Companies in every sector are changing their methods of business and customer handling. They are going digital from in-person communication, and this transition demands companies to switch to AI-powered text-to-speech bots from rule-based ones.
Artificial intelligence has proven to be very useful in improving customer satisfaction. Furthermore, everyone knows the importance of customer satisfaction for higher revenues, and AI has made this job easy for companies.
How Chatbots work
Voice chatbots use vocal inputs and outputs to communicate. These chatbots utilize verbal language recognition technology to interact through conversation. Two types of voice bots are there. One is hybrid, mainly text-based but has a voice recognition layer. It supports both voice-based and text-based conversations. Another is the bot that operates via vocal communication only, like Google Assistant or Amazon Alexa. They operate from audio devices. However, these are general assistants. Now, the customer experience industry offers more specialized AI-powered voice chatbots.
As far as AI-powered customer service is concerned, AI voice chatbots are very effective. From booking tickets to integrating B2B service, they help customers, making a customer happy with the business and a company more trustworthy.
What are AI text-to-speech bots?
An AI-powered chatbot is software that helps build communication between companies and customers to resolve problems or queries. The communication channel can be a website, an app, or social media.
AI voice bots use Natural Language Processing, Natural Language Understanding, dialogue management, and Machine Learning technologies to support customers. These are AI subsections to deal with human and machine interaction processes.
Text-to-speech bots with artificial intelligence power can now improve themselves based on conversations. They approach customers more personally. An AI that you can talk to is like a human, and it interacts with better accuracy and speed in understanding the customers’ intent. It does not sound robotic. Thus, AI-powered customer service has emerged as an inherent part of the customer service industry and will grow further.
AI chatbots are helpful for all sizes of businesses and industries with a standard click-through rate.
The power of AI voice bots cannot be ignored at the present date. Business giants across the world have already adopted AI-powered customer service.
Do Customers want AI-powered Chatbots?
Chatbots are already famous for customer experience these days. Study shows that almost 70% of customers across the globe use AI voice-based chatbots now. They also prefer it for business deals and purchases and are satisfied with companies providing this option for help and support. As 90% of global communication is made through voice, voice-based customer service has created a space for itself.
The voice-based bots offer a hands-free service to the user. Voice recognition technology is known to almost everyone, thanks to voice assistant devices and smartphones. Chatbots are 24/7 services; they do not sleep or take leaves and can attend to many people at once.
There are cons too
Chatbots, even with artificial intelligence, cannot replace human beings. The rapid growth of voice-based AI bots is, in one way, a danger to human teams, and there is an idea that AI bots can ultimately replace humans.
Nevertheless, what if a chatbot malfunctions or misunderstands? Then the customer will need human support to step in. Moreover, different customers need different support or service, and customers may not always prefer an automated support system when they face serious problems.
The concerns
The chatbot may be a threat to privacy also. Customers may not feel their data is secured using an AI-powered chatbot, and many are unwilling to share their private information or make payments via this technology. Some people even do not find much difference between the IVR and chatbot. IVR is the automated voice response that often irritates people. Though an AI bot is much more improved, it may act like IVR when the AI technology fails.
Conclusion
So, whether customers want AI-powered text-to-speech bots or not depends on a specific situation or the customer himself.
