Author: Speakeasy AI

Use An AI-Powered Guest Experience to Reduce Costs for Your Hotel Brand

Investing in your customer experience will directly impact your sales.  8 out of 10 of your customers will decide not to buy from you due to a bad experience. Over half will go to a competitor. 66% of hotel guests say they would go out of their way to stay at a hotel because of a positive experience. It is the top reason why people choose a specific hotel over price (51%), location (48%), and familiarity with the brand (45%). Our client, one of the largest hotel brands in the world, understood the stakes of a great buying experience. With over 15 hotel brands worldwide, they knew the only way to improve sales was to make it more seamless. Using Speakeasy AI, they were able to turn their digital customer service into an asset.

[CASE STUDY DOWNLOAD] Use An AI-Powered Guest Experience to Reduce Costs for Your Hotel Brand

contact center AI

Use Contact Center AI To Close Deals Better and Faster

Next gen Contact Center AI (CC AI) offers an omnichannel solution that helps to significantly reduce friction for customers and agents. By reducing friction, you reduce churn, protect your brand and grow sales.  In order to see how this works, you will have to change the way you think about CC AI.  Contact Center AI was historically viewed as a way to use automation to contain and deflect the customer to avoid delivering calls to a live agent. This is an old paradigm that’s highly limited.  In order to broaden it, we will need to look closely into how CC tools, such as the one offered by Speakeasy AI, really work. Customers in control When a customer has an issue, whether it’s billing or technical, they expect an instant resolution. It’s when they are ready to sign up, engage, pay or even cancel a service that you have an opportunity to show them that you care and are there for them at all times. In the process of engaging a customer with your brand, there are many touch points where you have the power to automatically make their journey smoother, easier and frictionless.  Once they see this, you can guide them to the right solution and person at the right time. This is how you reduce friction and make your brand truly stand out.  It’s through intelligent customer care solutions such as CC AI that you reduce churn, increase conversions, and generate new revenue.  Minimal friction  Businesses today need to be agile and pivot with the customer and their needs. CC AI keeps your customers engaged throughout their journey, guiding them smoothly across key touchpoints, while keeping them hooked and wanting more. CC AI automatically identifies customers that are serious and ready to buy, reaching out at a moment of maximum impact. It collects and analyzes customer data to decide on a product price, when to offer a promotion, coupon or reward to a customer based on prior behaviors, existing marketing initiatives and client profile. New revenue Conversational AI chat bots engage with customers throughout their lifecycle to check on satisfaction and ask for feedback. By engaging in an ongoing conversation with the customer, companies can automate intimate one-on-one conversations. With ongoing engagement, you get to know the customer better, which helps you create new sales opportunities. AI assists agents in suggesting  actions and scripts that warm up leads and support the customer. This provides ample opportunities to cross sell and upsell the during engagements Don’t delay! Conversational CC AI bridges the gap in customer care with its round-the-clock availability and intelligent engagement. It makes the customer feel in control while empowering agents to handle difficult issues at scale in an on-demand environment. This is what generates trust. In today’s demanding environment where everything moves at light speed, you can’t afford to stay behind. Speakeasy AI will instantly make you stand out from the crowd and delight your customers by making them feel heard, understood and satisfied. MarketsandMarkets forecasts the call center AI market size to grow from USD 800 million in 2019 to USD 2,800 million by 2024.   To learn more about how Speakeasy AI can elevate your customer experience, contact us today. 

An AI-powered contact center knows your customer’s intent

The Need for Smart Speed  There is little doubt that the pandemic has slowed things down. But what it also did is accelerate the need for contact center support. Industries such as telco, cable and wireless are experiencing increasing pressure due to steep rise in contact demand. Retail, travel and banking have moved online.  Everyone is overwhelmed. Especially the call center agents.   As more call center workers and customer service agents work from home, leave their high-pressure jobs or move locations due to lockdowns and natural calamities, there’s a need to get new people up to speed quickly and efficiently. Unfortunately, this often results in low satisfaction for the customer, higher operating costs for the company and more stress for the agents.  A Co-Pilot on Your Side  AI-powered contact center messaging, chat and voice, is on the rise. And for the right reason. The solution helps to bridge the service and culture gaps, ensure brand consistency and give your team access to smart tools that boost your agents’ performance by assisting them during live customer interactions. Think of Agent Assist as a smart co-pilot. It helps your agents, especially those freshly onboard, to hit their stride faster and with less friction.  Knowing Your Customer’s Intent Is a Superpower Your agents should not spend their precious time trying to figure out what to do or needing to repeat themselves. Instead, they should have access to intuitive tools that help them do this automatically.  The flows in Agent Assist are programmed based on real conversations with real customers. What’s more, they are updated in real-time depending on the context of the conversation. This way your agents do not need to second guess what the customer wants. Agent Assist will do that for them, impressing your customers and leading to higher sales.  Build Empathy & Rapport Agent Assist uses Speech-to-Intent to instantly prompt agents with answers based on customer questions, reducing average handle time (AHT) and improving quality and consistency of customer communication. Our machine learning models are based on real-life agent interactions and real-time feedback. The system gets the customer going and supports the agent to take the next best action, giving them the ability to focus their soft skills on building deeper rapport and empathy, even while juggling multiple conversations. And it gets better with time.  So Much More with Less Access to smarter replies, up-sell and cross-sell opportunities and flexible adjustment depending on agent’s capacity and true customer intent is what Agent Assist is all about.  In a nutshell, the system helps to optimize your agents’ performance, allowing for a faster resolution of customer requests. It significantly reduces agent training so that much less time can be spent on onboarding. Furthermore, the system builds compliance and adherence to policy with your workforce. And it can work within any desktop and integrate with any existing CRM or knowledge management system.  To improve solution rates and while also optimizing cross-sell opportunities and grow customer satisfaction, book a free demo today!

