Author: Speakeasy AI

Can Conversational AI Predict Customer Needs Before Your CX Team’s First Touchpoint?  

How much time is a customer willing to spend interacting with your virtual assistants before they leave in frustration?  Similarly, how long does it take your human agents to decipher a customer’s issue after the customer has already hit roadblocks with the virtual assistant? The end result is an angry customer and a long, tedious support process that ultimately keeps your agents on the phone much longer than they need to be. What if conversational AI could predict customers’ needs before your team’s first touchpoint, thus making the entire journey faster, more efficient, and attuned to the customer’s needs?  In this post, we explore how this is possible, why it’s vital to provide a great customer experience (CX) at all stages of the journey, and where common breakdowns traditionally occur. 

Why a great CX is important

It’s no secret that delivering the customer experience plays a direct role in the success of a business. On the most basic level, if prospective customers don’t like what they see or aren’t getting the right answers to their questions, then they’re gone. But many organizations underestimate how CX translates into tangible performance metrics. Consider, for example, how bad customer experiences can drive financial losses:
  • Web visitor drop-off rates increase
  • Conversion rates drop
  • Sales volume declines
  • Customer retention rates decline
  • Reputational damage increases due to bad reviews, negative social media posts, etc.
Each of those metrics is a measurement of a different stage of the customer journey, but together they all contribute to significant financial losses. That is why delivering a great CX is so important.

Where CX goes wrong

The customer experience can break down in a number of ways. But more often than not, a bad experience boils down to friction that stands between customers and the information/solution they’re looking for.  For example:
  • On a website, if it takes too many clicks to find the right information, prospective customers will exit. 
  • If customers connect with a chat agent but don’t get their question answered quickly enough, they become increasingly frustrated and angry with the company.
  • If customers are bumped to a live voice call but need to repeat everything from the chat (and then receive the same inadequate response), chances are they may not remain customers for much longer. 
Meanwhile, all of this is an extremely inefficient and costly way to run a customer-service operation, which is likely driving financial losses even higher.

How conversational AI changes everything

Conversational AI from Speakeasy AI helps businesses enhance the customer experience by streamlining IVR conversations and significantly reducing friction.  Speakeasy AI works to predict and solve customer needs with AI technology. This supports all phases of the customer journey, quickly identifying customers’ intent and allowing them to move smoothly from digital to voice channels (and without having to repeat themselves). How it works:
  • Speakeasy AI analyzes customer journeys across all channels to understand and predict their intent, before ever needing to reach a live agent.
  • Speakeasy AI uses that same understanding to rapidly provide the solution that the customer is looking for, no matter what stage of the journey they’re at: enrolling, buying, paying, getting support, and so on.
  • Speakeasy’s conversational AI continues to learn over time. It identifies the most common sources of friction and provides businesses with the data they need to rapidly optimize any aspect of their customer service operations. 
This creates smarter, more streamlined self-service flows that allow customers to achieve resolution more quickly on their own (thus lessening the load on your CX teams). Plus, when a live rep is needed, they have insight into the entire customer journey, so they can quickly pick up where the AI tools left off to deliver a vastly better customer experience. In the big picture, our conversational AI also creates the opportunity to measure and score your virtual assistants like human agents (far beyond the basic “error rate” metrics). So you can truly gauge the performance of your AI and closely track its improvement. For more information on this aspect, check out our whitepaper on Holding Call Center AI to New Scoring Standards. Request a demo to explore how Speakeasy AI can transform your IVR and deliver a better CX across the entire customer journey.

