Customers behaviour has changed in recent years, with greater facilities to compare products and services, even with the appearance of portals dedicated to such comparisons, and thus make the best purchase decisions. This means that factors such as quality or low prices are not so decisive in attracting or retaining customers, but rather the experience of customers and how they interact with brands prevails. For this reason, the applications of voice channels in customer service have evolved so much in recent times.
As Artificial Intelligence tools become more accurate and can engage in natural conversations, they will help improve customer satisfaction and therefore retention. Call processing solutions such as Interactive Voice Response (IVR) can be leveraged to make decisions and take action based on customer insights gained from previous calls. In fact, as several reports already indicate, 76% of customer service professionals prefer voice channels for complex cases. We are going to see the benefits of how voice communication applications can improve customer service, in addition to reducing its costs.
SAVING RESOURCES BY AUTOMATING THE MANAGEMENT OF CALLS
Thanks to automation, it is possible to attend 100% of calls 24/7, reducing waiting time to zero and offering predefined responses to the most common requests. AI is presented as the technology capable of taking on this task, and thus freeing up time from human agents, although without totally dispensing with its presence in this type of task, both to offer the best personalized service and when carrying out activities supervisory or focused on adding qualitative value to the service. So much so, that by 2022, 45% of the repetitive tasks of companies will be automated and/or accelerated, according to Spanish statistics.
OFFER THE BEST EXPERIENCE TO USERS
The customer experience, or customer experience (CX), is considered a decisive factor for business success and represents a competitive advantage for businesses. So much so that the Software Business Techno graphics survey highlights that 53% of European companies have assured that investing in customer experience tools has been one of their priorities during 2021. The IVR service combined with artificial intelligence (AI) directs the automatically calls the right team, department or person to deliver the best response, improving efficiency and speed of response. Thus, one of the main keys for a differential customer experience is satisfied: helping companies to understand and know what the user is like, how they want to reach them and what values they want to transmit to them.
OPTIMIZE BUSINESS INTELLIGENCE
The automation of tasks in a contact center carries with it an important challenge: quickly analyze all the available data to make beneficial decisions for the call center. The business intelligence technology will allow agents to access statistics and user data and convert them into useful information that, later, the IVR will be able to customize to route calls according to the stored data or the new data provided by the customer’s call, directing them directly to the most suitable agent for the resolution of your query, being one of the key applications for customer service.
IVR MANAGEMENT FROM THE CLOUD
The pandemic and the rise of digital services are making the cloud the backbone of new digital experiences. So much so that global cloud revenues will rise to 474 billion dollars in 2022, compared to 408 billion in 2021, as many studies indicate. The implementation of the IVR software is possible without the need for large investments in equipment. In addition, its management is very easy and intuitive from an online control panel that can be accessed from any device. Cloud-based virtual agents help automate interactions between businesses and customers. Powered by AI, by autonomously handling routine and repetitive tasks, increasing the time for agents to spend on handling more complex calls.