Cookie Settings

Request a demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

My Odigo

Voice-based chatbots – a revolution in customer relations

Thomas
Thomas Saint-Hilaire Chief Experience Officer

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.

Voice-based

Chatbots are on the verge of an unprecedented disruption to customer relations.

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 personalised business transaction service, chatbots are set to replace contact centre agents, mobile apps and websites.

Machine learning changes everything. Put simply, machine learning recognises 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 recognise 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:

  • Strike up an anytime, anywhere, any device conversation with a customer.
  • Understand and process the customer’s need.
  • Chat “just like a real person,” providing an appropriate answer to each request, and if appropriate, forward the request to a real agent.
  • And with social networks having already paved the way for mainstream use of written conversations as a method of expression and communication, chatbots are all set to enhance customer experience to the latest digital standards, providing seamless customer authentication, emotion analysis to monitor the conversation and synthetic voice adapted to the customer’s profile.

While phone is still the most important channel for customer service, and because call centre 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 utilisation rate and increased customer satisfaction. All this amounts to a complete revolution in customer experience.

ai-globalchatbot-globalcustomer-experience-globalmachine-learning-global
Thomas Saint-Hilaire
Chief Experience Officer

Follow on:
LinkedIn Twitter
August 9, 2022 3 min Why should contact centre strategies include WhatsApp Business?

WhatsApp Business has emerged as a method of communication that not only has a high open rate compared to email, but it also works more rapidly, and can target 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 messages are an indispensable addition to contact centre strategies.

Read more
August 1, 2022 3 min How do outbound call regulations help deliver value to customers?

Outbound calls can be a great way for organisations to connect with existing and potential new customers. However, some outdated practices have created a negative perception for customers. As a result, outbound call regulations have been developed both for the purpose of customer protection and to steer contact centre best practices. What do organisations need to consider when using outbound calls, and how does geographical location affect that?

Read more
July 20, 2022 3 min How do customer expectations affect experiences?

It happens all the time, not just in the customer service sphere, disappointment, frustration or delight when experiences either fail to meet or exceed our expectations. When it comes to customer service however, being clued into customer opinions can help optimise services in line with expectations to avoid potential failures and plan outstanding moments of satisfaction.

Read more