The five steps needed for putting self-service CX and voice AI into action
Updated: Jan 13
The age of AI has arrived, and it's here to stay. Voice AI is one of the newest innovations in the field of technology, and it's poised to change how we interact with computers forever.
The ability for customers (and employees) to interact with a brand via voice-activated devices means that companies can provide better services at lower costs. Here is a detailed five-step framework for deploying voice AI and self-service CX in your business.
Key steps to implementing self-service CX and voice AI
60% of consumers prefer self-service options over talking to a human being when interacting with a brand. People across all generations want access to information at their fingertips. One of the biggest benefits is that self-service CX can reduce costs.
It reduces the time you spend on calls and emails with customers. You can cut back on staff that is dedicated to those activities. And since customers can often find what they're looking for, teams can focus on more time spent on important tasks.
We pulled together the five steps for putting self-service CX and Voice AI into action. Follow these steps to achieve excellence in customer satisfaction and business growth.
1. Understand your customers' expectations
To get the most out of your self-service cx and voice AI initiatives, it's essential to understand where your customers are coming from. Customers' expectations may stem from their past experiences with companies and industries.
Plenty of resources are available online if you need to familiarize yourself with what customers expect as far as CX goes in your industry. Learn what other companies have done to improve their CX for specific groups like millennials.
If you're a bank trying to attract millennials, you'll need to understand that they expect instant gratification and don't like waiting on hold. They also want a simple user experience that doesn't require scrolling through pages of text or hearing an automated recording every time they press call you.
2. Strategize for optimal brand engagement
Customer service has always been a complex topic to tackle. But as technology advances, it's more important that brands provide the best experiences possible for their customers.
If you're considering adding unified communication as a service or voice AI into your customer support strategy, focus on providing a highly engaging CX. You want to ensure that any time someone calls your company for help, they get what they need to feel satisfied with their experience.
Provide seamless access points throughout all communication channels so customers know where and how to find support when they need it most. Ensure that all your customer service teams are trained on properly using these systems.
Many CX and AI systems require extensive training sessions for employees to become proficient in using them efficiently. You should consider holding regular training or adding more training sessions if needed to ensure maximum productivity from your team members.
3. Outline your brand's goals for self-service and voice AI
A good place to start when understanding your brand's goals is to understand your customer's goals. What do they want? What would make them happy? If you can't find an answer, ask them! Then, look at how these needs align with the organization's self-service CX and voice AI goals.
Is your organization trying to grow its customer base by increasing awareness about its products or services? Do you have a great new product that you want more people to know about? Are other outside factors affecting how well customers use self-service and voice AI tools (such as age or location)?
4. Analyze your company's CX problems areas
This process is more challenging than it might sound at first. But if you can break down the problems, you can get to solutions faster and more accurately. You must understand the root causes of these issues to address them effectively.
Identifying these problems can be as simple as asking customers what they want or as complex as conducting surveys and interviews with employees.
Once you have identified the areas that need improvement, you can use this information to create a plan for implementing self-service cx into your business processes.
5. Determine factors that might affect self-service or voice AI implementation
These factors can be as simple as market expectations or as complicated as changing how consumers interact with brands. The key here is to consider how these changes will affect your customers' experience and what you can do to ensure that you meet their needs.
For example, if your company has a new product launch or an exciting promotion, there might be better times to roll out self-service or voice AI tools. It may confuse customers who still need to learn how they work.
While voice AI may seem like a new system, it doesn't have to be. When used correctly, it can make things easier on your customers and your employees—and give them a better experience overall.
It's also important to choose a solution that integrates with other systems. The goal is to ensure that you don't run into any issues down the road by eliminating hiccups and disconnects between the two platforms.
Still, have questions about self-service CX and voice AI? Here are some common questions with answers to give you more information.
What is self-service CX?
Self-Service CX is a technology that allows customers to self-service their problems and concerns when they come up. The idea behind it is to give customers the ability to solve their problems without waiting for a human representative.
What is voice AI?
Voice AI is a subset of artificial intelligence focused on providing human-like interactions through natural language processing and conversational AI. The goal of voice AI is to create a more natural and intuitive way for people to interact with computers, apps, and other devices.
How can I use voice AI to improve my customer experience?
The best way to use Voice AI is through self-service CX. With self-service CX, your customers can enjoy a more natural and personalized experience as they interact with your brand.
Why should I choose voice AI over other channels like chatbots and IVRs?
Voice AI has distinct advantages over other channels, such as chatbots and interactive voice response systems IVRs. It's available 24/7, can be used on any device (mobile phone or desktop), and enables customers to get help faster than any other channel.
In conclusion, integrating voice AI into your CX strategy is a great way to make it more effective. If you want more information about implementing voice Ai within your organization, reach out to us, and we would be happy to demonstrate.
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