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. 
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.

Introducing Speakeasy AI – Voice Recognition That Actually Understands Customers

For people on the business side of a customer relationship, the recipe for understanding a customer starts with authentic listening. Listening done right doesn’t create a word list, it creates a picture in your head of what the speaker is saying, describing, and what she/he needs. It should be no different for automated voice systems. With this in mind, we set out to build a company and solution that delivers the voice future we were promised when we first heard “the robot lady.” You all know her…and when you find her,  in an IVR, with Siri or with Alexa – you like her if, and only when, she gets you. For our team, we are beyond excited to have a solution that can actively listen and understand the full picture of intent. We believe
  • Authentic listening requires understanding as the primary goal above all else
  • Authentic listening requires knowledge of what is unsaid, as well as what is said
  • Authentic listening requires technology that is ready to serve, but doesn’t impose “solutions”
Today’s Voice CX is muddled – not at all what it can and should be. IVR is one of the examples of voice technology that, like Tamgotchis and Palm Pilots, are set up to serve a use case from 20 years ago. We have passionately jumped into this world with knowledge from the self-service, AI and voice worlds that crosses a spectrum of business practitioners, product developers, AI market pacesetters and CX consultants to do one thing better than anyone has done it before – understand your customers. I can turn up the thermostat with Alexa, you better believe I should be able to add HBO when Game of Thrones returns with a quick, easy phone call. Join the movement – make it easier for your customers to be understood. At Speakeasy AI, our mission is to make it easier for businesses to understand their customers in voice channels. Simply put – Listen. Help. Remember. Improve. By using our patent-pending Speech-to-Intent™ engine, our real-time customer understanding based reporting system, and our rapid update and improvement cycle, enterprises can finally connect their customers’ voice to enterprise AI investments and deliver the future their customers were promised. We hope that as we expand on our case to the world, you will join us – as a reader of our blog, as a viewer of our video content, and as a listener to our podcasts. If you are tired of the lame voice experiences that live siloed from some of the more exciting digital automation and AI that is out there…you are not alone. We have built and are building this for you – and more importantly, your customers. I read this. So now what? Well, thank you so much for reading! We are just getting started. Occasionally, we’d like to send you an email – not spam, hard sells or lame weekly updates. This content will include things that like-minded folks who have an interest in this world have found worth the read/view/listen. And it won’t be more than once or twice a month at most. We promise. If you’d like to have a conversation now – we are all about listening and would love to learn more about you. You can engage or drop us your email by simply clicking on the speech bubble in orange and we will be happy to chat more.

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