Voice Assistants to Human Hot Transfers: The Future of Inbound Calls!

In today's fast-paced business environment, offering outstanding #customerservice is critical for businesses that want to thrive.

Inbound calls are critical for answering consumer questions, resolving difficulties, and developing long-term partnerships. Businesses are increasingly looking for new methods to simplify their customer service operations as #technology advances.?

Inbound call automation via voice assistants with a #humanhottransfer is one such option that is revolutionizing the customer service business.?

?? This article explores how GenieTalk’s cutting-edge technology:

• Handles Inbound Calls like a Pro
• Transfers them seamlessly to human agents in run-time when required
• Keeping the customers engaged.

Calls Automation with Voice AI

In general, consumers are not entirely conscious of the terms they pronounce when speaking to a contact center. The major problem is the ‘INTENT’.

This is where automation enters the picture, #nlp assists #IVAs in determining the purpose of saying a certain word. One of the most important features of a speech bot for a call center business is intent analysis.

Inbound V/S Outbound

Outbound calls and inbound calls automated through voice assistants represent two distinct approaches to customer engagement and support.

i) Outbound calls typically involve proactive outreach by businesses to existing or potential customers for various purposes such as sales, marketing, or surveys. It leverages voice assistants as proactive tools to initiate customer engagement.

ii) On the other hand, Inbound call automation with voice assistants focuses on handling customer inquiries and resolving issues when customers proactively reach out to the company. It ensures seamless and efficient #customersupport when customers seek assistance.

Understanding Inbound Calls Automation through Genie Voice Assistants

• First-Hand Support- Customers can also get great first-hand assistance via voice assistants. If a consumer calls with a problem, the Genie Voice Agent effortlessly transfers the conversation if it is unable to manage it or schedules a call with a human consultant to get in touch and fix the issue.
• Call Routing- Call routing is another task that is frequently automated with Voice Assistants. In this instance, the voice assistant rapidly answers an inbound call and transfers it to a relevant human consultant to provide a resolution with a higher degree of accuracy.

?? With #GenieVA, a caller can skip the complex menus also called #ivrsystem which were largely used in traditional times.

• Handling FAQs- Voice Assistants are especially ideal for addressing FAQs in real time due to their superior intent-detecting skills. They are pre-trained to manage after-hours consumer calls and provide appropriate information as a solution to their questions.

Human Hot Transfer: Balancing Automation and Human Touch!

While voice assistants are excellent at handling routine inquiries, there are instances where human intervention is necessary. In such cases, the concept of "human hot transfer" comes into play.?

The hot transfer allows the voice assistant to seamlessly transfer the call to a human representative when it identifies the need for a higher level of assistance or complex issue resolution. This hybrid approach ensures the benefits of automation while still providing the human touch when required, striking the right balance between efficiency and personalized support.

Conclusion

Virtual agents should be used with the human agent’s assistance in your inbound customer services strategy to guarantee that your company is one of the businesses that these individuals return to.

We’ll conclude by listing out the three major benefits of utilizing voice assistants for inbound customer services-

• Scalability: Handling large call volumes, and seasonal surges in calls.
• Cost Savings: 2023 is all about selecting only the Quality solution, saving the maximum business costs.
• Customer Experience: An elevated customer experience is what brings you the Conversions ultimately.

Contact us to learn more about the possibilities of speech bots in inbound customer care automation. We’d be happy to assist you.

#ai #voiceai #voiceagent #genietalk #genieva #automation #solution #q3 #2023trends