What is Conversational Voice AI?

If you’re a new, or rapidly growing business, then you’ll know all about the challenges of expanding at scale. Thankfully, Conversational Voice AI is here to help. Whilst not being limited to recruitment cycles, office space and the other demands that come with hiring people; Conversational Voice AI is your friendly tool to help you scale, handle the customer questions that will come and provide a 24/7 service for your business.  

As a modern business, you will need to stay ahead of the curve and look for any opportunity to gain a competitive advantage.... and this is where Conversational Voice AI will help. From customer service questions to chasing payments and automated booking service ensuring that no inbound call to your business is missed. Conversational Voice AI is here to assist you in generating revenue, collecting revenue and delivering fantastic customer service for your clients.  

Voice bots, also known as virtual agents, are AI-powered conversational interfaces that use voice recognition and natural language processing to interact with customers through spoken language. In the context of a contact center, voice bots are used to automate and handle customer interactions over voice channels such as phone calls. 

Voice bots in contact centers can perform a variety of tasks, including: 

1. Answering Frequently Asked Questions (FAQs): Voice bots are programmed with a knowledge base of commonly asked questions and their corresponding answers. They can provide instant responses to basic queries, saving time for both customers and agents.
2. Call Routing and Triage: Voice bots can efficiently direct callers to the appropriate department or agent based on their query or specific needs. By collecting initial information from the customer, they can route the call to the right resource, reducing call transfers and wait times.
3. Self-Service Options: Voice bots enable customers to perform self-service tasks such as checking account balances, making payments, or updating personal information. By guiding callers through self-service options, voice bots help expedite simple transactions without human intervention.
4. Appointment Scheduling: Voice bots can handle appointment scheduling and calendar management for customers, eliminating the need for customers to wait for an available agent to assist with these routine tasks.
5. Automated Surveys and Feedback: Voice bots can collect feedback and conduct customer satisfaction surveys after a call. This data can help contact centers monitor service quality and identify areas for improvement.
6. Escalation to Human Agents: Voice bots can recognize when a customer's query or issue requires human intervention and seamlessly transfer the call to a live agent. They can provide relevant context and information to the agent, ensuring a smooth transition and minimizing customer frustration.

By leveraging voice bot technology, contact centers can enhance customer service, reduce call handling times, improve first-call resolution rates, and optimize agent productivity. Voice bots enable contact centers to efficiently manage high call volumes, provide consistent service, and deliver personalized experiences to customers. 

As pioneers in the contact centre industry, we have always looked to develop and stay ahead of the market when it comes to our offerings. This has led us to work with many companies on their AI journeys. From an Australian fundraising client who wanted to ensure that they were being compliant and respectful to their donors, to an NSW financial company who utilised our Virtual Agents to warm up an existing database for appointments via outbound Conversational Voice AI.  

We are always open to a conversation and will listen closely to ensure that your wants and needs meet our services to ensure a close working partnership.