Giving employees a voice-enabled assistant to answer calls, take orders, and keep reservations up to date, will shorten the line to the front desk in your lobby and result in greater employee satisfaction.
3. Agent assistants in contact centers
When the pandemic hit, contact centers experienced unprecedented call volumes, agent burnout, and customer frustration. Since then, labor shortages, the necessity to work from home, and a new focus on quality of life and work have left call centers understaffed and overloaded.
Voice assistants bring great efficiencies to contact centers. They can make real-time decisions, answer follow-up questions with ease, and quickly transfer calls to the appropriate agent when the human touch is required. Once the call has been transferred, the voice assistant can provide the agent with all necessary information about who the caller is and what they need help with. Adding a layer of AI to the call center increases efficiency while decreasing caller annoyance with having to repeat answers to questions that were asked earlier in the call.
Legacy IVR centers with their complicated and multi-layered menu systems have done little to alleviate the friction. Voice AI technology is already stepping in to take over the initial call response and route customers to the right service center agent.
The next step in this improved user experience is to assist the agent during the call. Using machine learning and AI capabilities, the voice assistant can perform a variety of functions, including:
- Providing the information already shared by the caller
- Suggesting solutions, products, and other helpful actions
- Detailing customer history, purchases, and previous calls
- Providing real-time transcriptions—even as the caller and agent are talking
- Archiving accurate call transcriptions with topic identification to inform business decisions
Consistency in customer service is essential for call centers, and voice assistants can do the heavy lifting to reduce wait times and provide faster, more accurate service while making call center agents more effective, less stressed, and more likely to remain in their job.
4. Information hubs for field service
The deskless workforce is underserved by technology advancements. Due to the mobile and hands-on nature of their jobs, many field technicians are still taking notes by hand or referring to paper manuals to complete installation or repairs.
In a world where workers’ hands are always busy and keeping focus on their work may be a matter of job safety, voice assistants provide the hands-free, eyes-free interface they need to make their jobs easier, more efficient, and safer.
During field service calls, technicians may be required to take note of conditions or record specific measurements. This may require removing gloves to make notations or quickly scribbling notes to avoid taking their hands out to the job they are trying to do. A voice-enabled device allows them to do both while increasing accuracy and efficiency.