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While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.
After transforming games such as chess, Jeopardy and Go, artificial intelligence (AI) is set to radically transform customer services. Fast in exchanges and self-learning, providing precise answers to customer requests and offering a personalized business transaction service, chatbots are set to replace contact center agents, mobile apps and websites.
Machine learning changes everything. Put simply, machine learning recognizes a pattern after first learning it. Specifically, in customer relations, machine learning can identify a customer’s need, and a well-trained intelligence chatbot can deliver truly impressive results that can be compared to those obtained through human intelligence.
Learning consists of giving examples of sentences to the learning machine and detailing the corresponding intention. To be efficient, this learning has to happen before a chatbot is launched and continue throughout the first few weeks after launch. If the chatbot doesn’t recognize the intention with enough reliability, human intervention becomes necessary.
Beyond machine learning, some providers are offering an ensemble of mature and accessible technologies that are enabling the construction of chatbots—speech to text, text to speech and API management—which can:
While phone is still the most important channel for customer service, and because call center costs remain high, voice-based chatbots powered by AI represents the holy grail of customer service automation—delivering a rapid return on investment, including an increase in self-service utilization rate and increased customer satisfaction. All this amounts to a complete revolution in customer experience.
2022 research commissioned by Odigo sees overwhelming support for the claim that AI investments improve the customer experience. The vast majority of respondents also stress that AI is a long-term investment and takes time to properly integrate and deliver maximum ROI.
WhatsApp Business has emerged as a method of brand communication that has a high open rate compared to email, works more rapidly, and targets multiple points of the customer journey. It delivers interactive options for customers that add value and targets them on a familiar channel, which is why WhatsApp is an indispensable addition to contact center solutions.
Outbound calls can be a great way for organizations to reach out and build loyalty or anticipate and provide for potential customer needs. However, some outdated practices have created negative associations for customers. As a result, guidance and outbound call regulations have been developed both for the purpose of protection and to steer contact center best practices. What do organizations need to consider when using outbound calls to deliver additional value to customers, and how does geographical location affect that?