The industry will see the applications evolve in the next two to three years- with a number of technological improvements and innovations. The state of the art is already excellent; what is lacking are applications. As more individuals learn how to use voice technology and grasp what it can and should do to deflect contact center traffic while maintaining customer satisfaction, there will be significant changes in the coming years.
The pandemic has raised the question of how businesses can quickly and successfully give exceptional customer service at scale. This does not imply that humans should be eliminated from the equation, but rather that voice technology can be used to enhance the services that people give in order to improve customer service efficiency. It entails utilizing voice technology to fully comprehend the customer service challenges that the company is dealing with, as well as using the technology to promote efficiency throughout the enterprise for the benefit of its end users.
But how can voice technology improve the customer experience, increase the efficiency of the business, and, most significantly, how can companies use this technology to strengthen brand loyalty and secure customer retention in the future?
Excellent customer experience is key in a post-pandemic world
Customers consider customer experience to be a critical aspect in their purchasing decisions. This is so important that even if consumers adore a brand or product, if they have had multiple unpleasant experiences, they may look for an alternative. In a post-pandemic world, customer experience will undoubtedly become an even more crucial element for consumers when deciding which businesses or brands to support.
In terms of customer service, there has always been evidence of customers hanging up before their inquiry has been resolved satisfactorily, implying that the demand for operational efficiency within that section of the industry has always existed. The difference now is that technology that can genuinely drive value is available.
New challenges necessitate new solutions
Voice AI is a whole different approach. It takes advantage of cloud processing power and machine learning developments, as well as the capacity to analyze data to find and understand the most common use cases so that customer pain points can be addressed. It makes sense to employ innovative tech to solve these problems. Hearing assistance, particularly the empathy put into the voice narrative, is very highly received.
Many businesses fail to examine their incoming data because they lack the necessary tools or skill sets to make sense of it. As a result, they become too reactive. When they receive a large number of calls, for example, they divert people to answer them. They do not, however, take a step back to consider why individuals are phoning in and what they are talking about. They don’t consider different call or chat resolution alternatives or how those interactions can be leveraged to drive automation. Businesses will not be able to automate until they understand what their consumers are calling about and have actual data points to back it up.
There are various examples of self-service tasks that are effectively delivered employing voice technology and multi-modal formats. However, some calls cause callers to become frustrated and require escalation to a human for resolution, and an automated approach for this escalation is ideal for both parties.
However, when a human agent is necessary, it is critical to provide as much context as possible, as this improves the efficiency of the conversation between the end user and the human agent. It simply gives businesses a better understanding of why customers are calling, and the agent can instantly get to work on call resolution at a granular level, using the structured annotated data that flows straight into the contact center. As a result, the more organizations can capture that context and embed it in support tickets that are routed to a human agent, the more crucial data they are delivering to companies looking to improve their contact centers’ efficiency.
Without a doubt, there will be tasks that require human support in the future. However, employing analytics, Voice technology, and all the other available capabilities can bring value to the human agent.
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