With the advent of voicebots, companies can automate and improve their customer experience. Voicebots are AI-powered chatbots that can answer customers’ queries, take orders, provide live support, and more! Check out these top use cases that can make your call center friendlier for you and your customers!
Introduction and Background
Voicebots are Artificial Intelligence (AI) software that can recognize and respond to human speech. They are commonly used in call centers to automate customer service tasks, such as phone calls and live chats.
In this blog article, we will explore some of how voicebots can be used to make your call center more friendly and efficient. We will also look at some of the benefits of using voicebots in a call center setting.
Voicebot – Recent Statistics
Voicebot use is on the rise with companies like Google, Amazon, and Microsoft all investing in the technology. Here are some statistics that show just how popular voicebots have become:
- In 2019, there were 1.4 billion active voicebot users worldwide. This number is expected to grow to 3.5 billion by 2025.
- The top three industries for voicebot use are retail, banking, and healthcare.
- The average American spends about 4 hours per day talking to voicebots.
- About 60% of people say they would rather talk to a voicebot than a human when given the choice.
- When asked what they would most like to use a voicebot for, the top three answers were opening doors/apps, making phone calls, and setting alarms/reminders.
- The majority of voicebot users say they are satisfied with the technology.
These statistics show that voicebots are becoming increasingly popular and that people are generally satisfied with the technology. With so many potential uses, voicebots will likely continue to grow in popularity in the coming years.
Further Reading: All About Voice Bots, Voice Assistants, And IVR
Why Is Voicebot a Good Solution to Improve the Customer Experience?
Voicebot is a good solution to improve the customer experience because it can provide a more natural way for customers to interact with businesses. It can also help businesses save time and money by automating tasks that would otherwise need to be done manually. Not just that, a voicebot can help businesses keep track of customer interactions and improve their customer service.
Voicebot Use Cases to Improve Call Center Experience
Voicebots can be used in call centers to improve the customer experience in several ways. If you manage a call center, you know that delivering great customer service is essential to success. And one of the best ways to improve the customer experience is to use voicebots.
Here are some specific use cases for voicebots in call centers:
#1 Taking Customer Orders
Voicebots can be used to take customer orders over the phone. This can free up your agents to handle other tasks, and it can help reduce mistakes. Also, this will give your customers an easy way to order and they don’t have to wait for a manual response for a long time.
#2 Answering Questions
Voicebots can be used to answer common questions from customers. This can help reduce the number of calls that need to be handled by human agents. Also, through this, one of the most common use cases for voicebots is handling simple customer queries such as account balance inquiries, product information requests, or directions to a company’s physical locations. This frees up human agents to handle more complex tasks, resulting in shorter wait times and improved customer satisfaction.
#3 Providing Support
Voicebots can be used to provide after-hours support to customers who are having problems with your product or service. This could include answering questions about products or services, troubleshooting technical issues, or providing support for billing or account issues. This helps to improve the customer experience by ensuring that there is always someone available to help, even outside of normal business hours. Also, this can help reduce the number of calls that need to be handled by human agents.
#4 Handling Complaints
Voicebots can be used to handle customer complaints. Also, they can be used to gather customer feedback through surveys or polls. This information can then be used to improve the call center experience or the company’s products and services. Thereby you can help reduce the number of calls that need to be attended by human agents.
#5 Upselling and Cross-Selling
Voicebots can be used to upsell and cross-sell products and services to customers. Using NLP and ML (machine learning) technology, voice bots analyze user intent and recommend appropriate products to them. The experience is highly tailored and has a greater conversion rate since the instances are highly customized and based on the product the user has purchased, their previous purchasing experience, and the renewal date for subscription-type services. This can help increase sales and revenue for your company.
#6 Scheduling Appointments
Voicebots can be used to schedule appointments with customers. To address the challenge of limited time vs. excellent service, voicebots can take over appointment scheduling from healthcare workers. Patients may utilize a speech bot to arrange appointments quickly, while professionals are relieved of the additional effort. This can help reduce the number of calls that need to be handled by the agents.
#7 Personalized Recommendations
Another way voicebots can be used to improve the call center experience is by providing personalized recommendations to customers based on their previous interactions. For example, if a customer frequently asks for recommendations on restaurants, the voicebot could provide a list of nearby restaurants that match the customer’s preferences. This not only saves the customer time but also makes them feel valued and remembered by the company.
#8 Administrative Tasks
Voicebots can also be used to handle administrative tasks such as scheduling appointments or placing orders. This again frees up human agents to focus on more important tasks and provides a better overall experience for the customer.
Further Reading: Top 11 VoIP Service Providers In India
How Can You Integrate It?
If you’re looking to add a voicebot to your call center, there are a few things you need to consider first.
- How can you integrate it?
- What will it be used for?
- And how will it impact your customers and employees?
In order to answer these questions, you need to understand what a voicebot is and how it works. There are several ways you can integrate a voicebot into your call center.
#1 The most common way is to use it as a replacement for a human agent. This can be done by setting up the voicebot to handle simple tasks such as taking orders or answering basic questions. More complex tasks can be handled by humans, while the voicebot handles simpler tasks. This allows your human agents to focus on more important tasks and provides a better overall experience for your customers.
#2 Another way to integrate a voicebot is to use it as an assistant for your human agents. This allows your agents to focus on their conversations with customers while the voice.
What Are the Benefits of Using Voicebot in Your Call Center?
Voicebot can help your call center experience in many ways. It can automate tasks such as customer service, appointment scheduling, and even sales. Some of the other notable benefits of using voicebot in your call center include,
- Automating Tasks
Voicebot can help you automate tasks such as customer service, appointment scheduling, and even sales. It can free up your employees to provide a higher level of service.
- Keeping Track of Customer Interactions
Voicebot can help you keep track of your customers’ interactions with your company. This can help you identify areas where you need to improve your service.
- Improving Customer Satisfaction
By automating tasks and keeping track of customer interactions, voicebot can help you improve customer satisfaction.
- Reducing Costs
Voicebot can help you reduce costs by automating tasks and keeping track of customer interactions.
How Do Voicebots Help in Customer Service and Enhance Customer Experience?
Voicebots are computer programs that can understand and respond to human speech. They are increasingly being used in customer service and support, as they can help reduce the time customers spend on hold and can provide a more natural way to interact with customer service representatives.
Here are some other ways it is helping enhance user experience,
#1 Voicebots can help handle simple customer service inquiries, such as providing information about product availability or checking an account balance. They can also be used to route calls to the appropriate department or agent, or to schedule appointments.
#2 Also, to reduce wait times and increase efficiency, voicebots can also enhance the customer experience by providing a more personal interaction. They can remember details about previous interactions and use them to provide a more personalized experience.
For example, if a customer calls about a problem with their order, the voicebot can pull up the order history and offer suggestions for how to resolve the issue.
In this article, we have looked at how voicebots can be used to make your call center friendly. We have seen that there are many benefits to using voicebots in a call center, including the ability to handle multiple calls at once, the ability to understand natural language queries, and the ability to provide a human-like experience.
Voicebot or virtual customer assistants are gaining popularity in the customer service industry and are likely to become an integral part of most call centers in the near future. Voicebots are still in their infancy, but as they continue to develop, we believe that they will become an even more integral part of the customer service experience.
Do you intend to automate your business calls? Then chat with FreJun’s experts to learn more about how you can use voice technology today!