customer experience IVR resources

Voice Assistant Technology and its Part in Customer Service

Once relegated to the realms of sci-fi and seemingly far-fetched movie plots, voice assistant technology is now a huge part of the customer service experience. It works inconjunction with your Interactive Voice Response, known as IVR, to increase efficiency in your company’s communication, making it ideal for customer experience strategies.

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What is Voice Assistant Technology?

IVR is an automated technology which allows communication between human and computer. It is an efficient way of exchanging information especially within customer service organisations where there is a high volume of calls, such as banks, telecommunications, insurance companies, healthcare and retail services. For many customers, IVR is able to solve or help address their problems or queries without the need of a live agent. SInce it is automated, it can be used outside the traditional 9-5 working hours of most companies.

IVR typically works to narrow down a customer or client’s query. If they need further assistance the technology can be used to direct them to the right specialist or department. Many IVR systems can allow the caller to request a callback, rather than waiting in a queue, saving time for both parties.

IVR is an efficient form of customer service that can reduce your company costs, while maintaining a helpful solution-driven service to your customers.

 What Does This Mean For Customer Service?

Voice assistant technology is everywhere. It’s no longer just being used by major corporate companies, but smaller brands are jumping on board as well. Consider SoundHound, a music discovery app. Soundhound now uses voice activation for customers to find or search music and add songs to a Spotify playlist, all hands free.

The technology is also playing a major role in healthcare industries. It can even increase the quality of life for people suffering from Alzheimer’s by way of a ‘digital assistant’, which can provide services such as daily reminders for medication, or reminders for household duties such as turning off the lights. A voice-activated digital assistant can also be a source of entertainment, as well as being able to monitor patient information – which can help put family members at ease. It means help is always on hand – even when a healthcare professional is unavailable.

How To Make Interactive Voice Response Work For Your Company

Your customer service is the ‘voice’ of your company. Therefore it is crucial to carefully consider your approach to voice assistant technology to best serve your existing and future customers. Find an approach which works in line with your company and is the best way to represent your organisation.

IVR doesn’t need to be expensive either. The spread of voice assistant technology has reduced the costs of implementation as well as providing numerous options to best suit your needs. In any case, the benefits outweigh the cost as it helps streamline processes and create more efficient communications.

Interactive voice response is the future of client service. The technology not only can reduce company costs but also provide invaluable assistance at any time of day or night.


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