In the dynamic digital landscape of today, customers expect seamless, frictionless, and instantaneous interactions across all communication channels. Whether it’s text through SMS or web chat or voice calls, a customer’s journey should be instantaneous and intuitive from channel to channel, with zero noticeable change in the conversation flow and without having to repeat or backtrack at all.
Unified voice and chatbot integration do exactly this. By allowing customers to switch between or even combine automated text interactions with live and/or automated voice calls, businesses can achieve superior CX, remove unnecessary friction, and connect every available support channel to every other.
Chat and Voice Bots: The Power of Integration
Chatbots are a familiar sight in the modern communication channels landscape, be it responding to routine queries, sending alerts and reminders, or assisting with basic troubleshooting or problem-solving. Voice bots, on the other hand, are becoming much more human-like with advances in natural language processing technology and can also handle a host of use cases – from booking an appointment to confirming a payment to troubleshooting device settings, for example.
SMS, Chat, and Voice: A Seamless Connection
Allowing conversations to be picked up, continued, and handed off from one channel to another is not the only advantage of this unified communication system. Users should also be able to change between channels – in case of special requirements like a longer call or more complex troubleshooting, or just in case they prefer it – without losing any conversation history or repeating any steps. If, for instance, a customer begins a troubleshooting process on a chatbot, they should be able to switch to a voice channel to continue that conversation with a bot or an agent.
Escalating to the Voice Channel
Although not all interactions are going to be passed to a bot, even with the most sophisticated AI, some interactions will require the attention of a live agent or human being. Escalations can be made smart by first recognizing during a chat conversation that a more complex human-to-human interaction is needed.
Scaling for Enterprise Needs
The enterprise benefits of an integrated approach to conversational AI are many, but they first and foremost help businesses scale up or down efficiently and seamlessly. For large corporations or SMBs that rely heavily on customer support, automated customer support interactions can help manage large query volumes easily and across the three main channels. Bots can help automate much of the routine customer support or troubleshooting functions, and also help escalate issues that need human attention.
Conclusion
Unified and integrated chat and voice bot systems are the future of customer support and business communication. They bridge every channel to every other channel so they can start or continue a conversation on any channel, easily switch channels without having to repeat or lose information and route support queries to live agents only when it’s the right thing to do.
Call our experts at DSNL today and take the first step to transforming the way your customers and clients engage with your business or brand.
