September 30, 2022
By Pavel Jiřík in Blog
Technology continues to advance, and so does our communication. With the introduction of chatbots and voicebots, companies and customers can benefit from more efficient and convenient customer service.
Without bots, sales representatives often have to answer the same questions repeatedly. Thanks to technologies such as artificial intelligence (AI) and natural language processing (NLP), call centers can automate repetitive tasks and, thus, decrease the chances of missing valuable cross-selling opportunities.
If you're looking for ways to improve the customer service of your call center, it’s worth considering conversational chatbots and voicebots.
Before we get started, here are a few basic details.
What Are Chatbots?
Chatbots are computer programs that can simulate human conversation. They're commonly used on websites and messaging apps like Facebook Messenger to support customers. Also, you can program a chatbot so that it can hold conversations with customers and perform some simple tasks for you.
Regular chatbots already provide excellent help with assisting customers. However, conversational chatbots can do even more for you.
They are supported by AI to recognize the conversational context. In addition, chatbots enable you to express your messages in a variety of ways instead of having a list of pre-written responses. One of the main advantages of chatbots is that they’re truly conversational – communication with them is human-like.
What Are Voicebots?
Voicebots are similar to chatbots but use voice recognition and NLP to understand and respond to spoken questions and other verbally expressed concerns. Similarly to chatbots, voicebots carry out some customer service tasks.
No doubt that voicebots offer valuable help, especially, if you enhance them with advanced speech technologies. Then they can bring your call center's customer service to the next level, for example, with voice biometric authentication.
It is voice biometrics technology that can analyze the unique features of a caller's voice with such precision that a customer can be easily identified by their speech. Businesses and organizations can use this technology in:
- Call centers
- Healthcare (if you're looking for virtual healthcare assistants, here are some intriguing use cases: Inspiring Application of Digital Virtual Assistants in Healthcare)
- Law enforcement
Additionally, voice biometrics is a convenient and safe way to confirm users' identities over the phone and other voice channels.
How to Use Chatbots and Voicebots in Customer Service?
Both chatbots and voicebots can be used to automate customer service. For example, you can use a chatbot to answer frequently asked questions or help customers troubleshoot problems. In this way, sales representatives can handle more complex issues and are less likely to miss sales opportunities.
You can also use chatbots and voicebots to collect customer feedback and suggestions. After a conversation, customers can fill in a quick form about whether or not they were happy with the service.
Gathering feedback is extremely important for any kind of business because it can be used to improve your products and your customer service itself. Listen to what your clients think and try to make improvements to increase their satisfaction. As a result, they may stay longer with you and be loyal to your brand.
Voicebots are also extremely useful for people with disabilities, allowing them to obtain necessary information immediately and on their own. This is a massive help for people who often have to wait for others' assistance or struggle with communication.
Implementing bots in your system does not have to take a lot of time if you choose software that is easy to implement. Also, while researching options, check that the company’s support team is responsive in case of any technical issues.
In short, conversational chatbots and voicebots can help you save time and money while providing better customer service.
However, there are yet more aspects of voicebots and chatbots that you can take advantage of. Let's look at them in more detail.
What Are Some Other Benefits of Using Chatbots and Voicebots?
In addition to being more efficient, chatbots and voicebots also enable you to provide a better customer experience on many levels. They can:
Handle Multiple Chats or Calls at the Same Time
In contrast to sales representatives, chatbots and voicebots can handle many conversations simultaneously, providing all the necessary information to customers immediately. That's a great benefit, especially when lots of users need help at the same time.
Resolve Issues Instantly
Customers do not need to wait for their issues to be resolved with chatbots and voicebots, which is a significant advantage over, say, live chat. They also have the potential to answer customers’ queries and provide solutions to their issues instantly. This is a game changer in the world of customer service.
Thanks to the information in your customer database, chats and calls can be personalized. Chatbots and voicebots can use customers’ names, remember what they like, know their favorite products, and provide recommendations based on purchase histories.
Provide 24/7 Support
Chatbots and voicebots are available for users around the clock, so they don't have to wait until office hours if they need to reach out for guidance. Instead, users can get help instantly, even in the middle of the night. This increases customer satisfaction and saves money, as no support member needs to take night shifts.
Increase Your Return on Investment (ROI)
Installing a chatbot or voicebot is also a money-saving step in the long run, as it can reduce call times and handle simple customer queries or problems without human involvement. Consequently, agents can focus on tasks requiring professional expertise, improving call center efficiency (and increasing your RO!).
