VOICE BOTS- MAKE YOUR CUSTOMERS FEEL HEARD…LITERALLY!!

Hey Siri, set an alarm for 10 am today. 

Hey Siri, book an appointment with Kevit Technologies today.  

This fine technology that is the combined result of artificial intelligence (AI) and natural language understanding (NLU) with vocal communication skills is called Voice Bot. It works by converting audio to text format. All the input from the users’ side in the form of dialogue is interpreted with the help of artificial intelligence that identifies crucial markers in the user’s speech and tries to generate the best suitable response. While this response is in the text format, the Text to Speech (TTS) engine is used to convert it as audio or video response and that’s exactly what your users hear. The main agenda of these voice bots is to make this response process as humanly as possible. This progress in automation clearly states that it’s the end of an era- we are bypassing screens now and everything’s as touch-free as possible. And these voice assistants are the living or maybe the speaking proof of it. 

HERE ARE SOME ADVANTAGES THAT SHOWS VOICE BOTS SUPREMACY: 

  1.  Instant customer support and quicker responses 

Slow customer services have been never been welcomed and will never ever be. Long waiting hours instantly makes customer ignored leading to customer dissatisfaction. But thanks to voice bots now, instant and quicker replies are right there to serve customers and actually hear them and solve their queries. Reduction in lead time to offer solutions improves overall customer service and now they can discuss their queries any time of the day.   

  1. A new twist to monotonous texting 

Imagine this- your brand sends a funny reply to your customer to keep the conversation lighthearted and interactive. But there might be a chance that the customer misinterprets the message and is rather provoked by it. Definitely, this sounds like a nightmare that we all would like to avoid and which in fact is possible. Using voice bots instead of chatbots can lower this risk as well as enhance the conversation because now users have to talk instead of typing and can fully express themselves. Multimodal virtual voice bots too can be put to use that supports both chats and voice- Apple’s Siri is the example of a multimodal voice bot.   

  1. Waiting time reduces to Zero 

Voice bots have got the memo of not making customers wait and they are efficiently working on that! Automating general queries on Google Assistant or Alexa can help save a lot of time while transferring any complex query to live agents available.  

  1. Increased productivity with 24/7 availability 

Your customers can be anywhere and in any time zone and yet can get their queries resolved with the 24/7 availability feature of voice bots. And in case users want to communicate with an agent then voice bots can take in their details and can convey to the agents when available. 

  1. New extents of personalization possible  

Charm your customers with personalized responses and recommendations that match their needs. When a voice bot communicates with a customer, it understands their requirements and usage and then looks for suggestions accordingly. Also, keeping in touch with individual customers with personalized responses can turn it into a delightful experience but it makes the customers feel appreciated.  

HOW TO CREATE A VOICE BOT?  

Every business has different requirements and accordingly a voice bot is designed with different levels of complexity and features as needed. Before a brand starts assigning tasks to its bot, it has to be a clear picture of the brand’s needs, major use cases, flows, features, and if the bot has a persona, then that. There are various voice bot development platforms that can make it easier for you to design a voice bot with all the needed specifications. Kevit is one of them.     

FEATURES TO CONSIDER:  

  1. Voice bot should be able to listen, understand and reply once the user is done. Interrupting them while they share their query will sound disturbing and eventually have a negative impact. 
  1. The bot should be trained to quickly recognize speech so as to instantly resolve queries and facilitate better customer service. 
  1. The voice bot should put continuous efforts in knowing it’s users so as to make the conversations as personal as possible and turning in relevant suggestions is just added on to this outstanding feature.  
  1. Voice bot no doubt works like an institution itself but it supported with a live agents’ team works magic as there is no point of complaint and even if the bot is not able to answer any query, the agent can handle the situation.  

Summing it up:  

Voice can be named the most natural mode of communication. It’s fast, intuitive but mainly it has a human touch. Let all these help your business in lead generation and acing the customer support game. If you’re looking for similar services then contact our experts at coffee@kevit.io and know more about voice bots at www.kevit.io.

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