CEO & Co-Founder
In the world of business, there are two key priorities; to maintain a healthy equilibrium between time and money, and to ensure customer satisfaction. AI has already transformed modern living, with presence everywhere we turn – from home to phone, from car to self-service checkout. In the context of business, there is a particular strain of AI technology that serves to both enhance the customer experience while ensuring a harmonious balance of time and money. That is in the form of AI and AI voice-driven chatbots.
Chatbots respond to humans like humans through adaptive machine learning technology. AI voice-driven chatbots have come a long way since humble beginnings in 1966, with the affectionately named ELIZA who had the technological prowess to answer a whole three questions. AI technology has developed and evolved, and chatbots have become as familiar to us as air in 2020. One of the greatest functions of AI voice chatbots is in the realm of customer service.
So, why should a company employ AI technology to attract, engage and delight its customers? In this article, we will examine the benefits of implementing such technology to accomplish both customer satisfaction and business KPIs.
Through harnessing machine learning, AI voice technology is advancing at an incredible velocity. AI voice technology is readily available. It has the ability to troubleshoot, multitask and provide a warm customer experience at the drop of a hat, making it an obvious solution to round-the-clock customer service. Chatbots are accessible at every touchpoint of the customer journey, and the tailored response is shaped by the comprehensive customer profile produced by machine learning.
AI voice systems are a fantastic facilitator to traditional call centres. From the first point of customer contact, AI will identify the needs and respond by either directing them to the appropriate person/department, or leading through a series of questions to answer autonomously. AI voice has the capacity to take the load off humans at busy periods (and with COVID testing all manners of customer service, this couldn’t be a more current requirement) while taking up no physical space. The streamlined nature of this modern process is a massive benefit to effective customer service for being straightforward and adaptive.
Each manufacturing brand producing AI technology boasts an edge to process certain business requirements (ours, for example, is the ability to understand different Asian languages and their local dialects). The ever-evolving capabilities of machine learning offer AI technology the means to identify, process, and respond to greater business demands while also reacting to customer requests simultaneously.
Primarily, AI has the ability to aggregate data from multiple sources to generate a tailored response in real-time. This is critical both for condensing the time to process data and demands, but also for improving the net promoter score – the system where a brand or company is measured against customer loyalty. If a customer is satisfied with the processing time of the service they receive when contacting a company, they are likely to remain loyal.
AI technology also works to the benefit of the customer’s processing time. Through machine learning, AI tailors an experience of a product or service to the interests of the user; for example, ‘suggestions for you’ on Netflix, or a personalised playlist on Spotify. Such measures take away the time to ‘think’ (or process) what to watch or what to listen to. Therefore, AI provides time-efficiency for the customer while ensuring the brand is providing autonomous top-quality service.
AI has the ability to aggregate data to deliver a comprehensive personalised service that takes all available information about a customer into account – from language to local weather, from buying behaviours to social media interactions. AI formulates a customer profile while synchronously producing bespoke content specific to the user needs (for example, tailored suggestions on Amazon in response to your search for an umbrella as the weather turns sour in September). Such a response enhances customer satisfaction for recognition of immediate needs at the exact moment it is required.
In the context of AI voice chatbots, the level of customer satisfaction is enhanced by the bots’ ability to build an intuitive profile on the customer when a conversation is initiated (using data such as account information, past purchases, and geographical location). Chatbots are then able to manipulate the service so that it is personalised and aligned to the customer profile. Chatbots are able to build a conversation centred specifically on the customer’s requirements in a way that is totally relevant and organic according to the immediate needs.
Customer satisfaction and customer loyalty are crucial elements when it comes to a successful business – and this can be difficult to accomplish with limited resources. However, machine learning AI technology makes the process of understanding and responding to customers with a level of care and quality both accessible and cost-effective. The tailored experience for the customer not only increases their level of satisfaction but also enhances productivity. Less time is spent directing them to the right area of business, their questions are answered almost entirely autonomously. Service is slick and consistent, personalised and specific, and enough to attract, engage and delight each and every customer.