A new AI start-up has come forward with a customer support automation system that uses voice interactions with the aim of revamping customer interaction processes. The system employs AI and speech recognition capabilities that ensure all interactions with customers are completed via automated voice calls while still giving customers a human feel.
In light of rising consumer expectations and supporting query levels for businesses across various sectors, conventional call centers can pose a challenge in terms of high costs, waiting times, and poor levels of service. The newly launched solution has been designed to overcome these issues by allowing businesses to automate a vast number of voice support operations.
Solving a Critical Business Pain Point
Today’s business landscape
Customer service is one of the most labor-intensive tasks for companies during their period of growth. It is costly to hire and maintain qualified customer service agents in addition to dealing with a sudden surge in calls on a typical customer service day. The voice platform is designed to run 24/7 to enable a business to process thousands of customer calls at a time.
The startup also claims the service is capable of dealing with common queries such as order tracking, scheduling appointments, billing-related queries, service queries, and troubleshooting. The startup believes it can assist in improving the more complex conversations in which a human is involved.
Functioning of the Platform
The voice automation technology leverages conversation models of artificial intelligence that are trained from various data sets and enable real-time understanding of the intent, context, and meaning of the voice of the customers. The customers are able to speak naturally without following any IVR menu or commands.
It can be fully integrated with the current CRM platforms, ticketing solutions, and business databases. It enables it to access information such as the status of orders, accounts, or services in real-time while customers make calls. It is also capable of opening tickets, updating customers, and escalating calls to customer service representatives when needed.
One of the most notable aspects is the support for various languages. The AI is capable of speaking in various regional as well as international languages, thus acting as a major plus for companies that operate on various geographies.
Built for Various Sectors
The startup has marketed this platform for being flexible enough for usage in e-commerce, fintech, healthcare, travel, telecom, logistics, and SaaS. The initial customers for this platform pilot have been e-commerce businesses, which automate the after-sales process, fintech businesses that manage customer identity and transaction queries, and healthcare businesses for appointment booking and reminders.
In regulated industries, the platform comes equipped with tools and functionalities like call recording, audit trails, and response frameworks to name a few, so as to ensure compliance with industry standards and policies.
Quantifiable Contributions to Cost Savings and/or Increased Efficiency
Early implementations have shown great gains on the front of efficiency. Companies operating on the platform have witnessed a reduction of 40-60% in customer care expenses, along with enhanced customer satisfaction ratings and speedy responses to customer queries. By processing a high volume of calls on peak times, AI systems have ensured that companies don’t have to employ additional staff.
Scalability-wise, the system provides startups and mid-sized businesses the capability for extended voice capabilities similar to that of enterprises without necessarily setting up call centers.
Privacy, Security, And Responsible AI
The startup emphasized its commitment to data security and responsible use of Artificial Intelligence. The customer conversations are encrypted, and organizations are able to set data retention policies according to their requirements. The platform aims to be bias-free, providing identical responses to clients.
However, human supervision is also an integral part of this system. Companies can log and review call recordings, track the performance of AIs, and refine processes to enhance precision and consumer satisfaction.
AXE DESIGN
With voice interfaces re-emerging in renewed focus, along with chat-based AI, the launch is part of an overall move towards more natural and friction-less customer engagement. In its next phase, the startup will aim to add emotion recognition, proactive outgoing calling, and more analytical capabilities to the platform to better help businesses understand customer behavior and points of pain. With increased competition in customer experience technology, voice-enabled AI-powered automation will play an integral role in helping companies scale effectively and provide faster and more personalized customer service.
