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Vimal Kumar - ContactCenterWorld.com Blog

The Newest Dimension In Customer Support

The Rise of Real-Time Voice AI

For decades, delivering near-perfect customer experience meant faster, accurate and consistent empathetic conversations to achieve great satisfaction scores (such as NPS, CSAT, etc.). Almost every consumer enterprise is struggling to deliver frictionless, quality customer support across geographies, 24/7, 365 days a year.

The invention of real-time voice bot for serving customers is nothing short of a completely new dimension in customer support. For an autonomous voice as a channel, the closest customers have used for the longest time is the ancient and widely disliked IVR. The difference between IVR and Voice AIs is the fundamental intent of not deflecting the customer to yet another choice option but truly resolve their issue by taking the best possible action. Real-time Voice AI solutions can be as efficient as humans — if not more, due to their speed, constant availability, and scalability.

But, let’s first understand what Real-Time Voice AI is? 

Simply put, real-time Voice AI is an intelligent language processing system. Imagine a phone call or a command heard by a virtual voice assistant (VVA), instead of a human being. The VVA listens to human speech as input, converts the speech into text (STT), infers the meaning of the sentence or query and generates a suitable response. 

The response can be textual, spoken by a human agent, or even a mute response! For example, if you ask Amazon’s Virtual Assistant Alexa to turn up the music volume, it will follow your commands, by processing your voice input, it need not respond with words, thus, a mute response.

Use of Real-time Voice AI in customer support

Consider this scenario, a customer wishes to book a flight from Singapore to New York. He or she dials the support contact for a certain carrier, and says, “Hello, I’d like to book a flight on April 20, 2020, preferably departing before 2 PM, from Singapore to New York.” 

Here’s what a Virtual Voice Assistant can do for a support agent answering this call:

The Assistant proactively fetches all the required details in real-time and assists an agent with a seamless conversation flow. The customer is left satisfied and would definitely repeat this particular carrier in the future. 

Agara is one such product that is working in the field of real-time Voice AI to solve complex Customer support problems in industries like Airlines, Telecom, Retail & Ecommerce, and consumer products to name a few. 

Agara uses state of the art Real-time Voice AI Learning to create autonomous conversation engines — the voice bots — which can autonomously converse and resolve customer queries like a highly trained human agent. It also works in partnership with human agents to offer up highly contextual and insightful suggestions in real-time so the agents can conduct their conversations without breaks or gaps.

Real-Time voice AI for frictionless customer experience

For high call volume B2C companies and brands, one of the gravest problems is abandoned calls – the consumers who called but had to wait so long, they hung up before someone answered. Typical call abandonment rates under normal circumstances across major companies hover between 5%-12% and this number climbs up to 25%-30% during rush periods such as holiday sales or the launch of new marketing campaigns. Therefore, there is certainly a pressing need for large consumer serving organizations to understand the value of AI and put it to use in ways that are both enriching for their customers, and effective for their businesses. 

Here are potential  benefits of using real-time voice AI 

  • The operational cost of running a large team of customer support agents is significant, yet attrition is usually high. Using intelligent support can reduce the handling & operational costs by a whopping 50%.
  • Quality support is available via email & calls, round the clock and throughout the year, ensuring consistent customer experience. This adds to the brand equity of the company and enables the repeat purchase of the product.
  • Automated calls ensure that no calls are missed or put on hold for too long, rendering a happy experience for the customer, who feels heard & taken care of.
  • Taking away the routine tasks from an agent leaves room for them to focus on what a customer is actually saying. For example, automatically filling in customer details, making notes during the call as well as summarizing the call at the end, can all be automated, making the agent more productive throughout the day. A company may even increase the daily mandate of answering a certain number of calls per day, per agent.
  • The training costs can be significantly reduced, as even a new agent is receiving all the relevant information he or she requires to resolve queries, without having to follow a stringent process.

About Agara

Agara’s vision is to provide human-like, instant voice-based support to customers — in any region, in any language, over any device. It employs advanced proprietary Natural Language Understanding (NLU), Natural Language Generation (NLG), Automatic Speech Recognition (ASR), Text-to-Speech (TTS), Conversation Management and Decision Management to ensure it can handle even the most complex conversations it encounters. Agara’s ability to handle nuanced conversations and provide highly personalized behavior makes it one of the most advanced Real-time Voice AI products anywhere.

Publish Date: July 6, 2020 2:33 AM

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