Get AI Contact Center support with Speakeasy AI and OutPLEX

Are you looking to provide digital-first engagement with human agent support? Lean on Speakeasy AI and OutPLEX to solve customers’ needs with the best digital and voice communication solutions. Speakeasy AI brings the technology, while OutPLEX provides world-class outsourced call center agents. With this unmatched partnership, you get the technology and agents you need to scale customer service. (Whether you’re a small business or a global brand) The partnership has its benefits Now you can provide a world-class personalized customer experience using technology and outsourced agents that have access to all the information they need to predict and solve your customer’s needs in real-time. 
  • Scale your business
We help CX teams through AI technology that analyzes customer journeys to understand their true intention. This allows agents to anticipate solutions and customers to feel respected with the right channel. Global brands have gained benefits in the form of increasing their sales up to 53% and reducing abandonment rates to less than 1%.
  • Smooth interaction
With Speakeasy & OutPLEX you can enjoy a fruitful, smooth and faster customer support experience. We use AI-driven research methods to meet the needs of your customers. We can quickly identify the most common problems encountered by customers and deliver the right and tailored solution to the system. Result? You can smoothly manage client retention rates and enhance ROI no matter what type of business you have.
  • Self-Service Communication
Get self-service support to make your customers feel more and more comfortable. We help optimize your business’s self-service options by understanding the right intent and allowing them to direct their own experience. The ability to recognize the intent of customers helped many brands to grow and drive a 62% self-service rate which was equal to humans’ conversational interactions.
  • Simplify agent work
Makes agents work simple within any agent desktop by reducing friction and optimizing performance across voice chat and messaging. We ensure uniform messaging by integrating all of your digital solutions. This results in a high level of customer satisfaction, profit margin, customer retention, and fulfillment of sales goals with less effort, costs, and time.
  • Easy Automation
With automated and AI-driven research, your customer’s problems are successfully addressed on the first try. Our partnership allows clients to meet goals faster and anticipate greater returns on investment.
  • Real-time Data
We integrate with other bots so that you can have a seamless experience without putting your information in two places. In this way, agents and customers will be able to experience the researchable and findable data to integrate the full voice of the customer along with real-time data.
  • Customization
Traditional voice front doors like legacy IVR systems can occasionally result in a poor user experience. We predict customer intent and filter the customer voice with the help of our expertise and tools to track performance. These digital solutions can assist any type of business or company in exceeding all expectations by increasing present business capabilities, KPIs, and goals. In reality, we propose the only exact solution that best meets your goals and build the technology so that your clients have the finest experience possible. Global brands use OutPLEX for getting optimized customer experience and ROI Speakeasy AI and OutPLEX bring you the right technology and fully onboarded agents to help you provide the best customer experience. Our Mission For your existing automated customer care system, we help your contact center employees in extensively analyzing client needs. We serve customers in a variety of ways using our technology, resulting in a valuable asset for your company. By partnering with OutPLEX, we are able to connect brands with customers using conversational AI to provide the best possible experience for both agents and customers. Combined, we can lower your operational costs by an average of 45%! Want to learn more about OutPLEX click here?
Contact Center QA Automation

10 Reasons to Automate Quality Assurance for Contact Center Agents

Contact centers are under pressure to provide excellent customer service while keeping costs low. One way to achieve these goals is by automating quality assurance for contact center agents. By automating quality assurance, you can ensure that your agents provide the best possible support, leading to happier customers and improved customer satisfaction scores. Here are ten reasons to automate QA for your contact center: Improve first call resolution rates First call resolution is the percentage of calls resolved on the first contact with the customer. By automating quality assurance, you can ensure that your agents resolve more calls on the first contact. This will lead to fewer call escalations to a supervisor and improved first call resolution rates. Reduce average handle time Average handle time is the average amount of time to resolve a customer’s issue. By automating quality assurance, you can ensure that your agents resolve problems quickly, which will lead to shorter average handle times and improved customer satisfaction scores. Identify training needs By analyzing agent performance data, you can identify areas where agents need more training. This will help you provide targeted training to improve agent performance and reduce customer churn. Improve compliance with regulations By automating quality assurance, you can ensure that your agents follow all of the required procedures. This will lead to fewer compliance issues and improved customer satisfaction scores. Improve agent retention By automating quality assurance, you can identify agents at risk of leaving the company. This will allow you to provide targeted training and coaching to these agents, leading to improved agent retention and reduced turnover costs. Identify sales opportunities By analyzing customer interactions, you can identify upsell and cross-sell opportunities. This will lead to increased sales and improved customer satisfaction scores. Reduce operational costs By automating quality assurance, you can reduce the need for supervisors to monitor agents, leading to reduced operational costs and improved customer satisfaction scores. Improve agent productivity By automating quality assurance, you can ensure that agents are spending their time on productive tasks, leading to increased agent productivity and improved customer satisfaction scores. Contact Center Managers will see improved morale We all want our teams to be happy and give their best, so by automating quality assurance you can ensure that the customer is getting what they need. Your entire CX team will have more time for other important work which leads directly into improved morale. Have real-time access to your Agent Scorecards  Save time and money by learning How To Use a Call Center Scorecard for Quality Assurance. Use a platform like Speakeasy AI to build a custom scorecard that analyzes the most critical data for your business.   Automating quality assurance is a great way to improve the performance of your contact center. Contact us today to learn more about how we can help you automate quality assurance with Agent Assist.