Omnichannel CX: An Evolution You Can’t Afford to Miss

For many businesses the pandemic changed the game. One of the major shifts that took place relates to digitization, which has become a prerequisite to surviving and thriving in the rapidly shifting economy.  Digitization and/or digital transformation means implementing an omnichannel CX experience. If your business is not yet doesn’t offer authentic omnichannel CX, you may be falling behind.  Don’t delay! Prevent pain and suffering for your brand  by avoiding a lack of continuity. What does omnichannel mean? Omnichannel is a customer contact platform that virtually connects with a brand across multiple and cross-communication channels via flexible and easy-to-use integration points. Within this environment, customers journey along, effortlessly shifting from chat to call without the need to repeat what they’re looking for. As this happens, the system collects data and learns from each customer and agent interaction, which leads to improvements.  The benefits of integrating omnichannel At its core, omnichannel CX means seamless and easy interaction with your brand across multiple channels, such as text messaging and voice. It improves speed since a customer no longer needs to wait for an agent. Many of their queries can be answered effortlessly by interacting with an AI bot, reducing waiting time and contributing to customer’s delight. By spreading your message across multiple channels, an omnichannel solution makes your brand more relevant and visible.  What omnichannel CX looks like in action When your customers want to join a program, quickly find an answer or cancel their order, their experience within omnichannel CX is intuitive, effortless and continuous. For example, when booking a room at a hotel, a lot can be done via text on the hotel’s website. Once the dates are confirmed and preferences set, the system switches to a phone call and the booking is fine-tuned and finalized.  A digital concierge Omnichannel CX offers a white glove approach for customized user journeys to enroll, enjoy, pay, modify, report or fix problems on the go. The customer doesn’t think about channels, so a concierge approach allows one conversational AI engine to orchestrate personalized experiences across all the customer touchpoints. The evolution of CX Many companies face the challenge that their platforms were built on text which can make understanding voice difficult. In other words, we talk differently than we type. A voice first approach means that your CX solution can understand both: a customer speaking on a speakerphone as well as decipher shorthand messaging acronyms. Integrating omnichannel within your brand For a successful integration, you will first need to identify friction points and then find and integrate the tools to fix them. SpeakEasy AI offers an authentic omnichannel conversational AI solution, which is fast, intuitive and easily integrated with the full contact center AI stack to understand where the customer has been, what they’ve done, identify them, and tailor the approach depending on where they are in their journey. Omnichannel CX makes your brand come across as fresh and smart Don’t fall behind! Create an omnichannel, frictionless customer experience today.  SpeakEasy AI – helping you get the right answer at the right place and the right time, everytime.   Go omnichannel today with Speakeasy AI. Contact us today.  Read more: Download this ebook from Frost and Sullivan titled Omnichannel Customer Engagement Has Changed: Has Your Contact Center Platform Evolved With It?  
AI Powered Call Center

4 Ways AI-Powered Contact Centers Create Super Agents

There is no doubt that the pandemic has slowed things down. It also did is accelerate the need for contact center support. Demand for contact across digital, voice and messaging  is surging across the board for industries such as cable, wireless, retail, travel and banking. As customer expectations are rising, maintaining consistency in execution becomes harder.  Everyone is overwhelmed. Especially call center agents.  That’s unless you bring AI-powered Agent Assist on board. Below are 4 ways in which Agent Assist can turn your agents into Super Agents. 

1. AI Accelerates Agent Speed and Reduces Friction

AI-powered contact center messaging, chat and voice, is on the rise. And for the right reason. It helps your agents, especially those freshly onboard, to hit their stride faster and with less friction. This is crucial especially as more call center workers and customer service agents work from home or move locations due to lockdowns and natural calamities. 

