19 APRIL 2021

Is AI The Future Of Delivering A Better Customer Experience In A Human-like Manner?

5 min read
According to the "Conversational Artificial Intelligence and Voice Cloning Market" report, by 2025, 30% of big enterprises will leverage conversational platforms both for customer service and improving overall business effectiveness.

As so, one of the main questions is how exactly this evolution will look like. Businesses have been using conversational systems for ages and did not achieve significant success here. What did such tools lack, and is there a way to fix these flaws with new technology?

IVR: a failed attempt to build conversational experiences

The notion of mass b2c voice-based communication was born back in the 1970s when the first call centers came into play. Since then, companies worldwide have invested billions in developing this tool and shrink operational costs. And this is why the Interactive voice response or IVR technology seemed to be a great solution.

At first glance, everything looks perfect: you build a call center, understand the typical questions your customers ask, then replace the human agent with an IVR with a voice menu that allows people to find answers to the typical questions by themselves, while human employees can handle more complex tasks. But this just doesn't work.

It turned out that people hate talking to robots that are not intelligent enough to understand the context of a specific issue and can only switch between predefined scenarios playing pre-recorded voice. Customers hate IVRs, abandon calls routed to such systems, and obviously would like brands to offer a more reliable and user-friendly communication option. And there is such an option: a conversational AI.
By 2025, AI will power up to 95% of customer interactions. And conversational AI is the technology that will make it possible.

Why conversational AI is the future

By 2025, AI will power up to 95% of customer interactions. And conversational AI is the technology that will make it possible. The technology developed by Neuro.net allows the creation of virtual agents. These smart AI bots can understand human speech over the phone or in any other communication environment and generate personalized responses with a human-like voice.

Instead of IVR, where customers can only send voice commands and wait for the result, the conversational AI provides an experience that makes the conversation feel and look natural with only 1% people able to identify the AI. But how is this possible? Let's dive into some details of the technology.

Flexible conversation handling

People need to pause when they speak. The person can forget something or need some time to find out notes or a document. If the bot talks when the human has not yet finished the thought, it will ruin the whole experience. In turn, pauses made by the virtual assistants should not be too long. This is especially important when handling objections that may arise during the conversation. Low reply latency is crucial here, and Neuro.net's conversational AI technology provides latency of 750-1300ms depending on the specific scenario or use case.

Background noise

It may seem simple, but you can quickly tell when you are talking with an IVR: first, you hear the background music, then the artificially sounding voice will slowly repeat available options and command in silence. Instead, when you call the contact center, you always hear some background noise: conversations are going, phones ringing, something may fall even. This is how a real call center looks like.

So, AI-powered virtual agents play similar sounds. This makes every conversation even closer to the talk with a human representative. While using Contact Center AI by Neuro.net one can choose among several options of the background noise.

Random sounds

Random yet well-placed interjections such as "umm" and "aha" make a virtual agent's speech even more human. This is how people talk, so when we hear these familiar sounds, we feel more comfortable. Our AI can adapt to provide exact same conversational experience.

Moreover, the system integrates with other business applications and knows the full context behind every communication, including conversation history. This data is crucial for being always on point and ensuring every interaction has maximum efficiency and adds value to the customer.
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Final thoughts

Conversational technologies help to improve user experience and deliver better results for businesses. Unlike outdated IVR technology that harms the UX and provides low satisfaction for users, conversational AI can handle up to 80% of first-line requests while keeping customers happy. 99% of people can't understand that they are talking to an intelligent virtual assistant, not a human.

As so, brands can optimize their contact center spendings while achieving higher ROI, and keeping customers happier, as they will never have to wait on the phone or struggle with an IVR to get their issue solved.

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