How Do Cable Providers Offer Customer Service At Scale?

65% of Americans are still paying for cable TV. When it comes to TV and internet, customers want their problems resolved yesterday. It’s a tall order for any business – especially an industry with a high volume of customers. So how do cable operators provide one-on-one customer service at scale? Here is what we have found to be the secret sauce. The use of live chat allows cable companies to reach more people in a shorter amount of time. Online self-service portals provide information about billing, programming, and services. Companies rely on self-service portals for basic questions, allowing employees to focus on more complicated issues. When there is a problem with an account or a customer wants to upgrade their package, the cable company can call back within 5 minutes because it has all the information from previous interactions saved in its system. Now, they can identify any possible issues before escalating them up the chain of command. In a world of post-pandemic rage and A Nation on Hold Wants to Speak With a Manager, how do cable companies provide the best support for the employees on the front lines of customer service? Cable and closely related telco and wireless companies have a higher volume of employees than many industries. Verizon employs about 135,000 people, and Vodafone employs about 92,005. Using an artificial intelligence solution means cable companies don’t have to worry about hiring more agents or training them on new policies because their software learns from every interaction it has with the customer. They are able to predict what the next best action is based on historical data, agents always know how to handle each situation . It’s like having a team of experts working around the clock without adding to payroll. When you give your employees the tools they need to be successful, they don’t leave. Sounds great, right? It also sounds expensive – and it can be. That is why we built a suite of AI products that integrate into a cable operator’s existing solutions for a fraction of the cost we’ve seen from other providers. Speakeasy AI is an artificial intelligence solution that can help cable companies provide better customer service at scale by predicting customers’ needs in context and resolving them with personalized responses. With Speakeasy AI, any large business can reduce costs and scale  customer support. Contact us today for a demo.

5 Ways Contact Center AI Can Benefit Financial Institutions

Contact Center AI empowers banks with the ability to offer excellent customer experiences. With modern ways to connect with customers, the standard for support is high. Customers expect to handle finances from anywhere, and contact center AI helps banks and financial institutions reduce pressure on systems and agents. As McKinsey points out, “the potential for value creation is one of the largest across industries, as AI can potentially unlock $1 trillion of incremental value for banks, annually.” Here are five ways Contact Center AI can improve the customer experience for financial services institutions.

Reduce Call Center Volume and Wait Time 

When integrated with front door voice and digital technologies, conversational AI reduces call volume and wait time. Conversational AI also helps agents verify, gather information, and review previous conversations before engaging. As a result, the first-call resolution improves.  Financial Service Institutions provide better support thanks to technology that interprets their intent. Call center agents can now focus on delivering more empathetic and high-quality service.

Reduce the Amount of After-Call Work

After-call work (ACW) is as critical as the conversation itself. Through AI, you automate a process to categorize, summarize, and create a plan for the agent. ACW influences wait time, call times, cost, customer satisfaction, and agent productivity. Automation with conversational AI enhances the customer and agent experience and increases accuracy.

