Standing out in today’s business world is not easy. You must ensure your brand solves a problem and makes your target audience feel special. But that’s not enough. With rapid technological advancements, utilizing tools to streamline workflow is becoming extremely important.
One buzzword that you must have heard is “Artificial Intelligence.”
It’s changing the way we used to do business. A task that requires hours and sometimes weeks can be done within an hour or even less. How is that possible?
All because of Artificial Intelligence. Now, it’s even used to interact with customers and nurture your leads. These smart AI systems and tools can even answer your business calls in a human tone and connect with your audience.
But the best part is that these are not robotic or generic voice conversations. Not at all.
These systems are trained so they can have human-like conversations with your customers. But are these really suitable for your business? Is AI advanced enough to manage your business calls?
In this article, we’ll briefly discuss this topic to get clarity on this software, its pros and cons, and many more details that you should know.
Let’s dive into it.
What Is Voice AI Phone Answering Technology?
It is a special Artificial Intelligence technology through which you can cut people’s time waiting for replies to their queries. It’ll automate all the processes, thus removing the manual work and saving time and effort.
So, suppose you’re running a business. A potential customer dials your business number. So there are two options:
- Manual: Customers must wait for a real human being to respond to queries.
- Artificial Intelligence: It’ll use advanced voice recognition systems and technology to understand customer questions.
With AI, potential leads don’t have to wait to resolve their errors or confusion regarding your business. Remember, it’s different from interactive voice response (IVR) systems because in this we don’t use any pre-recorded information or static message system.
Instead, it answers in real time, depending on your customer’s questions. So, the conversation becomes meaningful and to the point.
It runs around the clock regardless of time. So it doesn’t matter if your customer calls you at midnight or 6 in the morning. The AI is available to answer your business calls 24/7.
How Does AI Work In Business Calls?
Artificial Intelligence works to improve the quality of business calls all the time. So, with every call, the system trains itself, ensuring minimal mistakes and errors.
But how is this even possible? Can AI efficiently answer your business calls and, most importantly, understand your customer needs?
It analyzes speech patterns, detects emotions, and offers real-time suggestions to help call agents navigate complex conversations more effectively. You should know these to ensure this technology suits your business model.
Managing business calls with AI involves a process that uses various technologies. Here’s an overview of the entire process:
Know About Call Routing & Handling
An Artificial Intelligence system will use automatic speech recognition technology whenever you get a business call. But how will that help?
It’ll convert all the spoken language into textual form. These systems use neural networks and deep learning to recognize speech. Now that Artificial Intelligence is handling your business call, it’ll move one step ahead and use Natural Language Processing.
The NLP algorithms will do two major things:
- Understand the caller’s intent
- Understand the context of the conversation
Through this, AI can comprehend even complex queries and respond easily. It understands the intent of the call by identifying the keywords, phrases, and overall call.
In most cases, it’ll respond to the queries on its own. However, customer satisfaction should be your topmost priority, right?
So what if a customer doesn’t want to get any sort of advice or help from an Artificial Intelligence system?
In this case, it’ll direct the call to the respective team. For example, sales inquiries might go to the sales team, while technical support calls are directed to the appropriate support agents.
Understand What The Caller Is Looking For
Most often, callers want immediate responses, and it’s important to handle customers accordingly. You can’t keep customers hanging on for too long.
If a customer is frustrated, then the tone of your voice should be in a calm manner. But can an AI do it? Can Artificial Intelligence even detect these things?
Yes. It uses voice emotion recognition to understand a caller’s emotions. Analyze the caller’s voice to detect emotional cues like anger, frustration, or satisfaction.
What’s the benefit of that?
This information helps agents adapt their responses and improve customer interactions. The result is happy customers who are satisfied with your services. In short, this language model understands customer sentiments.
Ensure Quality Of Your Business Calls
Many companies are already utilizing this technology. They record their phone calls and provide this data to their systems. Thus, training it according to all the information.
Not only this, these systems can record and transcribe calls for monitoring and analysis. This aids in quality assurance, compliance, and training purposes.
It will help you understand whether you are meeting customer expectations.
Get Insights Of Your Efforts
You can even utilize AI alongside humans. How?
Because it can integrate with CRM systems to provide agents with valuable customer insights during calls, suppose a customer is asking for data. But, the agent is not aware of it. With the help of AI, they can get access to data immediately.
This includes information about previous interactions, purchase history, customer preferences, and much more.
But are your customers really satisfied with this CRM integration?
With Artificial Intelligence, you can automate post-call surveys to collect customer feedback and check satisfaction levels. This data is later analyzed to see areas of improvement.
You should know that these advancements are not just limited to business calls.
Business calls are becoming a norm, but many people use chatbots to get quick answers. These bots use pre-trained models and databases of frequently asked questions to deliver accurate and timely information.
What Are The Benefits Of AI In Managing Your Business Calls?
We’ve already mentioned how important AI is in managing your business calls effectively. Now, it’s time to look at some of the benefits. I’ll share the top three benefits that you should know.
- Improved Efficiency: It automates call routing and handling, reducing customers’ time waiting in queues. Calls are directed to the right agents or departments, minimizing transfer delays.
- 24/7 Availability: AI-powered virtual assistants and chatbots can handle inquiries round the clock, ensuring that customers can reach your business anytime, even outside regular office hours.
- Consistent Customer Service: It provides a consistent level of service, ensuring that customers receive accurate and uniform information regardless of the time of day or the agent they interact with.
- Reduced Workload: Routine and repetitive tasks, such as call routing and providing basic information, are handled by AI, allowing human agents to focus on more complex and value-added tasks.
- Enhanced Employee Satisfaction: By automating repetitive tasks and providing support, AI can reduce agent stress and workload, leading to increased job satisfaction.
- Compliance and Accuracy: It can be programmed to adhere to regulatory compliance standards, reducing the risk of errors and ensuring that sensitive information is handled securely.
Is Using AI in Managing Business Calls Risky?
No. Not at all.
Many companies are already using this technology and seeing exceptional results from it.
A great example of this comes from Pendragon. They used Conversation Analytics to pinpoint every call where key terms were used. They also used additional clarifiers like:
- In the call, when they were spoken
- Their proximity to other terms.
Do you know the results they got from using Artificial Intelligence?
They spent 63% less money, had 30% fewer missed calls, and made their branches work better by 66%.
So if you are still considering implementing AI in your business, it’s the best time to get started.
Due to machine learning algorithms, AI is improving constantly at a rapid speed. The performance is playing a key role in the success of many companies. When it comes to AI managing your business calls, the process becomes much smoother. It includes learning from historical call data and adapting to evolving customer needs.
It uses the advanced systems that are mentioned above to manage your calls. Many companies have reported that AI makes their customers happy because their queries are solved quickly.
At Luminoso, we know that Artificial Intelligence is a game changer for businesses. We have helped many businesses achieve record success by using our systems. They enable companies to understand your target audience.
You can be the next star that shines bright in their industry with the usage of AI. Contact us today to integrate AI in your business today.