Good, there’s no shortage of reasons. But, before those, let’s present some revealing numbers about customer and company preferences for customer service bots, especially for voicebots.

 

Customers like voicebots

 

A trend during the pandemic, the use of bots for customer service grew by up to 300% during the period of social isolation. According to a survey by Infobip, which interviewed 1,235 consumers, one in every four had used bots for service in banks, stores, or e-commerce. Of these, 69% said the experience was excellent or very good.

 

Companies prefer voicebots

 

According to a Gartner article, in 2021, 15% of all customer service interactions will be completed using Artificial Intelligence – with significant adoption of voicebots.

 

Companies save with voicebots

 

According to a study by Chatbots Magazine, companies can reduce their customer service costs by up to 30% with the use of conversational bots, like voicebots.

 

What is a voicebot?

 

Sometimes, a voicebot is confused with old software that has endless sequential menus requiring the customer to type the desired option.

In fact, voicebots are conversational robots that, through technologies like Artificial Intelligence (AI) and Computational Linguistics, are capable of performing complex interactions with customers using voice as a means of communication.

Through AI, voicebots can listen and speak with customers, performing high-level interactions with fluency, minimizing the need for human consultant participation.

 

Why is it important?

 

The main goal of developing a voicebot is to automate manual, repetitive, and predictable tasks.

This way, human attendants are freed up to focus on tasks that require decision-making and discernment, skills that are uniquely human.

Voicebots, just like chatbots, are tasked with solving simple problems, and can be used throughout the customer journey.

 

Where can a voicebot be used?

 

These voice customer service bots can be used in pre and post-sale actions, locating customers, promoting offers, discounts, notifications and announcements, making collections and agreements, and of course, their main use is to answer questions and solve customer problems.

 

Why add a voicebot to your service?

 

Check out the main reasons to add a voicebot to your customer service processes.

 

Because you want a more humanized interaction

 

According to Dr. Marc Pell, voice can convey an emotion (e.g., happiness, sadness, or anger) in a tenth of a second, making it a much more efficient source of emotional information than written words. So, when properly guided, a professional voice can convey that emotion in the message, making the interaction more humanized with the user.

 

Because you need to reduce costs

 

With voicebots, you don’t need a large customer service team. While a human serves one customer at a time, a voicebot can handle multiple at once. This way, you reduce personnel costs while making each of your collaborators more strategic.

 

Because your service can be faster

 

With direct and objective communication, the voicebot answers questions and solves simple problems with speed and efficiency, just the way customers want and deserve.

 

Because you can serve more

 

Voicebots don’t need the internet to be used, and they can operate 24 hours a day, 7 days a week, all year round. On weekends, holidays, and even during your company’s collective vacations, the voicebot will be there, ready to serve your customers.

 

Because you can personalize the service

 

You can personalize the message, even with different accents, so that your customers feel unique. With deep data analysis, you can identify the wants and needs of the customer and offer the most relevant products and services, increasing the chances of sales.

 

Because your service can be more inclusive

 

Voicebots allow service for people with visual impairments, making companies more inclusive, increasing their sense of social responsibility, and improving their brand image.

 

Because you want to retain and fidélize customers

 

According to a study by Frost & Sullivan with NICE Latin America, acquiring a customer can be up to 25 times more expensive than keeping one.

And to increase retention and loyalty, voicebots have the ability to identify customer behavior and measure satisfaction, creating opportunities for new sales and contract renewals.

 

Because you aim to be more productive

 

Voicebots solve the simpler problems so that your customer service team can focus on more complex issues. This way, your professionals can serve more and better.

 

Because you want standardized data

 

In addition to the more common statistics (such as the number of calls received, missed calls, peak hours, and others), some important data that voicebots can generate (in a standardized way) are the exact friction points in the customer service process.

That’s it! Have we convinced you of the importance of voicebots for customer service? We hope so! Invest in these customer service bots to optimize your processes and improve your results.

 

Thank you for reading. See you next time!

Also read: Machine Learning vs Linguistic Learning: Learn how they complement each other.