the call, the Speech Bot will provide relevant answers<\/strong> and start a coherent conversation<\/strong>, 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.<\/p>\n

Thanks to AI-based algorithms, Machine Learning<\/strong> technologies and the semantic engine<\/strong>, Pat's Speech Bot is able to:<\/p>\n

\u2022 Pick up the call, understand<\/strong> and undertake<\/strong> requests
\n\u2022 Provide consistent answers<\/strong>
\n\u2022 Guide the customer to the resolution<\/strong>, also providing useful information (eg: links to sites, forms to fill out online)
\n\u2022 Proactively check<\/strong> for other needs
\n\u2022 Broadcast the conversation<\/strong> to external systems or to a human operator, if needed<\/p>\n

Cx Studio<\/a>, Pat's multichannel interaction framework, is a powerful workspace where it is possible to create a real conversational experience<\/strong>, supporting the assistance service operators with virtual assistants who can provide first support to the customer online.<\/p>\n

You can learn more by reviewing our webinar<\/a>.<\/strong><\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

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 […]<\/p>\n","protected":false},"author":798165,"featured_media":21722,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[130],"tags":[446,448,515],"yoast_head":"\nSpeech Bot and Customer Service: automatic conversational CX - Pat<\/title>\n<meta name=\"description\" content=\"Discover Pat's Speech Bot for Customer Service and create a real conversational experience for timely and effective interaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Speech Bot and Customer Service: automatic conversational CX\" \/>\n<meta property=\"og:description\" content=\"Discover Pat's Speech Bot for Customer Service and create a real conversational experience for timely and effective interaction.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/\" \/>\n<meta property=\"og:site_name\" content=\"Pat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/patsrl\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-04-15T12:20:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-08-02T14:55:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/04\/Articolo-Blog-Speech-Bot-e-Customer-Service.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Stefania Bosa\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Speech Bot and Customer Service: automatic conversational CX\" \/>\n<meta name=\"twitter:description\" content=\"Discover Pat's Speech Bot for Customer Service and create a real conversational experience for timely and effective interaction.\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/2022\/04\/Articolo-Blog-Speech-Bot-e-Customer-Service.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@patgroup\" \/>\n<meta name=\"twitter:site\" content=\"@patgroup\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Stefania Bosa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/\"},\"author\":{\"name\":\"Stefania Bosa\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/b0a6da693a086aee4f5284507b023e13\"},\"headline\":\"Speech Bot and Customer Service: automatic conversational CX\",\"datePublished\":\"2022-04-15T12:20:20+00:00\",\"dateModified\":\"2022-08-02T14:55:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/\"},\"wordCount\":694,\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"keywords\":[\"Customer Experience\",\"Customer Service\",\"Virtual Customer Assistant\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/\",\"url\":\"https:\/\/pat.eu\/en\/2022\/speech-bot-and-customer-service-automatic-conversational-cx\/\",\"name\":\"Speech Bot and Customer Service: automatic conversational CX - 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