Voice AI for customer relationship management
Voice technologies are at the heart of the rise of voice assistants among the general public. These have completely nestled into our daily lives. So, what lessons can companies take from this to improve customer relations, where voice is still largely preferred? Given the benefits, as well as the confidentiality, quality, and scalability requirements inherent in this mode, companies have every interest in quickly regaining control over voice as a strategic asset! Let's discover together why.
Voice AI, Proven Efficiency
The digital era has sparked significant changes in usage, and the advent of voicebots and callbots is a fine example of this. Thus, according to a HADOPI CSA study, 46% of French internet users have already used a voice assistant.
Indeed, thanks to rapid advancements in the field of speech and voice recognition and analysis, voice AI is asserting itself in an ever-growing variety of application areas. Not only is it faster, but it also provides greater flexibility and satisfaction. It's clear: digital transformation brings great challenges for companies of all sizes and across all sectors! Moreover, the historical and undeniable importance of voice represents a major opportunity for voice AI in improving customer relations, and the global Covid-19 pandemic has only reinforced its significance.
From DTMF Systems to Natural Language IVR
Voice AI primarily allows for a reimagining of traditional Interactive Voice Response (IVR), with far superior language capabilities and scalability, having a significant impact on the degree of information gathering, automation, and reception efficiency. Whether in the form of 'Natural Language IVR' known as 'next-generation IVR', callbots, or voice assistants, voice AI sweeps away the seams of traditional voice receptions that force us to (re)listen to numbered options that do not concern us. Indeed, callers tend to hang up as soon as the situation becomes complex or too lengthy, or they try to shortcut the predefined path to access a competent agent more quickly.
Integrating Voice AI into Corporate Strategy as a Strategic Asset
Companies have the opportunity to leverage current advancements in voice AI to radically transform how they interact with their customers and develop their customer knowledge. Leveraging voice artificial intelligence for customer relations is an obvious choice that is increasingly settling into our habits. Because yes, the fundamental challenge of voice assistants is indeed present in customer relations: it is about qualifying and responding quickly and simply to the caller's request.
On February 17, 2022, during a dedicated webinar, with Ariane Nabeth Halber, Director of the AI Pole at ViaDialog, she explained how AI is asserting itself in contact centers and how it participates in transforming your contact center into a true lever for enhancing your customer relations.
