IVR with Conversational AI
Automated interactions that feel like natural conversations.
Your customers’ expectations have changed!
As a business owner (and a consumer), you understand how our relationship with technology has changed. From the moment we open our eyes until the minute our heads hit the pillow, we are now glued to our smart devices, and we increasingly interact with them through voice. We’ve become accustomed to speaking to our smartphones and smart speakers in a natural and conversational manner. We’ve also come to expect them to understand us with great accuracy and help us navigate the complexities of our day. Adoption of smart devices is staggering. Already, almost half of US households own a smart speaker. According to a recent study, nearly 700 million personal assistants will be enabled in vehicles by 2024. As consumers have become accustomed to getting help from their personal virtual assistants, they now increasingly prefer to have self-service options when contacting a business. In “The State of Voice Assistants” report by Adobe, a shocking 98% of those surveyed said they would prefer not to have to interact directly with a person. According to industry analyst Donna Fluss. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well.” Despite this swell in customer preference for self-service solutions, few businesses have been able to deliver the type of self-service that consumers are asking for. That’s because the systems they use to offer self-service are often based on older technology that doesn’t support the latest advances in speech recognition and natural language processing (NLP).
How can this help my business?
Multilingual Virtual Agents
Virtual agents support more than 120 languages and multiple underlying core speech engines. They offer Text-to-Speech in 17 languages and hundreds of voices.
Popular Conversational AI Use Cases
Organizations spanning many industries, including government, health care, retail, hospitality, banking and insurance, use Intelligent Virtual Agents to automate a wide range of tasks. Typically, these organizations benefit from cost savings, improved customer experience and compliance with industry standards like PCI-DSS and HIPAA. Virtual agents automate so many tasks that it’s impossible to list them all. But some of the most popular use cases include:
NATURAL LANGUAGE CALL STEERING
Virtual agents can steer calls to the correct person or department (“Please tell me who you’d like to reach”). Calls can be routed quickly and easily without requiring the caller to wait for a receptionist. Retailers often use natural language to connect callers to the right store or department. Callers can ask for things such as, “I’m trying to reach the store closest to me,” or “Connect me to the store near the intersection of Main Street and Third Avenue”.
Let’s face it, no one likes to wait in line. If only we could hire a “waiter” to do our waiting for us. Advanced IVR offers just that. While on hold, your customers may select a personal “waiter” to stand in queue for them. When the agent becomes available, an automated call is placed back to the customer to resolve their issue. The caller can even tell the virtual agent what their request is about and have that information sent to the live agent so that they’ll fully prepared when calling the customer back. This means less time on hold for your customer, lower call abandonment, and improved customer experience. FAQs Free your staff from having to answer frequently asked questions and let them focus on solving complicated problems or on generating revenue. Virtual agents have the skills to speak to your customers and provide useful information like store hours, directions, service descriptions, and more. When the caller needs help from a person, the call is transferred along with a transcript of the virtual agent conversation.
Virtual agents can schedule appointments and send reminders. This improves the service experience by allowing customers to book appointments at any time of the day or evening. It also lowers your cost to serve by reducing the need for more front office staff.
PCI-COMPLIANT PAYMENT PROCESSING
Virtual agents are often used to process payments for all kinds of services. By automating payment processing, businesses save money while ensuring that payment processing complies with PCI-DSS regulations.
Hotel chains can let travelers get hotel information or ask to be connected to a property – all through virtual agents. Many hotel chains are also putting virtual agents to work as concierges that answer questions and fulfill requests like “I need more towels” or “Can I get a wakeup call?”.
Want to learn more about how Advanced IVR with Conversational AI can help you improve customer service and support? Call us.