Introduction to Sprinklr Voicebots

Updated 

3 months ago

Introduction to Voice Bots

Voice bots are advanced conversational agents that leverage artificial intelligence (AI) and natural language processing (NLP) to interact with users through spoken language. Unlike traditional chatbots that rely on text-based communication, voice bots can understand and respond to human speech, making interactions more natural and intuitive. These bots are designed to handle complex tasks - from answering customer queries to performing complex transactions, all through voice commands. Integrating voice bots into your customer service strategy can enhance customer satisfaction, reduce operational costs, and improve overall efficiency.

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Advantages of Using Voice Bots

Deploying voice bots in your support architecture offers advantages such as -

  1. 24/7 Availability - Voice bots provide round-the-clock support, ensuring that customers can get assistance at any time, without the availability of human agents. This helps in prompt issue resolution and higher satisfaction rates

  2. Cost Efficiency - Voice bots can handle a large volume of interactions simultaneously, thus reducing human intervention and operational costs. As bots manage repetitive and straightforward tasks, human agents to focus on more complex issues

  3. Improved Customer Experience - Bots can understand and respond to natural language and therefore offer personalized and engaging customer experiences. They can remember past interactions and preferences, providing tailored responses to enhance customer satisfaction

  4. Scalability - Voice bots can easily scale to handle increasing volumes of customer interactions. This scalability is helpful during peak times or promotional events when customer inquiries surge

  5. Efficiency and Speed - Voice bots can process and respond to queries much faster than human agents, reducing
    wait times and improving the overall efficiency of customer service operations.

Voicebot Use Cases in Industries

Sprinklr provides out-of-the box/ best practice voicebots that can be deployed for specfic across specific industries. Click on each of the sections to find out more about the industry specific use cases and sample bot flows -

Some use cases for voice bots in the Banking industry are -

  1. Account Management - Voice bots can help customers check account balances, review transaction history,
    transfer funds, and provide efficient banking services

  2. Fraud Detection - By monitoring unusual account activities, voice bots can alert customers to
    potential fraud and guide them through the necessary steps to secure their
    accounts

Some use cases for voice bots in the Retail industry are -

  1. Customer Support - Voicebots can assist customers with product inquiries, order tracking, loyalty points information and return processes, providing instant responses and reducing the need for human
    intervention

  2. Personalized Recommendations - By analyzing customer preferences and purchase history, voice bots can offer
    personalized product recommendations, enhancing the shopping experience and
    driving sales

Some use cases for voice bots in the Aviation industry are -

  1. Flight Information - Voice bots can provide real-time updates on flight status, gate changes, and boarding
    times, ensuring passengers are well-informed throughout their journey

  2. Booking and Reservations - Customers can use voice bots to book flights, select seats, and manage their
    reservations, making the process more convenient and efficien

Some use cases for voice bots in the Telecom industry are -

  1. Technical Support - Voicebots can troubleshoot common technical issues, guide customers through setup
    processes, and escalate complex problems to human agents when necessary

  2. Billing Inquiries - Customers can use voice bots to understand their billing statements, make payments, and
    resolve billing disputes, streamlining the customer service process

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