March 22, 2022
By Pavel Jiřík in Blog
Human agents might still be the preferred option for many customers, but they are no longer the only way of contacting company support. In fact, a growing number of internet users want to talk to chatbots first and then eventually contact support. In a Userlike survey, 68% of respondents said that they like chatbots because they can answer questions much faster than human agents.
Naturally, we aren’t talking about regular chatbots that can only answer questions from a database - today’s chatbots are much more advanced. Thanks to conversational AI, chatbots can now understand context and intentions, as well as handle multiple questions easily. Better yet, with added voice biometrics, chatbots or voice assistants can recognize who they are talking to in seconds and personalize the entire conversation to the caller.
How can they do that, and how could you use them to personalize your approach to customers? Read on to find out - we’ll mention a few clever ways of using bots with voice biometrics in order to provide your customers with outstanding service.
What Is a Conversational AI Chatbot?
Chatbots are increasing in popularity as many businesses use them to provide 24/7 support and personalized content to their customers. These bots can call customers by name, remember their favorite products and purchase histories, plus provide relevant recommendations to every customer.
AI-supported conversational agents, however, can do even more than that. These systems combine natural language processing (NLP) and machine learning algorithms with traditional software such as chatbots, voice assistants, and interactive voice recognition to assist customers via a spoken or written interface.
These allow chatbots and voice assistants to not only understand what the customer is saying, but also recognize the context of the conversation so that they can talk almost human-like with the user. Moreover, the greater the amount of time they spend communicating with users, the better they can understand them.
With these unique characteristics, AI chatbots can offer a much better customer experience than regular chatbots, strengthening the relationship between your business and its customers.
What Makes Conversational AI So powerful?
Three things make conversational AI so useful: machine learning, natural language processing algorithms, and voice biometrics.
Firstly, machine learning - put simply - means that the technology “learns” and improves the more it’s used. The algorithm collects information during each interaction with a user and then uses that data to improve itself. Consequently, the system performs better the more it is used and the more data it has to work with.
The second is called natural language processing (NLP). Artificial intelligence uses this method to understand text or speech. Once it has learned to recognize words and phrases, the AI can generate natural language, which means it can simulate conversations with your users.
Meanwhile, voice or speech recognition is the ability of a program to identify a person based on their unique voiceprint. This is done by scanning how someone speaks, identifying their voice, and matching it with a given customer’s profile.
Having all these three things working together, a voice-enabled chatbot or voice assistant not only can instantly recognize a customer but can also adapt the way they speak and act depending on who is on the other side of a call.
How Conversational AI and Voice Biometrics Can Enhance Customer Service
Why are voicebots and virtual assistants becoming so popular? Using them is a convenient, quick way to do things in our modern world without the hassle of typing in a search query or using a phone’s keyboard to perform local searches.
Just compare the speed at which you can type and the rate at which you speak. An average person can type between 190 and 200 characters per minute, which is around 38 and 40 words. However, when it comes to speech, the average person says between 100 and 150 words per minute. See the difference? That’s why 71% of Americans say they’d rather use voice search than mess around with entering a query on a keyboard, as speaking is often faster and simpler than typing.
Apart from helping us find what we need faster, using our voices could also prove helpful for customer verification in banks, for example. With biometric voice recognition, voicebots can authenticate callers quickly and utilize their profiles to tailor responses based on past experiences with the company. This is incredibly convenient for the caller since they don’t have to answer multiple verification questions. while the recipient knows who is calling straight away and can tailor their services accordingly.
And because talking is conversational by nature, conversational AI can also add a new level of user-friendliness to the customer service experience. As a result, customers can get more accurate information faster than ever before and have a better overall experience.
But the real power of voicebots and voice biometrics lies in the numerous possibilities for personalization. By confirming the speaker in near real-time, conversational voicebots and contact center agents can access a customer’s history in seconds. This way, support employees can offer customized service according to each client’s specific needs and have a more personal conversation.
And we aren’t just talking about knowing who is calling - voice biometrics can provide you with much more information about each caller.
Recognizing Whether the Speaker Is Male or Female
Businesses can benefit significantly from being able to identify the gender of callers before even answering and technology makes this easier than ever. With a gender identification technology, it’s easy and fast to program an IVR or voicebot to greet customers according to their gender by saying “Dear Sir” or “Dear Madam.”
How does it do that? By analyzing a speaker’s voice traits, which differ based on gender, voicebots with voice biometrics can identify whether a speaker is male or female (most of the time).
If a business offers different products and services to customers of different genders, this can be a great asset because it could, for example, tailor conversational AI recommendations based on the gender of the customer.
Offering Priority Support for Senior Customers
In addition to detecting gender, voice biometrics can also estimate the age of a caller by analyzing the way they speak and noting voice characteristics associated with age like much slower speech. In what way could this be useful?
Businesses could identify senior citizens based on their speech patterns and then put them into a priority queue. A support team that knows right away that an elderly caller is on the line can prepare better to assist them. since elderly callers might also require more time or help to resolve their issues.
Every business has a few especially valuable VIP customers. They might be loyal buyers who shop frequently, big spenders, or brand advocates who bring new customers to the company. Either way, they’re the ones who generate the most revenue for the business and deserve special attention.
By using voice biometric speaker identification, businesses can immediately identify priority callers and ensure they are provided with exceptional service. When a VIP reaches out to the main phone line, for example, the call or message can be marked as a priority and immediately passed along to a department manager or other high-ranking person within the organization.
By providing VIP customers with special treatment, you can encourage them to remain loyal to your business and share positive experiences with others, resulting in higher profits and increased sales for your company.
Most of us have received suspicious emails asking for bank account details or other personal information. But cybercriminals also frequently use phone calls to trick people into providing personal information, for example, by claiming to be from a government agency or pretending to be a client. It can be even harder to spot such calls if they are using stolen data to answer verification questions.
With passive voice biometrics, companies can analyze voices in near real-time to detect any suspicious callers. During a phone call or shortly afterward, the voice biometrics technology compares how a caller speaks with their stored voiceprint to verify their identity. If it doesn’t match, the system marks the caller as having failed the verification process and shows a notification about a suspicious call.
As the identity check is performed in the background without the fraudsters knowing, workers have sufficient time to verify the information provided and notify managers about the suspicious call.
Different Languages Users
An often overlooked benefit of Conversational AI is that it can also understand various dialects and languages. Many chatbots and virtual assistants include language translation capabilities that allow them to detect, interpret, and respond in the language chosen by the customer.
As a result, you will be able to attract a broader range of customers to your business without having to worry about your team’s linguistic capabilities. When a chatbot needs to transfer a call to a human agent, knowing the caller’s language can also make the transfer much smoother as they can be routed to an agent who speaks the same language.
Most businesses already use some kind of live chat feature for sales and support teams to easily interact with customers and leads. With AI platforms, however, you can take that customer support and engagement to the next level.
Conversational AI platforms with machine learning and voice biometrics can not only help your customers find the information they need faster, but they can also do so in a more convenient manner. Meanwhile, you can personalize your service for every caller (whether it’s the CEO of your business partner or an elderly customer) with ease, while also keeping fraudsters at bay. Truly a wonderful invention, isn’t it?