Get the Most Out of Every Conversation

Contact center AI helps financial institutions improve performance by analyzing every conversation. AI-powered analytics help banks understand customer churn, increase compliance, and unearth operational opportunities. Accenture states in their Banking on AI report that “Our client diagnostics have repeatedly shown that using AI-based solutions, banks can achieve a 2-5X increase in the volume of interactions or transactions with the same headcount.

Streamline and Improve Processes Through Automation

Financial institutions use contact center AI coach agents in real-time during calls. Customers have the power to manage minor issues and transactions on their own. Juniper Research shows that, on average, a chatbot saves an agent four minutes per inquiry. Agents have more time for high-value interactions with customers that boost lifetime value. 

Provide Customers With Advice

Financial institutions use contact center AI to deliver real-time coaching for agents. The technology analyzes caller data to give CSRs personalized recommendations. The system can also discern whether a caller is frustrated through sentiment analysis. It then suggests incentives that the CSR could offer the customer to make them happy. According to Deloitte, some banks have reported that when “nextbest action” models were enabled to predict customers’ needs sales increased by almost 30%. Banks and financial institutions are better with AI-powered contact centers than without. Contact us today to learn how fast Speakeasy AI can get you started.

Customer Service During The Holidays Can Be Frictionless

The holiday shopping season offers an opportunity to build meaningful experiences for customers. Shopping is done almost exclusively online, which strains the already overburdened supply chain. Contact center AI can help customer service agents work as efficiently as possible. Here are three things conversational AI can do to make customer service during the holiday season a breeze.

Enable a Faster Response Time

Customers demand faster responses. 12% of Americans say that lack of speed is their biggest gripe with customer service. When customers ramp up their holiday shopping, it’s more crucial than ever to provide them with answers in real time. While a customer is waiting, conversational AI can assist the agent by confirming their identification, getting information about their requirements, running customer analytics, and retrieving past conversations. Agents become free from the time-consuming task of determining what to do or repeating themselves. Conversational AI can reduce call volume and shorten the time it takes for customers to connect with a live agent.

Offer Self-Service Options

During the holidays, the volume of customer service calls skyrockets. When a customer inquires about an item, return policy, shipment status, or other frequently asked questions, virtual assistants can take charge with addressing them. Representatives can work on more complicated concerns, while chatbots handle most basic inquiries. It’s all too usual for changes and upgrades in other aspects of the company to cause issues with customer self-service. It’s easy for your self-service options to fall out of favor with customers if you don’t keep track of and update them. Omnichannel contact center AI can help improve self-service content through agent interactions.

Provide Personalized Gift Suggestions

84% of people say that gift-giving is stressful. With contact center AI, customers’ demographic and transactional data is available to coach agents in providing personalized product suggestions. Voice AI can even interpret user intent allowing for precise cross-selling and ups-selling to improve the customer experience and benefit your bottom line.

Conclusion

Brands that are automating aspects of customer support this holiday season are sure to see success. With the help of contact center AI, organizations of any size can scale up and handle rising traffic with ease. Agent Assist from Speakeasy AI allows you to maximize the performance of your agents, resulting in faster response times to consumer inquiries. Self-service options facilitate quick adjustments and responses to actual conditions, guided by the customer’s unfiltered voice.  Contact us to learn more about how contact center AI can benefit your company during the holiday season.
AI and the Guest Experience

How Can AI Enable the Guest Experience?

Have you heard of the term revenge travel? After being in lockdown for over a year, many people experience a heightened sense of wanderlust that experts believe will cause a surge in travel and hospitality bookings. Many avid travelers worldwide are ready to push through with their canceled or postponed vacation plans, and companies should prepare for the phenomenon and put tools in place to enable a positive guest experience. A SEMrush article reveals that artificial intelligence (AI) will generate an estimated $2.9 trillion of value and 6.2 billion hours of worker productivity in 2021. Today, consumers expect exceptional services from businesses, and AI can help achieve this feat. Let’s learn how the latest technologies — from conversational AI to voice AI and more — can enable the hospitality industry to meet the market’s high expectations.

