Real-time voice engagement is a powerful tool for transforming customer experience and lowering regulatory compliance costs. But it is critical to understand what it entails. This article explores four significant aspects of VoC: specific, common goals, AI-enabled voice bots, and cross-functional collaboration.
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Reducing Regulatory Compliance Costs
Reducing regulatory compliance costs can be challenging, particularly for life insurance carriers. However, as regulatory oversight increases, monitoring and measuring the effectiveness of every contact made is essential. The use of real time voice engagement is one method for doing this. This technology allows insurers to measure and report their compliance levels, helping them reduce costs.
Live, Active Engagement
Live, active voice engagement is the status of a voice engagement. This differs from being placed on hold or allocated to a particular agent. Instead, it’s an option that only voice engagements have. This feature makes it easier to set and monitor the status of a voice engagement without changing the underlying system.
Live, active voice engagement helps you convey your message more effectively. This approach is beneficial for your SEO efforts and web metrics. It enables you to develop a more personal relationship with your audience, increasing your chances of turning them into paying clients or leads. The active voice also helps you get your point across with fewer words.
Contextual Engagement
Mobile and digital channels are changing the rules of business. Consumers are becoming more agile than ever before, and the speed of decision-making is increasing. As a result, they have many different channels to interact with brands. If they do not find the experience relevant or exciting, they are more likely to switch to a competitor.
Mobile-enabled channels offer an opportunity to create personalized, contextual experiences for customers. For example, mobile banking users might segment themselves by their preferred social network. Similarly, a bank customer might define their identity through passwords and apps. Then, the customer can use an in-app direct calling system to convey their context to a bank chatbot or contact center.
With AI-enabled voice solutions, customers can now self-service through voice. In addition, voice bots enable real-time interactions. Another advantage is that they can take various forms, including online and mobile applications.
AI-enabled Voice Bots
AI-enabled voice bots can be a powerful tool for customer service. Using natural language understanding (NLU) techniques, voice bots can understand what customers are saying and anticipate their needs. While a voice bot may not understand human speech completely, it can learn from experience and improve its accuracy and predictability over time.
AI-enabled voice bots can reduce the need for live agents for routine tasks, such as answering basic questions. They can also automate repetitive tasks and help improve customer service. This is especially useful for banks, as they can train an AI voice chatbot to recognize fraudulent activity and reduce the risk of fraud.
Cross-Functional Collaboration
A team of individuals working on a project with diverse expertise is known as cross-functional collaboration. For fun, consider launching a new product using your marketing team’s personnel solely. After that, envision releasing the same product with a salesperson and developer on board. It is simple to understand why cross-functional cooperation might be more successful. The pandemic’s recovery presents an opportunity to introduce official communication technologies that may convey concise messages and maintain connections among all organization members, including frontline employees. Frontline employees will be encouraged to collaborate across functional lines, which will strengthen values and foster a sense of unity. Additionally, it provides a forum for desk-less employees to give feedback on new procedures. Businesses can make better judgments and respond rapidly to changing circumstances because of the two-way dialogue.