The fabulous power of callbots
They relieve us of repetitive tasks, automate our processes, facilitate exchanges... Callbots are the future of rich, fair and intuitive customer relations. These telephone voice assistants can be found in every sector of activity, from healthcare and tourism to banking and insurance, and they're not about to shut up! According to a study by consulting firm Accenture, global productivity is set to rise by 40% thanks toartificial intelligence by 2035.
What does the future hold forvoice AI? How does it improve the customer experience? Here's our feature on the callbot of the future!
An evolving customer experience (CX)
In Opus Research's 2021 survey, 76% of the 400 companies questioned use voice technology on a daily basis. Their common motivation? Improving the customer experience (CX). As spoken language is the fastest way to communicate, companies have naturally turned to voice assistants to automate their customer service. Indeed, this new technology offers major competitive advantages.
The callbot for analyzing customers
To improve customer service, more and more companies are focusing on collecting and analyzing customer journey data. They are quickly realizing that the ideal tool for achieving this goal is the callbot. Comments and ratings left on a website only give a partial view of a customer's opinion. Telephone calls, on the other hand, allow you to hear the intonation of their voice and the precise words used in real time. These oral conversations reveal more realistic feelings, enabling us to better understand customer expectations.
Sentiment analysis is a fast-growing area of AI, since it is now based on text and voice. Today, Zaion bots have the ability not only to process a request, but also to handle digression without affecting the process during a change of subject.
Thanks to the work of the Zaion Lab, it is now possible to detect the age range, gender, tonality or emotion of a written or spoken conversation. By analyzing this data, conversations can be adapted in real time to provide a more relevant and empathetic response.
Callbot to automate customer relations
The callbot is a voice assistant accessible by telephone at any time of day. For the user, it's a real revolution compared with the interactive voice response (IVR) system, which creates mechanical conversations such as: "If you wish to contact customer service, press 1". The callbot seeks to approach human intelligence. It is capable of understanding the requests of its interlocutors and providing a relevant oral response in natural language. It can be used to manage customer relations when a company has a high volume of calls. It also takes over instantaneously outside business hours.
Thanks to the callbot, you can easily automate the following use cases:
- Customer identification and forgotten password, re-issue documents, update contact details ;
- Consult schedules, order status, bank account balance... ;
- Report an accident, make a claim... ;
- Making an appointment ;
- Direct to the right department or contact person.
The automation enabled by callbots goes even further, as they integrate seamlessly into your IT ecosystem (CRM, telephony solution, SRC...) as well as your business tools. A way of personalizing your customer relations by relieving your advisors of low value-added requests.
Future challenges for callbot
Artificial intelligence seems a natural fit for future corporate strategies. In Opus Research's survey, 75% of respondents plan to increase their voice technology budgets over the next year. And most believe that AI will be massively adopted within the next 5 years.
Productivity gains for the company
Organizations see AI as a way to boost productivity and identify new business opportunities. According to the Opus Research survey, 71% of companies claim to have experienced a 26-50% increase in productivity thanks to callbot. On the other hand, they feel they are not using their voice AI to its full potential today, and expect to place greater emphasis on it in the future.
When it comes to the industries that are using this technology to enhance the customer experience, healthcare, call centers, banking and insurance are at the top of the list.
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