Can Be Seamlessly Integrated with Other Tools
You can collect data during all sessions with bots and send them to your customer relationship management (CRM) system. For example, at the end of each conversation, by asking if the customer received the required help or if their issue was resolved.
Keeping an eye on your feedback and performance with your CRM, therefore, allows you to measure customer satisfaction. So, if you're considering implementing a bot in your customer support strategy, choose one that is fully compatible with your call center system.
Recognize Your Clients’ Voices with AI-Powered Voice Biometrics Technology
AI-powered voice biometrics technology is becoming increasingly popular. Since it is used to identify people by their voices, call centers can use it for various purposes such as security and customer service improvements.
Verification is a great feature that might help you to reduce costs and time – a bot can authenticate your clients based on their voices. This is also a very convenient feature for them, as they don't need to give any information to be verified.
Prevent Fraud with Voice Biometrics Technology
Because speech works like a unique biometric identifier, advanced voice biometrics-capable voicebots can prevent fraud. When a customer calls and wants to access their account or to make a transaction, the system authenticates their request based on the voiceprint saved in a database during their enrollment.
Firstly, a user needs to record their voice so that their voiceprint is stored in the database. Then, during a phone call, the voice biometrics system compares the caller's voice to their stored voiceprint. If they don't match, verification fails, access is denied, and the security department is notified about a potential fraud attempt.
Learn more about the four biggest identity theft frauds in modern history.
Chatbots and Voicebots in Customer Service: Best Practices
To succeed in assisting your customers, you need a little more than just implementing bot software. That’s why we've gathered some best practices that are crucial for providing efficient customer service.
Keep It Simple
When designing your chatbot or voicebot, keep the conversation flow straightforward. Use good grammar and punctuation, and don't overload a conversation with information. Instead, focus on helping the customer with one specific task so that the conversation is easy to follow and not confusing.
Simple language that everyone can understand effortlessly is essential as well. Don’t use complex words or grammar – jargon and industry-specific expressions can make customers confused and annoyed, which could negatively affect your brand's reputation and cause them to choose another service provider.
Speak Your Customers' Language
Your bots should communicate with your customers in a language they can understand. Therefore, if possible, a good practice is to use their native language. This can build trust, loyalty, and avoid miscommunication. Language is a connector between your company and customers that must be familiar to them.
Designing multi-lingual bots signifies that you care about and want to support all of your customers, as well as helping you reach a broader market and audience. A lot of people speak English, but many more don’t. Only using one language, therefore, means missing out on some potential selling opportunities.
Pick a Voice Tone and Personality for the Bot
Your bot is a part of your image, so the way in which it communicates with your customers needs to resonate with your brand's message. Try to design the bot as if it were a member of your staff.
For example, if you use some specific phrases at your company or have launched a successful campaign, you can add some relevant expressions into the conversation. That can make even communication with a chatbot or voicebot a fun experience.
The important point here is the tone of voice, meaning not what the bot is communicating but how it is communicating. Decide whether you want your bot to be witty, formal, friendly, or sophisticated. Whatever your strategy is, remember to match it with your brand's philosophy.
Decide How You Will Communicate
Before choosing a chatbot, select a channel on which you want to communicate with your clients and prospects. Will it be a single channel like Facebook, or do you need a more versatile solution? It's worth thinking this over carefully, as switching from a one-channel to a multi-channel chatbot down the line could be challenging.
Test, Test, Test!
Before you launch your bots to the world, test them as much as possible. Check that they can handle questions and tasks without any issues in order to avoid disappointing your customers and making them give up using your service.
Bot testing can be time-consuming, but it's worthwhile in the end. There are several different methods to test your bots, and you can use whichever one works best for you. For instance, simulations of real-world interactions using actual customer data allow you to test how well your bot performs in real-life scenarios.
It's a good idea to do this early in the development process in case any changes need to be made. Testing your bot with accurate data will give you a better idea of how it will actually perform when released.
Final Thoughts on How to Improve Customer Service with Bots
Chatbots and voicebots can help automate customer service tasks, freeing staff members to handle more complex queries. In addition, these tools can provide a more personalized experience for customers, leading to increased satisfaction and convincing them to stay with you for longer.
With a voicebot solution that is powered by Phonexia's cutting-edge voice biometrics and speech recognition technologies, call centers can easily provide their customers with the best voicebot experience possible.