The technological advancements today have taken up a high speed. It affects our lives and has given a totally different shape. Based on that the customer today has also become very demanding and wants quick and personalized service. To provide the best customer service, companies today are adopting this so that they can be at the top.
If we consider the use of voice bots, 47% of the people already use voice search devices at least once a day. As voice recognition technology continues to improve in accuracy, and services continue to be added, more consumers will shift to voice engagement.
Accenture’s Digital Consumer Survey in 2017 included 26,000 people from 26 countries. The survey found that 46% of US consumers are using “voice-enabled digital assistants”. These numbers were even higher in India and China — 55%.
What is a voice bot?
Voice-activated chatbots are the ones who can interact and communicate through voice. They are capable of accepting the command in an oral or written form and reply through voice. This can be further categorized into two types – one which response via text and voice together and the other which response via voice only. The popular examples of voice-enabled chatbots are the Amazon Echo and Google Home.
A voice-based chatbot uses pre-recorded and text to speech responses to address the queries of the users. Projects like Siri, Cortana and Alexa demonstrate part of the vanguard of voice bot technologies. For the best example of Voice Assistant, check out AI Timey here.
Voice over chatbot:
Human conversations need substantial voice support to take major business decisions. Voice recognition chatbot offers new opportunities for personalization and intimate engagement for companies where such technology does a lot more than the traditional approach. The two-way chat happening between human and a robot is way too profound and eliminates many obstacles faced while dealing with customer requirements.
Dealing with voice-activated chatbots is much more practical for people who are multitasking as well as have accessibility to a speaker. In such a scenario, a voice chatbot is more ideal in comparison to a text-based chatbot.
Unlike pure text-based chat solutions where the presence of a supporting device is must, intelligent voice chat robots do not latch on any special hardware devices. It simply gets rid of the physical means of interactions and costly customer engagement barriers.
Benefits of using a voice bot on
Today the consumers have been using voice assistants in almost all their daily activities like from playing music to shopping for everything. Using the voice-enabled apps have become more convenient, accessible and simpler for the consumers. For those who cannot read or have trouble in navigating to the great number of navigation menu options of the app or website, the ability to speak and find the solution has made lives simpler.
Voice technology has also impacted the lives of the people who live in isolation and has now become a part of their lives. With its extraordinary properties, it has the ability to reach to the masses. Because of the distinct advantages of voice over chatbots, the voice interface helps in empowering a more intuitive and engaging experience. It also takes lesser time and effort compared to text. Check out AI Timey case study here.
Pause and listen to capability:
Voice bots have the capability of listening while speaking. If the customer interrupts the bot in the mid-sentence it will pause, listen and understand what the customer wants to say. Based on that it will give a customized response. This ability of a voice bot makes it different from the text chatbot. This also makes the customer more satisfied as his voice is heard.
The voice bot starts processing the speech as soon as the users start speaking. Along with this, it starts preparing the responses as well. This helps the bot to give an instant response to the customer as soon as he stops speaking. This helps in fast real-time processing and reducing unnatural gaps and pauses.
Voice bots can recognize the intent of the customer and it is trained to understand the differences. This helps the customer speak naturally without being mechanical. Check out the video here for better understanding.
Speech helps in organizing various aspects of the customers’ life with reminders, appointment bookings, tickets etc. All this is done with a human-like interaction. This leaves less room for human errors and increases the overall efficiency.
Reduce customer confusion:
Voice bots can help in reducing the confusion which is
caused by the usage of highly technical terms and jargons. The process can be
simplified by explaining the complex terms and taking the customers through a
step by step journey.
Managing employee help desk:
Voice bots help in creating virtual IT helpdesks for the employees. They help in guiding the users verbally for their IT requests such as changing passwords etc. all this can be done easily without any human intervention. Bots can learn through experiences and help genuine users to access information and systems.
Scale up your operations:
Live agents can handle only 2 to 3 conversations at a time whereas, voice bots have a capability to operate without any upper limit. This will also help in entering the new markets. Every year, around 265 billion customer support requests are made and it costs businesses whopping $1.3 trillion to service them. These costs can significantly be reduced with the help of AI bots.
As per a report, implementing the bot technology can help a business to save up to 30% of their cost. It helps in giving support and handling repetitive queries resulting in the best customer service. Voice bots have the capability to deal with 90% of all customer inquiries within 5 years. This means that by 2022, it’s expected that they will cut business costs by $8 billion.
Apart from the speedy service, these bots are available for the customers 24/7. Some businesses may be physically open but they cannot provide that much which the bots can provide. Businesses using such technology can remain available in one form to all potential customers all day long.
Voice-enabled bots prevent you from having to access different systems for different information. They can be easily integrated with all the existing databases, systems and applications and you can have all the data on the go.
Voice is a more natural way of functioning for humans than texting etc. This shift provides a natural and seamless flow to work processes giving more mobility to employees. With the help of these employees will be able to access information and communicate in an integrated manner. It is expected that by the year 2020, 50% of searches will be voice-based. If that is where customers are heading, companies need to be on that platform as well.