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Engage with Your Customers Smartly: Use the Power of Conversational Technologies - Sestek - ContactCenterWorld.com Blog

Engage with Your Customers Smartly: Use the Power of Conversational Technologies

Attracting New Customers Is Expensive

It is always cheaper to keep your current customers than attract new ones. According to the Harvard Business  Review, acquiring a new customer is anywhere from 5 to 25 times more expensive than keeping an existing one. This is why you need to find better ways of retaining your customers. One of the best ways is to increase customer engagement, because engaged customers are great brand advocates. They are also repeat buyers who have a direct influence on profitability.

According to Gallup, a global analytics and advice firm, customers who are fully engaged spend 23% more in terms of wallet share, profitability, and revenue than the average customer, so investing in customer engagement builds a strong brand with loyal customers.

Increasing Customer Engagement with Conversational Technologies

Customer engagement is about enhancing the customer experience and encouraging customers to interact. It is also about influencing customers in ways that build long-term relationships.

To increase customer engagement, organizations need to enhance the customer experience by:

  • Offering high-quality solutions
  • Answering customers’ needs on time
  • Being reachable on any channel
  • Providing personalized solutions

Conversational technologies are great tools for increasing customer engagement. These technologies include speech recognition, text-to-speech (TTS), natural language processing (NLP), and voice biometrics.

Conversational technologies use voice as a natural interface to facilitate human-machine interaction. Thus, they empower intelligent automation solutions that enhance customer experience and engagement through smart self-service.

By using these technologies, you can cut costs without sacrificing customer satisfaction. With the automation they provide, conversational technologies decrease customer service costs, the need for human workers, and the working hours spent on conventional service approaches.

Conversational technologies can be integrated into any channel, and they are available 24/7. This enables customers to reach your organization any time from whatever channel they prefer. Always being available means uninterrupted service for customers. By using conversational technologies, you can provide effective omnichannel self-service for your customers.

Empower Customers with Qualified Self-Service Through Natural Dialog

NLP-based technologies enable users to interact with any system by using their own words instead of conventional interfaces. These technologies ensure a natural dialog between users and systems and can be used in IVRs, chatbots, and virtual assistants.

By implementing NLP-based natural dialog technologies in your solutions, you can empower your customers to help themselves. These technologies understand your customers’ natural speech and intent and offer them the solutions they need any time from any channel they like. For example, when implemented in IVR systems, conversational technologies allow users to navigate across menu options via natural speech. Time-consuming touch-tone and agent-assisted menu navigations are replaced with everyday language. Customers can reach the right self-service menu option by stating their needs quickly and easily, in their own words.

Another use case for these technologies is chatbots and virtual assistants. These popular applications draw their strength from NLP technology. With the help of NLP, both applications understand the intent and meaning behind users’ statements with high accuracy, answering customers’ questions with ease, no matter how complex they are.

As intelligent automation solutions, natural dialog technologies can help you to increase customer engagement by:

  • improving and optimizing business operations
  • reducing average handle times
  • offering simplified and personalized self-service
  • enhancing the customer experience
  • ensuring consistent self-service across multiple channels

Enhance Security with Voice Biometrics

Today’s customers are deeply concerned about security, and given the security threats that exist, they are not wrong. Traditional security measures like PINs, passwords, and security questions are poorly equipped to stop the growing incidence of fraud and identity theft.

As a conversational technology, voice biometrics offers an effective security solution. The technology verifies users’ identities via each user’s voice. Everyone’s voice is unique, just like fingerprints and irises, which makes voice authentication far more secure than traditional security measures.

The technology not only increases security but also enhances the customer experience. Conventional security measures like PINs, password, and security questions can be time consuming for customers—and sometimes easy to forget. Unlike these methods, voice biometrics enables reliable identity verification in a matter of mere seconds.

Voice biometrics automates security processes. By using this technology, you can optimize your security processes by replacing manual identity verification. This significantly reduces the number of security steps and time involved in the verification process.

Voice biometrics is a smart approach to identity verification. The technology contributes to customer engagement by:

  • saving customers from complicated questions and easy-to-forget passwords
  • providing a fast and easy authentication method
  • offering simplified and personalized self-service
  • increasing security and ensuring data protection
  • reducing average wait times due to manual identity verification

Know What Your Customers Think About You with Smart Analytics

To provide your customers with what they are looking for, you need to listen to them. Effectively listening to your customers on their terms and acting on what they say are keys to effective customer engagement.

Customer interactions include a wealth of invaluable insights: the level of customer satisfaction, likelihood of churn, agent performance, campaign effectiveness, and more. However, the sheer volume of these interactions makes it impossible to manually review and analyze them. Manual review can process only a fraction of interactions and is far from providing objective evaluation results.

Interaction analytics solutions, also known as Voice of the Customer, can help you overcome this challenge. With these automated approaches, you can apply in-depth analytics to recorded customer interactions across multiple channels. These analyses include not only textual and statistical details but also emotional ones. With advanced features like emotion detection and sentiment analysis, you can gain valuable insights into how your customers feel.

By applying smart analytics to recorded customer interactions, you can identify and measure the drivers of customer behavior. Acting on customer feedback allows you to implement effective business strategies that improve self-service processes, staff performance, and customer experience. The result is happier and more deeply engaged customers.

Smart analytics solutions help you to gain intelligence from customer interactions by allowing you to:

  • capture and analyze customer feedback
  • discover what your customers care about most
  • understand your customers’ needs and pain points
  • gain actionable insights and act on these insights to enhance the customer experience
  • improve customer experience and engagement

Learn More

As Sestek, we will be sharing insights into the effective use of conversational technologies at the AVAYA Partner Summit 2019, which will take place on 4–5 December 2018 at the Event Center of the InterContinental Hotel, Dubai Festival City.

Visit our booth to learn more about Sestek’s conversational technologies, including Natural Dialog, Voice Biometrics, and Voice of the Customer.

To learn more about the Avaya Partner Summit, please visit the event website.

Source: https://www.sestek.com/2018/12/engage-customers-using-power-of-conversational-technologies/

Publish Date: December 4, 2018


2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Sestek

Recent Blog Posts:
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021
How to Deploy Successful Conversational AI ProjectsApril 1, 2021
Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021

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