Conversational AI is moving fast! And while the sophistication of chatbot technology has been steadily increasing, the release of ChatGPT is a huge indicator of the next generation of powerful, hyper-personalized and highly adaptable AI solutions and what they can offer the contact center.
But chatbots are only the beginning. The widespread use of chatbots and self-service features to handle repetitive tasks, such as answering simple queries, frees up agents to deal with more complex tasks or urgent issues where they can generate more value for customers.
Conversational AI and automation can transform the way contact centers operate by providing a range of benefits to both customers and employees. Contact centers around the world are looking to adopt these technologies to save costs and increase efficiency. Adding voice to automation provides the customer experience of self-service in the preferred customer format, a voice conversation.
Voicebots deliver the best of both worlds
Today, more businesses than ever are realizing the power of voicebots. Voicebots take contact center automation to another level by enabling customers to communicate with a contact center agent via voice – the quickest, most natural and most efficient form of communication.
Far from being past its sell-by date, voice is still king amongst contact center engagement channels. According to research firm Metrigy, 73% of all contact center interactions start as either a voice call or a digital engagement that ends up being resolved in the voice channel.
Voicebots leverage the simplicity of speech and utilize the power of AI to help businesses engage customers in a more personalized way while increasing efficiency and the ability to scale effectively.
The Impact of Conversational AI in the Contact Center
Discover the benefits that conversational AI and voicebots can offer today’s contact centers!
Complexity of implementing voicebots
Implementing voicebots is not trivial. In addition to the need for integrating natural language processing (NLP), speech-to-text (STT) and text-to-speech (TTS) technologies, spoken interactions may not be as structured as a written version, plus the solution needs to be able to overcome challenges like dialects and speech clarity.
Take this hypothetical use case: a train operator located in a multilingual country like Switzerland has callers making enquiries about routes and pricing in different languages. Their voicebot must be able to instantly identify the caller’s language and then convert their speech to text. But what happens when different platforms are stronger in one language over another? For instance, one vendor’s speech to text engine may be better at handling German while another’s better at comprehending French. Their automated voice solution needs to be flexible enough to simultaneously connect to multiple systems in order to provide the best customer service.
Businesses looking to provide outstanding CX must find a solution that can handle multiple languages, call flows and voice channels simultaneously. They need an efficient way to connect to multiple platforms and orchestrate the call flows between them while still being flexible to switch between platforms to meet the requirements of the contact center.
AudioCodes VoiceAI Connect: orchestrating voice-enabled conversational AI services
This is where AudioCodes can help. VoiceAI Connect is a unique solution that facilitates the voice-enablement of Conversational AI services including voicebots, agent assist, intelligent IVRs and much more. VoiceAI Connect brings together any conversational AI platform, STT and TTS engine and any voice engagement channel to deliver state-of-the-art automated voice solutions.
VoiceAI Connect works with any contact center solution, whether on-premises or in the cloud. It’s available as a fully managed service and as a self-service SaaS solution to support any deployment, integration or regulatory needs.
Contact our expert team today and let us help you elevate your customer experience, drive loyalty and stay ahead of the competition. Customer Insights and Analytics: 2023-24. Metrigy.
This article was sourced from AudioCodes, https://blog.audiocodes.com/conversational-ai-and-automation-are-key-players-in-the-modern-contact-center
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