Use of Voice bots for Handling Client Queries
The last few years have seen the advent of chatbots in the field of customer services and support. Where once was a human customer support agent, there is now software that simulates the human interaction. Customer care chatbots can field client queries in both text or voice formats. In a company’s chatbot, if you are a client, you can interact by typing in your query in a text-based chatbot. For a voice-activated bot or a voice bot, the experience is much more lucid. You can directly talk to your voice-activated digital assistant as if you are talking to a person. Apple’s Siri, Amazon’s Alexa and Microsoft’s Cortana are all popular examples of voice bots in our daily lives.
While 2016 saw the emergence of chatbots i.e e-commerce bots, job bots, workflow bots etc, and an industry-wide excitement around them, there was definitely something missing. As humans, the voice comes naturally to us compared to writing. With the advent of the internet, text-based messaging apps became popular because it gave people a respite from expensive long-distance calls. But slow internet speeds restricted us from making voice calls through those messaging apps. Chatting with friends by typing became a norm. Text-based messaging was okay as long as there were humans interacting from both sides. But with a machine interpreting human response via text, has its limits. Sometimes, they just don’t get the context of the conversation. Also, internet speeds have become much faster since then. Ordering a pizza by typing your preferences bit by bit on a chatbot makes for a cumbersome process.
All the above-mentioned reasons point to the need for voice-based interactions becoming the new normal. Enter voice bots, which just like a text-based chatbot can reside on your smartphone or on your laptop through your browser.
Need of Voice Bots
When it comes to voice-based interactions, there is much more than words that make up the conversation. The tone, context, and sentiment of the human talking have to be taken into consideration. Voice bots make it possible for clients to interact organically with the company. It is less time consuming than typing in reams of your specific queries. Not to mention that it can take place spontaneously. The AI-driven chatbot of today is already making it possible.
Voice commands on voice bots can help the client day and night. Imagine a digital marketing manager who wants to know about the performance of his recent campaign. Instead of calling the digital agency’s client servicing manager, he can simply ask the agency’s voice bot, ‘how did the performance of the campaign go last week?’. Thus, making business communication swifter, more productive and seamless. Chatbots development company, by developing smart bots will make it easier to do tasks such as book meetings or approve requests on the go in a faster way.
Voice bots are highly relevant for business. They allow for handling client queries in a fast-paced, precise manner. They also offer a personalized business transaction in comparison to a call center experience. In addition, they do not suffer from the static nature of websites and mobile apps.
Voice has always been the most natural way for humans to interact. Very soon, typing and reading for messages might become a story from the past. Voice bots represent a revolution in the field of customer and client query handling. We can say that customer servicing is on the verge of a major disruption with sales service bots.
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