Advanced Virtual Assistants have far-reaching implications for global brands, opening up new avenues for hyper-personalized engagements with a much larger consumer base.
In a digital-first world, where customer expectations continue to rise, more and more companies are turning to automation to scale their teams with technology. Artificial intelligence (AI) capabilities make adopting AI applications easy and cost-effective. One such capability gaining enormous traction is an intelligent virtual assistant.
An increasing number of companies are using chat- or voice bots to provide customer service. At best, they may answer frequently asked questions, complete basic transactions, or, after a lengthy back-and-forth, connect you with a person who can provide substantial assistance. Often, frustrated customers leave the website or hang up the phone.
If chat- and voice bots are to survive, they must significantly improve their performance. This is where Advanced Virtual Assistants, also known as “Dynamic AI agents,” come into play.
Why enterprises use bots
One of the numerous reasons businesses employ bots is their economical use. Then there are customer factors to consider. Today’s consumers are connected via a variety of channels — web, apps, social media, etc. — and expect to be able to contact businesses on demand.
Also Read: Digital-First Customer Experience – Three Challenges Enterprises Face
Consumers dislike the current interactive voice response (IVR) technology. In the modern, interconnected world, traditional customer service is inefficient, does not recognize consumers’ preferred communication channels, and is ultimately not very helpful.
Sufficiently sophisticated bots could go a long way toward rectifying these deficiencies by eliminating wait times and streamlining transactions. Advanced Virtual Assistant could go even further, enhancing every aspect of the customer experience from beginning to end.
Advanced Virtual Assistants for marketing
Advanced Virtual Assistants, which are powered by a combination of NLP, semantic, and deep learning techniques, have far-reaching implications for global brands, opening up new avenues for hyper-personalized engagements with a much larger consumer base. The brands will have a competitive advantage if they can accommodate the diverse communication preferences of international customers, regardless of the channel or language they prefer. Advances in voice technology will allow those who are not proficient typists or readers to keep up with the rest of the world as internet adoption continues to grow.
The ultimate objective is for Advanced Virtual Assistants to be able to perform cognitive tasks that are currently reserved for human sales and support personnel.
Fostering Advanced Virtual Assistants for Customer Experience Transformation
During the pandemic, when stores closed, and consumers shifted to online shopping, this hybrid strategy became an asset for many businesses. Several large businesses were quick to adopt messaging channels, and some companies have discovered an additional advantage of incorporating a messaging channel. In addition, brands are utilizing these assistants on tracks such as Instagram to effectively re-engage with visitors who did not convert after visiting their website. Brands are also leveraging Advanced Virtual Assistants to generate and convert relevant leads via surveys, quizzes, and polls. In addition, they gathered much more helpful information about their customers’ interests to serve them better.
This information is the key to enhancing the customer experience. All those billions of traditional customer support calls that result in dissatisfied customers are not digital and are therefore not particularly useful for refining the offered support. However, with advanced virtual assistants, every interaction is an opportunity to learn. A continuous feedback loop of testing and refining will steadily result in an exponentially smoother customer experience, even if the Dynamic AI agent is occasionally required to provide empathetic responses.
Also Read: Four Key Customer Experience Secrets for the Cloud Age
How Advanced Virtual Assistants can be the next CX frontier
Advanced Virtual Assistants are poised to revolutionize the customer experience as they become an essential component of conducting business in the connected era. They will scale next-generation hyper-personalized engagements with customers across channels and modes. The brands that can utilize it to provide a frictionless customer experience will emerge victorious. To achieve this, brands must deploy Advanced Virtual Assistants across all customer-facing functions to initiate the learning process. It is essential not only to train these assistants to guide the customer correctly but also to give them a friendly, dynamic voice that is not merely a robotic imitation. Customers will have a seamless experience when interacting with brands, resulting in a win for both the customers and the business as a whole.
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