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Why Voice Assistant Apps Could be the Future of Customer Service

Why Voice Assistant Apps Could be the Future of Customer Service

Make no mistake, voice assistant apps are here to stay.

The global native digital assistance installed base is set to exceed 7.5 billion active devices by 2021 – as many devices as there are people on the planet.

The time has come for us to embrace the voice revolution. The popularity of Google’s Alexa and Amazon Echo is clear evidence that consumers want voice activated apps.

In a relatively short space of time, these AI devices have become mainstays in homes across the UK – and throughout the world.

This surge in consumer-friendly device applications has given way to a new school of commercial thought – using AI devices to improve engagement and customer service.

Telecoms companies are standing on the verge of a large-scale roll-out of machine learning technology.

Voice assistant simulations, like chatbots, are being deployed with increasing sophistication to improve productivity via automation.

A Telecoms Paradigm Shift

Having a large consumer base demands a pragmatic approach to customer service.

The overabundance of incoming calls and digital communications daily can present a significant challenge and is one of the reasons why telecoms companies employ large 24/7 support services.

Moreover, customer support is often asked to handle and resolve a wealth of problems. These can range from device malfunction to network outage, accidental over-billing and tariff switching.

Automating services seems to be the only way that businesses will be able to cope with the sheer volume of ongoing – and expanding – customer requests.

Chatbots Are The Future

VoIP business telephone systems must adopt an automated approach.

The implementation of a chatbot, software specifically programmed to simulate conversations with users, can generate human-like responses to customers’ questions and bring great relief to overwhelmed support personnel by streamlining their workload.

In the telecommunications industry, chatbots can perform an amazing number of functions significantly improving the performance of a support service:

Customer redirection to appropriate departments – chatbots can act as the primary point of contact for customers, helping to quickly direct them to experts for swift problem resolution.

All customers need to do is to answer a basic set of questions:

  • Is the caller a corporate or individual account holder?
  • Whether they are a new or existing customer
  • The customer account number
  • Why they are calling?

Gathering the necessary information, the chatbot can then transfer the customer to a human operator who already knows the basic information about their request – something that would not be possible without sophisticated VoIP telephony.

Handling of repetitive questions – chatbots can streamline the huge volume of repetitive support services questions and pull relevant information from the database in response to the text strings that they recognised in customers’ enquiries.

Collecting feedback – chatbots are one of the most effective means of collecting customer feedback, either by reacting proactively to reach out to customers they have previously had contact with or asking for feedback after resolving issues.

Inherently, people tend to view and respond better to messenger notifications and emails. Phone calls just tend to distract or annoy customers.

Why Voice Assistant Apps Could be the Future of Customer Service

Embracing Technology

Chatbots and other technologies are fascinating ways to streamline business telephony processes.

As consumers become more comfortable with using voice assistants in their personal lives, the more they expect them from professional interactions.

With the technology becoming more sophisticated and flexible, there's no reason not to experiment in your telecoms strategy.


Is Voice Dead? Learn how digital transformation is driving incredible changes in the telecoms industry with our latest IPEX Report



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