Understanding AI

As decision-makers, we often hear the term AI. It refers to the process of teaching computers to perform tasks that require human intelligence. For example, machines can now learn lessons, recognize buyer habits, and initiate conversations. The concept of AI began in 1956, but we’ve only recently tapped its potential in simplifying processes and boosting productivity. Today, industry leaders use computers to perform complex tasks with little or no human intervention. Let’s look at some of its advantages for businesses of all sizes and industries.

Reduced Human Error

People make mistakes from time to time, especially when they’re tired, hungry, or distracted. On the other hand, computers can work without feeling any such sensations. When developers program machines correctly, they can achieve accuracy levels that no human can.

Enhanced Availability

On average, humans work anywhere between four to six hours daily, excluding breaks. After all, we have physical, emotional, mental, and spiritual needs to address along with our careers. However, computers can function 24/7 without resting.

Eliminate Repetitive Tasks

In most cases, jobs require performing repetitive tasks like gathering information or verifying documents. Through AI, we can automate tedious work, which can boost savings and production rates.

The Role of AI in the Hospitality Industry

Using AI tools for the hospitality industry is relatively new, but it already has practical applications. Let’s look at some of them below.

Automation

Firms require cost-effective services, and AI can provide them with customized solutions. Hotels, airlines, travel agencies, and other hospitality businesses can use AI to develop customized offers and recommendations to complement guest choices.

Digital Concierge

Chatbots have evolved into next gen Digital Concierge that can analyze previous customer interactions and transform them into valuable information sources. They help organizations enjoy massive savings on customer service expenses by accelerating response rates and answering up to 80% of routine inquiries while functioning as guest experience assistants

Data Analysis

AI enables travel and hospitality companies to analyze big data to discover patterns and trends in consumer transactions. Customers nowadays prefer personalization, which AI can help achieve. With the right tools, organizations can understand consumer pain points, preferences, and goals.

Elevate Your Customer Experience

The COVID-19 pandemic affected many industries, including travel and hospitality businesses. Because of canceled and postponed travel plans, people are now planning more exciting trips. However, the pandemic heightened how consumers perceive customer service. A Zendesk customer experience report revealed that a whopping 80% of consumers would do business with a competitor after more than one bad experience with a brand. At Speakeasy AI, we have an extensive range of solutions — including conversational AI and voice AI — to help businesses understand and respond to customers who need help. We can empower hospitality organizations to prepare for revenge travels through our first and only speech-to-intent solution and end-to-end conversation manager. Contact us now to request a demo.

Photo by Ketut Subiyanto

Digital Transformation

Digital Transformation Has Always Been About Voice

Conversational AI technology was in the making long before we started talking about digital transformation. It started in 1952 when Bell Laboratories created Audrey, a system that was capable of recognizing a single voice. Fast forward 61 years later and we had Google’s Voice AI that could recognize a large majority of spoken words. These improvements have led 65% of adults today to use voice-enabled devices daily when performing searches on the web. But why have consumers so readily embraced voice technology? For one, technology has advanced to such a great extent that it has now become incredibly reliable. Voice is also faster and easier to use than typing on a keyboard. Yet the most important driver of all is the accessibility it offers. Voice-enabled capabilities allow anyone to access it — ranging from those who are physically disabled to those with limited access to technology. Voice has become the great equalizer, yet many businesses are still far behind in terms of adoption. For businesses focused on their digital transformation, it’s important to start adopting the technology primarily because voice is becoming the preferred method of communication by consumers.

How To Compliment Your Chatbot with Voice

With the data provided above, brands that are advanced in their digital transformation and have already been implementing a text contact center AI chatbot should create an equal focus on conversational AI.

