Voice Technology Transforms Customer Journey Management Beyond Expectation

    Voice Technology Transforms Customer Journey Management Beyond Expectation (2)

    Enriching customer journey and experience have turned out to be the main driver defining the brand image and reputation of enterprises.

    The company’s brand name is becoming largely dependent on compelling experiences, services, and values rather than pricing and product. But now it’s like more of those experiences, services, and values will be consumed and communicated through conversations – augmented with AI – delivered in natural languages using the ever-increasing number of channels and devices.

    Until a year ago, there were not many visible signals from enterprise vendors in the CRM space regarding voice-first initiatives going up on the priority list of product roadmaps –  but this has surely changed this year. With remote working becoming the new normal, serious developments for voice-based conversations have come in from various angles and perspectives.

    Marketers Having Conversations with their Apps

    Having a connected, multi-statement conversation with the CMS allows getting to the right piece efficiently. And one can see a future where they can feed the systems for certain requirements. As more content gets created, speaking with the marketing app, infused with AI, helps streamline the marketing process in several important ways while also enhancing conversion rates.

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    Shaping Customer Journeys using the Natural Language Signals based on Voice Interactions

    The popularity of natural language signals has increased exponentially in the current scenario. This is based on the voice interactions that are captured by various Martech tools.

    Conversation-based Interfaces to Open Data Access to Integrated Systems

    With the pandemic, people are spread out over much geography, putting in a lot of data inflow across diverse systems.  In turn, this is adding up to a lot of challenges to derive quick, complete, and usable inputs out of all the data going into systems (ERP, HCM, etc.).

    But leverage technologies like Oracle Digital Assistant right from within Microsoft Teams allows employees to use chatbots for business-specific queries to get quick answers – as the digital assistant is integrated effectively to back-office systems in the on-premise and cloud. While the start is with text-based chat, voice is eventually enabled, adding even more efficiency, usability, and intelligence to enhance the employee experience.

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    Voice forms the interface of integration, efficiency, intelligence, and humanity.  The best interface is voice as it’s natural language and is easy to use. And it’s the most desirable combination of ease of use and natural language – that most interfaces tend to lack.

    But having both is nothing less than perfection!  It makes it easy for employees to communicate with customers and makes it simpler for employees to interact with apps and devices to ensure better experiences for themselves and their customers.

    Natural language processing is going to play the most compelling role in constructing customer journeys. Marketing infused with AI is the most powerful team that is crucial to success in this technology-enabled marketing era.

    Considering AI as their trusted teammate and colleague, marketers can have conversations that could potentially drive real outcomes. At least with AI, one can be sure about the data’s trustworthiness, expecting it to only turn better with time.