Among all customer support innovations, none has seen the rapid growth and adoption like AI-powered voice solutions aimed at enhancing service. AI-driven contact centers have the unique ability to deliver more tailored, intuitive, and efficient customer experiences. Intelligent voice assistants play a key role in this transformation, offering support in automating workflows, boosting agent productivity, analyzing data, and managing the workforce effectively. It’s this flexibility and efficiency that likely account for the remarkable surge in voice AI technology.
According to a forecast by Statista, the number of digital voice assistants is expected to reach 8.4 billion by 2024, surpassing the global population. This highlights the significant impact of voice AI on driving customer engagement and transforming service delivery.
So, the next question is—how can you best implement a voice technology bot that effectively understands customer issues and provides solutions, all without the need for human intervention?
This is where a voice AI platform for enhanced customer service comes into play.
What is a Voice AI Platform and How Do You Choose the Right One?
A Voice AI bot platform enables businesses to design and quickly deploy voice-enabled conversational AI solutions for full automation. While many platforms are available, selecting the right one is crucial.
Here are five essential tips to help you choose the best Voice AI platform:
1. Advanced NLP Capabilities are Essential
For a Voice AI bot to mimic human-like interactions and advance conversations, it must have sophisticated natural language processing (NLP) built-in. This allows the bot to grasp the meaning behind customer queries, analyze the context, and provide responses that feel natural and friendly.
The platform should ensure the bot achieves 85 to 90 percent accuracy in understanding and addressing customer requests. With this level of NLP integration, customer satisfaction can see a substantial boost.
2. Omnichannel Support Matters
Can your Voice AI platform provide a seamless, consistent experience across multiple digital channels? If yes, you’re on the right track. Modern customers expect fast, hassle-free service on their preferred platforms.
A strong voice bot platform will ensure the presence of AI-driven voice assistants across various channels, such as social media, mobile apps, websites, IVR systems, and more, delivering a truly omnichannel experience.
3. No-Code Functionality is a Must-Have
“No coding” is the future. A no-code automation platform allows businesses to build AI-powered bots without any coding knowledge. This makes it faster and more cost-effective compared to traditional development methods.
The best conversational AI platforms offer no-code options, enabling teams to deploy bots quickly and efficiently while saving time and resources.
4. Sentiment Analysis is Key
A robust sentiment analysis feature is crucial for a voice bot platform. It allows the Voice AI solution to detect intent from complex queries and gauge emotions from voice or text data.
This analysis categorizes emotions like ‘frustrated,’ ‘angry,’ or ‘neutral,’ enabling the AI assistant to adjust its responses accordingly. If necessary, it can escalate the conversation to a human agent, ensuring a smooth, customer-friendly experience.
5. Smooth Handover to a Human Agent
Voice AI bots are excellent at resolving many customer support queries, but there are instances where human intervention is necessary. In such cases, the platform must seamlessly transfer the conversation to a live agent.
A good AI-powered contact center will ensure that customer engagement remains high during this transition, preserving service quality when switching from the bot to a human representative.
Final Thoughts
These tips are essential in selecting the right Voice AI platform for your business. Consider trying Engagely’s AI-driven conversational platform, which comes equipped with all the advanced features of a cutting-edge Voice AI bot. Its multilingual, omnichannel, and no-code platform is user-friendly, making it accessible even to non-technical users. With Engagely, you can quickly deploy voice assistants within your customer support operations in just one week.
Ready to begin? Reach out to us, and we’ll guide you through the process.
Akshada Benke
Senior content developer- Marketing
Akshada Benke is a content marketer at engagely.ai with more than twelve years of experience in digital content marketing field. She describes herself as a Philomath. She is confident & professional in developing strong consumer-insights driven goals to build brand and relationships.
