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Voice automation: The key to transforming routine conversations into contact center savings
September 03, 2024 • 4 minutes
As customer expectations continue to evolve, it’s crucial for brands to embrace voice automation to deliver efficient, personalized, and engaging experiences at scale. We’re not just talking about smart home devices with voice control or saying “Hey Google” to complete a search or other task in voice channels. Whether it’s a retail business using an AI voice bot to assist customers with delivery status updates or a support team expanding to 24/7 support coverage by integrating voice AI, there’s a huge variety of use cases for voice automation across all industries.
By automating voice intents, brands can unlock a wide range of benefits that improve customer satisfaction and operational efficiency. Below, we’ll walk through the key benefits of voice automation, and how to realize them using LivePerson’s Voice AI solution.
The value of voice automation: What are the benefits?
More authentic engagement
Voice automation allows brands to create human-like interactions over the phone or on a messaging screen, customizing conversations to provide natural and engaging experiences. By automating routine tasks, brands can deliver authentic and personalized support at scale.
Platform flexibility
Voice automation solutions can seamlessly integrate with existing systems, providing a flexible and adaptable platform that can evolve with your business needs and digital channels. This flexibility ensures a smooth transition and minimizes disruption to your current contact center operations.
Enhanced understanding of customer intent
Leveraging advanced natural language processing and machine learning for speech recognition, voice automation enables a deeper understanding of customers’ intents and sentiment within spoken language. This enhanced understanding allows for more accurate and efficient resolution of customer requests and troubleshooting requests.
Real-time call transcription
Voice automation solutions offer real-time phone call transcription, providing accurate and immediate access to conversation content. This feature enables faster issue resolution and facilitates data-driven decision-making.
Robust integrations
Voice automation integrate seamlessly with your existing IVR, telephony, CRM, and other systems, ensuring a cohesive and streamlined customer experience across all touchpoints.
Voice analytics
By transforming voice conversations into actionable insights, voice analytics empowers brands to continuously optimize their automation strategies, identify areas for improvement, and make data-driven decisions to enhance the overall customer experience.
How LivePerson’s Voice AI unlocks the value of voice recognition and interactions
LivePerson’s Voice AI is a groundbreaking solution that harnesses the power of conversational AI to revolutionize customer calls. By leveraging a suite of advanced tools, Voice AI enables brands to deliver human-like, automated experiences across the largest and most costly consumer channel.
Recognized by Fast Company as one of the World’s Most Innovative Companies in 2024, LivePerson is at the forefront of bringing the power of artificial intelligence and automation to the digital customer conversation. With Voice AI, LivePerson continues to push the boundaries of innovation, setting new standards for the next generation of omnichannel customer engagement and reshaping the way businesses connect with their customers.
Unified omnichannel experience
Voice AI allows brands to use voice bots in the same manner as messaging bots, creating a consistent and seamless omnichannel experience with added accessibility. By expanding the reach of automation across voice and messaging apps, brands can optimize their conversational strategies and deliver exceptional customer experiences.
Generative AI-powered voice bots
Our new LLM (Large Language Model) voice bot simplifies voice bot capabilities by leveraging advanced Generative AI tools. This cutting-edge technology enables more natural, warm, and efficient voice experiences while reducing the effort required to build and maintain automated assistants. With robust system integrations and data protection, Voice AI ensures a secure and seamless deployment.
Driving contact center success and savings with voice automation
Implementing voice automation can significantly improve the efficiency and effectiveness of your contact center services and operations. Here are three key ways LivePerson’s Voice AI solution can drive success and savings:
Reduce voice channel expenditures: By automatically handling routine support calls, Voice AI frees up human agents to focus on complex issues, reducing cost per call and optimizing contact center processes and resources.
Improve customer omnichannel experiences: Voice AI enables brands to deliver more natural and efficient IVR experiences. For example, you can quickly add commands or instructions for conversation shifting (a type of call reduction) to address customer inquiries quickly and accurately. This results in faster resolution times, improved customer satisfaction, and a seamless omnichannel journey.
Boost agent retention in the contact center: Voice AI alleviates the burden on human agents by handling routine tasks, enabling them to focus on more engaging and fulfilling customer interactions. This leads to reduced contact center attrition, improved agent satisfaction, and enhanced operational efficiency.
The key to more conversational insights, more productive agents, and happier customers
Voice automation platforms have taken a significant leap forward in their ability to help businesses offer more personalized and responsive customer experiences. This in turn not only streamlines customer service operations, but also sets a new standard for what’s possible in customer-facing voice interactions
By leveraging LivePerson’s Voice AI solution, brands can streamline conversations, deliver exceptional omnichannel experiences, and drive continued business success in an increasingly digital world.
Learn more automation tips in our playbook about unlocking your contact center’s potential
