Inside the Quality-First Contact Center

10 Ways to Utilize VoiceBot in your Business

Blog_CallZilla_10Chances are you’ve interacted with a VoiceBot at some point, whether that be calling your doctor’s office or asking Alexa for the weather. VoiceBots have made their way into our everyday lives, as they make routine tasks more efficient. Here are some ways you can incorporate VoiceBots into your own business for efficiency, but also cost savings: 

1. Self-Service IVR

  • Using a VoiceBot for intelligent inbound call routing, your customers can have a more interactive experience with your IVR (or interactive voice response system). This could be as simple as adding the option to say a number in addition to pressing it to get where they need to go, and your VoiceBot will convert their response from voice to text and push them through the proper channel. You could also give your customers a more conversational experience, asking an open-ended question on the purpose of their call, and programming the VoiceBot to analyze their sentence according to your business rules.

2. Tier 1 Support

  • Whether your helpdesk program is inbound or outbound, a VoiceBot can help serve as tier 1 support and leave your agents available for more complicated scenarios. For example, if your department receives a lot of the same troubleshooting requests, you can replace that agent’s monotonous task with a VoiceBot who can walk customers through the simple process. “Did you try turning it off and back on?” If this doesn’t solve their issue, the VoiceBot will transfer the call to a tier 2 Agent. This not only gives you cost savings, but also increases employee satisfaction when your Agents are working on more complex projects that are more mentally stimulating.

3. Automated verification

  • Similar to the tier 1 support option, information verification is perfect for those departments that have to verify the same information from each customer on every call before they can proceed with the conversation. Having a VoiceBot verify your customers’ name, phone number, and date of birth for example is more efficient for both the customer and the Agent. The bot will transfer the call to a live agent after verification, and your Agents can spend their time on the more important aspects of these phone calls.

4. Information Capture

  • This option could be used as an inbound process similar to automated verification, or as an outbound campaign to capture missing personal details on your customers or sales leads. The VoiceBot can automatically call customers to request information such as their email address, age, or more details on their issue. As an example, if a customer fills out a form on your website but doesn’t complete the required fields, the VoiceBot can make an outbound call to request that information, translate it from speech to text, and send the information to you in a report. Another use for this could be if you have a list phone numbers for sales leads but would like to run an email campaign, the VoiceBot can automatically call these leads to request their email addresses.

5. Credit Card Capture

  • With heightened privacy concerns, some customers feel uncomfortable giving their sensitive information over the phone (like a credit card or social security number). Although our Agents go through PCI compliance training, a VoiceBot added to this process could give your customers that added level of comfort. Our VoiceBot is also PCI compliant, and Agents can send the customer to the bot just for this information capture process where the Agent is not taking data directly. The VoiceBot then transfers the call back to the Agent for the remainder of the call and inputs that data in the appropriate system/fields.

6. Pre-Qualification

  • There are certain programs or offers that only apply to a select amount of people, and Agents can get bogged down in the qualification process. Instead of investing time and money in these types of phone calls, implement a VoiceBot who can take over this pre-qualification process for you. The bot can be programmed to ask the caller a series of questions and based on their responses they will move through the predetermined flow. If they qualify based on those standards, the bot can automatically transfer them to an agent or schedule a call back. If not, the bot can go ahead and inform the customer accordingly.

7. Outbound Campaigns

  • Notify customers of a current promotion and gauge interest; Reach out to customers who left an item in their virtual shopping cart to see if they need assistance; Check-in a few days after a customer service call to see if they need additional support; Promote an upsell for a product that you see they purchased on your site. No matter the content, outbound campaigns have one thing in common: low response rate. Most people are weary of answering calls from unknown numbers or prefer other channels of communication in general. Don’t waste your money hiring agents to manually dial for your outbound campaign that gets a 5% response rate. A VoiceBot can do all of this for you, while making multiple call attempts at the same time. You can also set business rules for the bot to call the same number a certain amount of times on a designated timeline if they aren’t answering (ex. 3 call attempts over 3 weeks).

8. Event RSVP

  • Collect RSVPs for your upcoming webinar, conference, or wedding. Invites can get lost in the shuffle when sent via mail or email, and a VoiceBot can serve as an additional layer of assistance. The bot can automatically call guests who have not yet RSVP’d online to remind them of the event and get a response from them. The response can be translated from speech to text, and automatically updated in your system. The bot can also transfer them to a representative if the response requires more of a conversation.

9. Customer Satisfaction Surveys

  • A quality customer experience can only be measured on the customer’s perception of that experience, so it’s important to measure this metric for every side of your business. Whether it be customer service or sales, it’s beneficial to know how your customers feel about their interactions with your team or bots. A VoiceBot can be implemented at the end of a call to ask a series of satisfaction related questions. Depending on their initial responses (being more positive or negative), the bot can go through different flows to get more details. It can even offer the customer the option to leave a voice message for the team to review. This is not only more efficient, but it also gives the customer a more comfortable space to share their true opinions, which can be harder with a live representative.

10. FAQ Bot

  • Your customers have questions, and our VoiceBots have answers. Similar to navigating an FAQ page on your website or interacting with a ChatBot, you can program a VoiceBot to give customers an option to pose their most frequently ask questions. The most advanced versions of this service would be Amazon’s Alexa or Apple’s Siri, but a simpler version can be created for your business too. If you already have an FAQ page, the set up would be that much easier. You can either pre-record voice responses or use the VoiceBot’s text-to-speech technology to translate your written FAQs into a human-like conversational voice response.

To implement one or more of these options with Callzilla, contact us here.

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