The voice is the very emblem of the speaker, spun into the fabric of speech (John Laver). Speaking is the most common means of communication. According to ComScore, 50% of all searches will be voice searches by 2020. As per Gartner, 20% of all searches will be done without a screen by 2020.
In the era of the fourth industrial revolution, Natural Language Processing (NLP) and artificial intelligence systems make it easier to fill in the gap for a conversational style of warmth and personalization that online shopping lacks.
Why is it important to pay heed to conversational technology?
According to IBM research, annually, 270 billion service calls are made, and roughly 50 percent of first calls go unresolved.
Service providers feel the stress of leaving a customer angry who immediately jumps on to your social handle- to share his agony. Not to belittle the social chatter repercussions if such customer service issues do not get resolved. Social media has now become a direct line to customer service.
The age demands you to have the right strategy, the right people, instant resolutions, and the right technology to help you achieve it.
Here is where Conversational Service Automation has a massive role to play.
What is conversational service automation, and how can it help?
Conversational service automation is the use of digital workers (software robots) who will be able to act as an extended arm of customer service just like a human would. It means you have your digital worker attend to a customer, understand the human sentiment, know what the context of the conversation is related to (aided with data and artificial intelligence), understand the real purpose behind the behavior, and offer instant suiting solutions.
Businesses today retain customer information, feedback, and history. Automation can combine that data insight with intelligent automation technologies like Robotic Process Automation (RPA), data analytics, artificial intelligence, facial recognition, and NLP, forming a lethal combination for offering personalized customer experiences.
Intelligent Automation can today instantly make available data needed by voice agents- making sure they have complete access to customer purchase, transaction history, and support.
When machine learning can support agents with the information they need, it increases the accuracy and effectiveness of dealing with the customer leading to a happier customer.
Recent Conversational service automation: Success stories
Conversations Brew: Evolve Customer Experiences
In this omnichannel world, consumers engage with brands using various paths. If a company has to develop an edge and stay ahead of its game, it needs to re-imagine their customer journeys. Integrating end-to-end customer experiences, and making them personalized, can be a game-changer!
Conversational service automation can take you closer to your goal of creating customer delight. Starbucks has launched voice ordering capabilities within the Starbucks mobile iOS app and Amazon Alexa platform. Customers can order coffee ” on command” and pay for their items before they arrive at the store only using their voice.
There’s more beyond Conversations: A magic genie?
“Alexa, order my groceries.” Amazon’s Echo can tap into Amazon’s product catalog as well as your order history. You can order groceries and have them delivered to your doorstep. You can order frequently ordered items as well as have Alexa walk you through things you’ve never ordered before, without touching your laptop or phone.
Absolut Customer service:
Absolut wants to personalize service from the beginning to the end. When it launched, the Absolut bot offered free cocktails and let you know where the offer ran nearby. Post ordering at a location, Lyft offered you a ride back home. Sharp. The brand launched in limited cities, strategic to where their customer base was, and the concierge-like service experience was a winner in smart and excellent customer service.
“Alexa, can you predict the future?”
Conversational Commerce gains focus:
Imagine the convenience of having a personal shopper. Next, imagine commanding it to deliver nearly any shopping request and having it delivered.
Convenience is an absolute key for the busy, affluent “workizen” who doesn’t have time to stop by your grocery stores.
Convenience and speed are the two effective drivers for conversational commerce.
Here are some interesting statistics about voice assistants- the medium that drives conversational commerce:
68% of people enjoy the services of a voice assistant; out of which 40% use it everyday
30% of people use voice technology when compared to typing.
28% of people want to try the new technology for the sake of it.
29% of people had fun using it.
64% of people loved using voice enabled services in their car.
Google is at the forefront of conversational technology, with a market share of 62%.
Millenials are the heaviest users of voice and for businesses that target this group, it highlights an important engagement path for gaining an edge over competitors. The businesses that have taken the plunge into natural language interfaces early on, will naturally see the rewards of customers gravitating towards them.
In the months to come, enterprises that want to survive the digital transformation need to start investing in intelligent automation using natural language processing. Not only to communicate with customers but to know what they are thinking.
When brands lose relevance, or when they lose touch, they start to dwindle. Stay current. Speak ahead.