In today's post, you will discover how improving voicebots impacts user experience and why you should invest in a good virtual assistant for your company!
WHAT IS A VOICEBOT?
Voicebot is a tool that uses automatic human speech recognition, text-to-speech transformation and Artificial Intelligence (AI) capabilities to maintain real-time conversations with customers seeking assistance via telephone from a given company.
The voice bot is programmed with pre-defined responses, however, depending on the level of its AI, it will react to the customer's questions and answers in a personalized (humanized) and effective way, and may even access data from the company's system to resolve the demands posed by the consumer.
WHY IS IT SO IMPORTANT TO OFFER CUSTOMER SERVICE THROUGH VOICEBOTS?
Before we talk about the role of voicebots, let's spain whatsapp data reflect a little on the importance of bots in general. If we were to rely only on human operators, it would never be possible to serve hundreds of thousands of people at the same time, as is the case with bots. Bots offer immediate service 24/7, reduce queues and can resolve demands from the simplest to the most complex (depending on the level of sophistication of the robot and the company's system), and can operate in a wide range of segments, from retail to healthcare. Bots are no longer a luxury or a differentiator; they are a necessity, being used in both the public and private sectors.
Bots can respond in two languages: text and voice, with voicebots being the ones that work with voice. Since we live in a highly digitalized world, we can sometimes tend to think that everyone is already part of this digitalization; which is a mistake, because we end up forgetting one detail: more than 50% of the Brazilian population lacks basic access to education, that is, there are thousands — millions! — of people who do not know how to communicate well through text. And these people could be your customers. In addition to people who did not have access to education, we also have a portion of the population that has not embraced technology, such as a large portion of the elderly, who end up using the telephone only for its primary function: making and receiving calls. They could also be your customers. And you must be ready to serve all audiences.
THE BEST USER EXPERIENCE: SUCCESSFUL SERVICE WITH VOICEBOTS.
User experience should be a priority for all entrepreneurs who want their businesses to thrive, because if you can't retain customers, you won't be able to attract new ones for much longer. And voicebots are excellent at making the customer experience memorable.
You see, there are dozens of advantages to offering immediate 24/7 customer service, some of which are that customers can ask questions and make requests at any time of the day, even outside business hours, and all this without having to wait in line, since the service is immediate.