In today’s increasingly connected and digitalised world, businesses across industries are constantly looking for innovative and cost-effective ways to enhance their customer experience. Especially against the backdrop of the ongoing COVID-19 pandemic and how it has drastically changed the business landscape, with an increasing amount of people starting to use online-based services due to physical unavailability or inaccessibility, the power of A.I. has been leveraged and even depended on by businesses in hope of customer engagement maintenance and cost reduction. Concepts such as A.I. Chatbot, Voicebot and Conversational Interactive Voice Response (IVR) are said to be revolutionary and remain the most discussed in the business world today. How exactly can they help customer service?
Conversational IVR combines natural language technologies with text-to-speech services. Its most significant feature is granting the flexibility for users to speak naturally and directly to an automated system when they contact a brand by phone, not having to be trapped in the endless button-pressing hell to prompt the next step, or guess at keywords to perform a simple action, or become frustrated when trying to get transferred to a human agent. Being a huge convenience to the users and an indispensable help to companies by easily handling peak demands that cannot be handled otherwise by human agents, Conversational IVR revolutionises customer service in the following ways:
Customisation and Personalisation
IVR offers truly customer-orientated services with great degrees of customisation and personalisation. With IVR, digitalised and well-kept records of customers’ call and transaction histories can be easily accessed and referred to. This allows for personalised IVR menu options, enabling customers to get their most urgent questions resolved without sieving through the entire menu, and call prioritisation, ensuring the most valued or urgent customers get the best help first. Intelligent routing and menu options can be easily customised in IVR based on criteria that meet your company’s and customer’s needs, making your valuable customers feel valued and cared for.
24/7 Support with huge capacity
Round-the-clock 24/7 support is a key aspect of providing great customer service experience. While human employees are unable to be always in position, IVR offers the assurance and security that your customers are always looked out for. What’s more, IVR can handle multiple customers or tasks at the same time - no more waiting in line should a customer calls at a busy hour. The ability to multitask at large capacity plus the perpetual availability not only is competent, but cost-effective!
Omnichannel and Multilingual assistance
IVR allows for smooth and seamless communications and interactions among various support channels a company might have, such as calls, live chats, blog articles, and emails. Once IVR gets ahold of the content and reasons behind a customer’s enquiry, it has the ability to provide the most desired response selected from all available means of support the company has - although the first contact of the customer and the company is via phone, the customer can expect to receive the most appropriate response through other channels, such as via messaging platforms or via emails, shall they prefer. The omnichannel customer support allows for a consistent customer experience that is channel irrelevant, leading to happier users regardless of the platforms they use.
Combining natural language processing technologies, IVR is able to communicate multilingually, further eliminating its limits in customer demographics and making everybody feel welcomed.
Where can you find the best and readily available A.I. IVR solutions, you may wonder? Look no further, Asiabots provides A.I. IVR products that are immediately available and ready to be integrated into any established system our customers might have! Asiabots’ IVR is supported by self-developed A.I. engine which consists of reliable and powerful natural language processing, text-to-speech(TTS) and machine learning technologies, and is a comprehensive product to fully support any company’s needs and requests. Containing all of the above features, Asiabots’ IVR Voicebots are already proven to be a success in both private and public sectors!
Don’t want to lose out on the benefits of IVR? Contact Asiabots now!