Inbound vs. outbound
Inbound calls are arguably the easiest processes to automate. Customers call with a specific need to access a service and the voice AI is able to determine whether a self-service can be offered.
Although many clients opt to start with inbound processes, it is possible to automate outbound calls. Be aware, however, that outbound calls can be subject to strict regulatory environments such as the USA federal Telephone Consumer Protection Act of 1991 (TCPA) that are in place to prevent the misuse of automation in outbound calling.
As a general rule, we advise clients to start with their inbound processes until such time as end users have become comfortable with using voice assistants for self-service and choose to opt in to receive outbound calls from the voicebot platform.
Voice assistants can, for example, proactively notify clients or customers as soon as an alarm has been triggered in their building site or when an appointment slot for a medical screening has become available. These are beneficial outbound processes that can be easily automated with voice AI.
Another process that is commonly automated with voice AI is call routing. In this scenario, the voice assistant acts as a virtual receptionist to pick up inbound calls quickly and direct the call to a relevant human consultant. By asking the caller a series of structured questions, the voice assistant will be able to redirect the caller with a high degree of accuracy to the appropriate human specialist.
With voice assistants, a caller doesn’t need to navigate complex menus. They can just state what they want, saving time for the caller and offering an improved customer experience.
Voice assistants are able to fully administer surveys. Gather net promoter scores, conduct market research and qualify leads using automated inbound or outbound calls. Design adaptive interviews that vary question patterns according to answers from respondents.
Because of its sophisticated intent detection capabilities, voice AI is also great for FAQ services. Voice assistants can be set up with essential information about your business so if you are getting after hours calls from customers, they can get that information directly from the voice assistant, rather than having to listen to a lengthy recording or being referred away from the call to a webpage. The voice assistant will be able to intelligently interpret the customers’ questions and serve up relevant information.
It might be, for example, that the most frequent customer calls your business receives are regarding your shipping policy. A voice assistant can provide a personalized greeting and answer the caller’s questions interactively. Callers can interact with the voice AI as they would with a human agent.
First line support
Voice assistants also provide effective first line support. If a customer calls with a problem, the voice assistant can automatically make a transcript of the caller’s issue, log it into the support software, arrange a time for a human consultant to be in touch and issue an appointment reminder and invitation via SMS. The human consultant can have complete access to the transcript of the first contact as well as receive the appointment details automatically in their productivity calendar.
Read more about our approach to helping our clients get started with voice AI here.
How Sendit introduced voice AI incrementally