Leverage Automatic Speech Recognition

Automatic speech recognition, simply called ASR, plays the listening role in the world of machine learning. Although it may sound easy, it has many factors to consider before it can work effectively, such as the audio quality and background noise. Since most machine learning datasets and research are open-source, it’s possible for companies to use advanced models to create chatbots capable of converting speech to text in real-time. The text can then be used as normal input in the bot using the existing NLP infrastructure.

Agile Human Like Voices viaText-to-Speech or Recorded Voice Talent

Rather than present text to users, what about letting the chatbot speak instead? With text-to-speech capability, models can begin using words to speak in a specific language. Using such technologies can allow a business chatbot to read text out loud but in a natural way that can easily engage end-users.

Speakeasy AI Supports the CX Digital Transformation 

Speakeasy AI is a leading provider of conversational AI integration for organizations in various industries. We specialize in merging our contact AI center technology with existing artificial intelligence or chatbot content to expand business opportunities. Our speech-to-intent technology™ is the first and only in the world. With it, companies can leverage voice understanding with content that doesn’t depend on transcription alone. Our solutions at Speakeasy AI can be deployed immediately to your omnichannel contact center even without existing IVR or the need for telephony swap-outs. Furthermore, we can deploy self-service voice services that can benefit customers by allowing us to understand their needs better.

Conclusion

Conversational AI is important as it can help companies address the growing demand for voice-enabled technology by digital natives. The good news is that there are companies like Speakeasy AI that can help organizations by providing them the means to transform their conventional chatbot into a smart and adaptable voice AI. If you want to know more about our AI’s speech-to-intent capability, contact us today.

Photo by Malte Helmhold

conversational AI

3 Reasons Global Companies Invest in Conversational AI

According to Gartner, conversational AI — such as virtual assistants, chatbots, and conversational user interfaces — remains a top priority investment among businesses. Regardless of their size and nature, companies are spending more and more resources to invest in conversational AI. But why? For someone looking at the business arena from the sidelines, conversational AI might seem like another trend in the industry. However, for Vice Presidents of Customer Experience and other executives working in customer service, conversational AI is a crucial key to success in the industry. Here are three reasons why global leaders are investing in conversational AI: 1. AI Revolutionizes Your Customer Experience One report from Forrester states that using technology is one of the best ways to improve the customer service journey. Instead of spending resources on training employees, you’ll have better outcomes if you invest in technology, like conversational AI. Businesses are investing in AI because it revolutionizes their customer service. By using chatbots, businesses can provide answers to customers’ questions 24/7 and ensure that every customer’s experience with the business is unique. AI has the ability to learn from customer’s behaviors online, so it can open conversations based on the products and services that the customer is looking for. 2. AI Generates More Leads Creating the newest products and services will be useless if your business doesn’t generate leads. Who will buy from you? How can you earn profits to fuel your business? Conversational AI can collect customers’ data and use it to analyze their behavior. This will enable your business to turn online users into buying customers as you already know what to offer to them. For example, if a customer ordered products from your website but didn’t proceed to the checkout, conversational AI might offer better promos like free shipping or coupons to encourage the customer to checkout. This will make customers feel valued, giving them a reason to buy from you. 3. AI Empowers Customer Relationships For a business to thrive long-term, they shouldn’t stop once someone converts. It is important to continue exerting efforts to ensure that these first-time buyers become loyal customers. A study by Frost and Sullivan concluded that AI could help retail businesses improve by creating growth opportunities and strengthening customer relationships. By using conversational AI, you can utilize the power of real-time conversations to build professional relationships with customers. Over time, AI will help you connect with your customers deeper and provide tailored-fit messages based on their needs. If you’re ready to invest in conversational AI, work with our team at Speakeasy AI. We have years of experience in providing AI-centered solutions to business and are the only contact center AI that offers Speech-to-Intent™ solutions. Contact us today to learn more about our company and how our solutions can integrate into our existing systems quickly, at a low cost, yielding high results.

Use An AI-Powered Guest Experience to Reduce Costs & Improve Sales 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

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