Not only can AI-driven voice bots react according to customer tone and past transaction history; they can modify pitch and speed.
Analysts have predicted that by 2025, 40% of all inbound voice communications to call centers be handled by voice bots.
With the growing demand for hyper-automation and on-demand resolution by savvy customers in the region, organizations wishing to enhance customer experience (CX) are adding ‘Voice AI’ capabilities to their capabilities.
Voice AI technology offers human-like voice AI bots that can understand callers’ sentiments, intentions and past behavior, and also modify pitch, tone, excitement, and other aural traits to suit circumstances. Such features are already featured in Telephony, Google Assistant and Alexa.
Soon, organizations in the region can also use Voice AI bots that can converse naturally in 100+ languages, including Bahasa Malay, Bahasa Indonesia, Tagalog, Mandarin, English, Tamil, and other regional languages, out-of-the-box.
The allure of natural voice processing
With digitalization on the rise, CX has now become a competitive advantage. One vendor of such solutions, yellow.ai, has launched Voice AI botson its platform, in addition to the existing channels of text automation.
The firm’s enterprise-grade chat and voice bots are touted to deliver highly differentiated, elevated CX at a fraction of the current operational cost. According to its CEO and co-founder Raghu Ravinutala: “Conversational interfaces are changing how we relate to brands and voice is playing a key role in enabling smarter brand-to-consumer interactions. Today, growth and success in every business are highly indexed to creating personalized and differentiated customer experiences.”
The addition of Voice AI solutions on the yellow.ai menu is mean to meet the evolving needs of businesses and the scattered nature of CX interactions, bringing “Total Customer Experience automation under one umbrella across engagement, marketing, sales, support, and even commerce,” Ravinutala said.
Cost effective CX
According to one adopter of Voice AI, Zalora (South-east Asia), the pandemic has accelerated the organizational needs to transform at an unprecedented pace. Its Customer Experience and E-payments director Kannan Rajaratnam noted that the bots have uplifted operational efficiency and “we are able to handle double the volume with the same team size and support our customers extensively with a powered chatbot.”