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Smart virtual assistants – the next big trend in UCaaS

Updated: Jan 13, 2023

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The recent pandemic has changed the way we live and work, and apparently – the way we communicate. Today, Unified Communications as a Service (UCaaS) has taken the edge off - due to the accelerated move to the cloud for the majority of companies, no matter their size. UCaaS is the main driving factor for businesses to become agile and grow.

It is estimated that around 70% of organizations will adopt some form of UCaaS solution in the next 2 years. These solutions include enterprise telephony, online meetings and instant messaging. This imposes the introduction of hybrid work using a UCaaS that is consistent for users across all platforms. Along with that - almost 40 % of the companies plan to introduce AI into their Unified Communications (UC) applications. AI-based voice technology can automatically record and transcribe conversations, and can efficiently respond to customer inquiries.

Smart Online Virtual Assistants can enhance UCaaS channels

Communication channels have become a prime means for sales, services, and engagement in telecom. Today - a smart virtual assistant can maintain effective online customer support levels, especially in real-time. The smart virtual assistant uses artificial intelligence, natural language processing, and machine learning to extract information from conversations, to recognize and process them accordingly.

New Revenue Stream

Eliminating Human Resource Constraint Problems

Online Customer Support - Many of the first-line technical issues that happen daily are standard and repetitive. Smart virtual assistants can effectively resolve the initial troubleshooting phase. For instance – they can provide information about ongoing maintenance works and outages, log all incidents and requests, and update and prioritize tickets for human agents. The assistants can perform system health checks, run trace tests, providing service-specific and general regulatory information.

Flexible and Autonomous Response – Some simple customer queries can be resolved without any human intervention. Chatbots are a trustworthy tool at the self-service portals since they can provide proactive assistance. For instance, they can perform data lookups, run simple service diagnostics tests, or change different settings (e.g., toll-free numbers accessibility). Smart virtual assistants can redirect more complex issues to human agents, pre-populate tickets for them, and set priority statuses. Also, enterprise-scale conversational AI can provide agents with predictive or pre-written answers in real-time and assist with information retrieval.

Personalized and Engaging Services - Smart virtual assistants, connected to a machine learning or deep learning algorithm, can provide highly personalized recommendations to the customers (e.g. new products, or subscriptions). The UCaaS providers can utilize innovative personalization tools to analyze the customers’ usage of prepaid and postpaid services. By using background data collection and limited customer interactions, the algorithm could collect insights into different usage patterns and preferences. Based on the collected data, the provider can run personalized promotional campaigns for different subscriber tiers and boost sales.

Smooth Resolution of Complex Cases - As mentioned above, intelligent AI virtual assistants can empower human operators with multiple features. Through conversation, the voice assistant can collect and then transmit different information to the human operators: customer and account information, technical devices specification, description of issues, resolution approach applied etc.

The advanced virtual assistants possess natural language processing (NLP) capabilities, enabling them to understand the key terms from unstructured written or spoken conversations and summarize them for the human agent. Thus, the customer won’t need to repeat the same things when connected with the agent - and the query will be immediately routed to the right department, eliminating the interactive voice response (IVR) menus.

Unified Service Channel – companies can reach their customers via social media, websites, voice assistants, mobile apps, and IoT devices. It is the right time to take advantage of these emerging opportunities. In 2020 McKinsey revealed that global telecom operators in the top quartile signed up 50X more customers online than those in the bottom quartile. They did this by applying a combination of digital channels to attract, convert, engage, retain, and renew customers.

How can we help you?

Voice-based assistants by Onvego can be trained to handle common account inquiries, such as data usage checks, paying bills, activating plans and managing contracts. They can reduce wait times by handling hundreds of calls simultaneously, while the customers gain better control over their accounts.

Onvego smart voice assistant when applied in UCaaS can bring multiple benefits:

  • Eliminating the Interactive Voice Response (IVR) - providing a self-service for customers to access the information they need - without the assistance of a human operator.

  • Steady Brand Customer relationship – providing the best customer experience and giving your brand a warm, friendly voice.

  • Identification and Verification of the callers against the records in your database.

Feel free to contact us for a quick demo on how to introduce a smart voice assistant into your daily operations.

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