Customer Service and the Voice of Your Customers and Team
By Katrin Zieren, Business Development Consultant
The communication habits of your customers have changed and are changing yet. They are increasingly using voice for entries rather than typing. They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to smart speakers like Amazon Alexa or Google Home. Or – wow, this is amazing 😉 – they are using their mobile phone to call your service centre.
What’s the impact on your customer service? It’s not complicated. Just consider voice as part of your strategy when you want to offer self-service, whether if it is for your clients or your team.
The good news is that the natural language understanding (NLU) solution of Creative Virtual, or let’s say “the brain of your self-service supply”, does not really care about the input type. It is processing text and there are different possibilities to convert speech to text (STT) and text to speech (TTS).
Now, let’s take a look at the different possibilities of speech conversion:
On mobile devices, speech recognition and language generation are built-in features under full customer control and no further integration is needed. So, if you have, for example, a chatbot on your website, users can use the voice capabilities of their mobile device to ask their question. You don’t have to consider anything. The device converts speech to text and the outcome is the same as if the user would type into the entry box.
A variety of smart speakers, like Alexa, Cortana or Google Home, can be integrated with our self-service virtual agents. For example, Virtual Agent Roger for Rest is available on the web as well as through Google Home. The Virtual Agent for Transport for NSW uses Alexa to let the user know if there are any issues on their commute at that time.
If you want to offer phone as a contact point for self-service, you need STT and TTS. We have a very big partner network for this technology, and can integrate with any other third-party system of your choice, provided they have a full featured API. Also, Interactive Voice Response (IVR) and avatars with lip synchronisation are covered by our partners.
So this Customer Service Week, make sure your support strategy fits with your users’ communication habits. Are you enabling them to self-serve within their channel and language modus of choice?
If you want to learn more about our voice solutions, just schedule a live demo with us.