{"id":7059,"date":"2022-04-09T01:04:30","date_gmt":"2022-04-08T23:04:30","guid":{"rendered":"https:\/\/deliberate.de\/?p=7059"},"modified":"2022-04-11T01:05:53","modified_gmt":"2022-04-10T23:05:53","slug":"use-case-of-a-voice-bot","status":"publish","type":"post","link":"https:\/\/deliberate.de\/en\/2022\/04\/09\/use-case-of-a-voice-bot\/","title":{"rendered":"Use Case of a Voice-Bot"},"content":{"rendered":"

Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed.<\/span><\/strong>What’s the challenge?<\/strong>When your customers call in to self-service or need an agent, they want to get off the phone as soon as possible. Traditional IVRs are complex menu mazes that are unfriendly to use and confuse customers. This leads to longer agent interactions and increases cost of service for an organizationWhat’s the solution?<\/strong>Deliver a smooth service experience for customers with a bot that intuitively understands customer issues in natural language. It improves contact center operations as agents do not need to intervene for repetitive issues.<\/p>\n

Use Case Overview<\/span><\/strong><\/p>\n

Natural Language Understanding<\/strong> (NLU) allows customers to speak in their natural language without having to repeat specific keywords that may or may not align with the customer’s intent. With the evolving functionality of artificial intelligence tools such as Alexa, Siri, and the like, customer begin to see these types of interactions as the norm. Contact centers are a natural progression into this world of virtual assistants.When a customer can speak naturally, the company can better understand the intent of a customer and then more quickly route the call to a highly skilled agent. Voicebot integration within Genesys Cloud CX enables customers to utilize NLU within inbound synchronous customer interaction flows.Voicebots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Voicebots are always on and available, and can be handed over to an agent at any time needed. While Voicebots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of bots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience.<\/p>\n

Benefits typically include:<\/p>\n

Use Case Benefits<\/em><\/strong><\/p>\n

Explanation<\/span><\/em><\/strong><\/p>\n

Improved Containment Rate<\/p>\n

Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests.<\/p>\n

Improved Customer Experience<\/p>\n

Reduce the time required to address the customer request, handle off-hour contacts, offer immediate options, and improve outcomes.<\/p>\n

Improved First Contact Resolution<\/p>\n

Use NLU to improve the identification of customer intent to serve the customer best. Tailor the customer experience to the individual based on who they are, why they could be interacting, and the status of the contact center.<\/p>\n

Reduced IT Operational Costs<\/p>\n

Reuse of existing assets and the option to use less expensive speech alternatives.<\/p>\n

Summary<\/strong><\/p>\n

Genesys supports a \u201cdesign once, deploy anywhere\u201d concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on voice.During a call, the customer uses NLU to either easily get to an appropriate agent or obtain the information and assistance they need without engaging an agent.The voicebot supports or orchestrates the following capabilities:<\/strong><\/p>\n