2. AI Helps Maintain Brand Consistency

Contact Center AI delivered via Agent Assist helps to bridge the service gaps, ensure brand consistency and give your team access to smart tools that boost your agents’ performance by assisting them during live customer interactions. Think of Agent Assist as a smart co-pilot. It significantly reduces agent training so that much less time can be spent on onboarding. Furthermore, the system builds compliance and adherence to policy with your workforce.  

3. AI Helps Agents Understand Customer Intent Faster

Your agents should not spend their precious time trying to figure out what to do or asking customers to repeat themselves. Instead, they should have access to intuitive tools that help them do this automatically.  The flows in Agent Assist are programmed based on real conversations with real customers. What’s more, they are updated in real-time depending on the context of the conversation. This way your agents do not need to second guess what the customer wants. Interactions by your live agents with Agent Assist also serve to improve answers and performance for future interactions. Agent Assist will make your agents’ jobs easier,, impressing your customers and leading to higher sales and reduced churn. 

4. AI Frees Agents to Focus on Building Rapport and Empathy

Agent Assist uses Speech-to-Intent to instantly prompt agents with answers based on customer questions, reducing average handle time (AHT) and improving quality and consistency of customer communication. Our machine learning models are based on real-life agent interactions and real-time feedback. The system gets the customer going and supports the agent to take the next best action, giving them the ability to focus their soft skills on building deeper rapport and empathy, even while juggling multiple conversations. And it gets better with time.  Access to smarter replies, up-sell and cross-sell opportunities and flexible adjustment depending on agent’s capacity and true customer intent is what Agent Assist is all about.  In a nutshell, the system helps to optimize your agents’ performance, allowing for a faster resolution of customer requests, reducing costs and leading to higher sales. And it can work within any desktop and integrate with any existing CRM or knowledge management system. To improve solution rates and while also optimizing cross-sell opportunities and grow customer satisfaction, contact us today!  Related Article: Read Forrester Analyst Kate Leggett’s recent article: The Future Of Contact Center Work: How To Source New Agent Talent
Conversational AI for Travel

Conversational AI Has a Big Role in Travel This Year

The travel industry has been through the proverbial wringer during the past two years. With the pandemic restrictions easing, travel is undergoing an explosion in demand. Tired of living in isolation, people are eager to reunite with their families and experience life beyond lockdown. Smart call center leaders are turning to conversational AI to elevate their customer and agent experience.

Bracing for Post-Pandemic Travel Surge

Welcoming back travelers won’t occur without hitting a few bumps on the road to freedom. After having laid off a chunk of the workforce, agencies and companies are understaffed.  What this likely means for call centers and travel agents is having to spend hours on live calls processing a surge of inquiries from finding the perfect destination to digging up unused vouchers. Patience will be in short supply while human error and frustration will rise. Hiring more humans to handle thousands of calls from eager travelers around the world and round the clock is an expensive option. The added customer service costs will be steep for an industry already struggling because of the pandemic. But there’s another way. A smarter way. 

Faster, Smoother, and Easier

Just as interest in travel is about to skyrocket, Speakeasy AI can help to conserve your business resources while keeping sanity levels at bay. When processing a surge of customer inquiries, the system minimizes human error while offering white glove customer service. In other words, it makes everything work faster, smoother, and easier than ever.  The world opening is a massive opportunity for travel companies and booking agencies. Millions of people have been waiting for this moment. By implementing Speakeasy AI, you take the pressure off your agents and make your customer’s convenience and delight a priority. 

The Human Side of AI 

Contrary to what people may think, conversational AI makes the interactive experience more, not less human. By making people feel more connected to your brand through personalizing their interactions with recommendations, the system brings empathy into the experience. What’s more, customers can have their questions answered without the need to wait in queues. The system can contact the hotels, airlines, etc., and make inquiries on behalf of the customer, saving everyone a lot of time.  For those not tech-savvy, AI can help with quick decision-making. It’s an added bonus in the post-pandemic era when people may feel a bit more perplexed and indecisive than normal. 

Smarter Travel Planning 

Speakeasy AI taps into data pools created by customers allowing it to customize their responses to better fit their needs and preferences. It’s a technology with the potential to know the customer better than ever. The technology empowers people to direct the messaging process. This allows travelers to communicate on their own terms so that live agents can focus on the soft-touch, high-level customization. In the end, Speakeasy AI helps to move call and messaging traffic more efficiently. Rather than waiting to chat with a live person, customers can receive their answers instantly, getting another step closer to turning their holiday reveries into reality. 

Bracing For Growth

Our friends at Quiq would agree that scaling your customer support strategy takes time and careful planning. We like the tips they provide on their blog that include ways Conversational AI can help you scale your customer support.

We Are Here for You!

Greet, inform, book, delight. That’s our motto at Speakeasy AI! Visit our website today to schedule a demo and join in our mission to make 2021 a year to remember in travel.

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