Two powerful factors are combining in today?s environment to drastically alter how brands interact with their audiences in the future. Brands have been concentrating on optimising websites for mobile for the past decade in order to stay relevant and provide seamless customer experiences. As the use of mobile devices grows, companies are building mobile apps that reduce engagement from a multi-step process to a single voice query, optimising the user experience and increasing engagement.
Voice Bots- The convenient way to enhance CX and Engagement
The voice-first era is gaining traction, and voice assistants have gone from a nice-to-have to a must-have for businesses. With 40% of consumers using mobile voice search at least once a day and 52% of smartphone owners in the United States using voice assistants, enterprises looking to retain customers and enhance engagement are increasingly voice-enabling their mobile apps.
Saves time: Every web surfer aspires to avoid the waiting process. By incorporating an automated IVR or Voice Bot into your customer service staff, you can establish an AI-driven contact center that drastically reduces the time it takes to reply to enquiries. In fact, a conversational AI platform can hold a precise and real-time dialogue with clients while having no effect on the topic.
Personalization: Voice bots can comprehend the context of a certain search query. Hyper-personalization at scale for each individual client is possible thanks to a wide range of data points such as time of day, previous searches, locations, browsing history, and so on. With this when you enable automated IVR, you get to share relevant and useful information with your customers and provide a unique and connected experience to them.
24*7 Assistance: When it comes to providing a positive customer experience, the brand must be available when the customer needs it most. For instance, if a customer has a question about their package delivery status at 11 p.m., the absence of live agent should not impact the customer experience. A sophisticated voice bot is a great customer interaction tool in these circumstances because it can provide customers with real-time responses to their questions around-the-clock, enhancing the credibility of brands.
Better reach with Omnichannel approach: With omnichannel conversational AI, you can create a system where you?re available on your consumer?s chosen channels at the exact moment they need to be heard and respond to their query in a language they understand thanks to multilingual support. With this approach, a Voice bot can help you cater to a broader audience of digital and physical shop customers while providing a consistent user experience.
The Voice AI solution is a fantastic tool that understands and reacts to user problems in a variety of languages. It responds to questions in a manner that resembles human dialogue. In nutshell, Voice technology is here to stay and help brands improve their engagement rate. Many experts feel that AI-powered voice assistants are the way of the future for business-to-customer interactions and, as a result, should be a significant part of every company?s communication strategy. Today the number of voice assistants is predicted to increase by 8 billion units by 2023.
– The author is CEO, Route Mobile