The year 2023 opens with many uncertainties but, according to Spitch – a global one-stop shop vendor for conversational AI solutions based in Switzerland – one thing is for sure: conversational AI will remain in demand for the years to come. Spitch's experts have identified three key trends that will characterize the communication automation and CX agenda.
For some time now, the drive to improve the customer experience has increasingly had to take both sides of communication into account. For companies that strive to provide quality service, it is no longer enough to limit themselves to improving only the end-user’s perception and the level of satisfaction. They must also focus on addressing the experience of their employees – not least because their emotional engagement is an essential ingredient of the positive end-user experience.
In this setting, Spitch's Speech Analytics platform is used to facilitate and support the contact center operator's work. In fact, it enables real-time detection and understanding of what is happening in a communication and, as a result, helps the agent to satisfy the customer’s needs and expectations in the course of the conversation, ensuring great CX results. The real-time voice analysis function displays customer information on the agent's desktop and analyzes customer sentiment, helps asking appropriate questions at the right time, and automatically obtains information from CRM or other applications without the need for the agent to actively access an external system.
Organizations deploying conversational AI solutions are increasingly asking for interactions to be simplified and their quality improved. This is possible thanks to the support provided by advanced machine learning components accompanied by a low-code, no-code approach, which allows new solutions to be implemented quicker and without the need for the involvement of IT professionals with coding experience.
Quality assurance, thanks to the adaptive capabilities of artificial intelligence, boils down to an improved understanding of the reasons for waiting on the line, the effort required from the customer to complete a process, identification of best practices and a clear vision of skills and scripts that are needed to serve the customers efficiently.
AI-powered products are increasingly becoming modular parts of a single solution, rather than separate solutions. For instance, virtual assistants tend to be seamlessly interconnected with speech analytics and voice biometrics, being also linked to a constantly updated knowledge base and having the capability to deliver human support in any channel whenever required.
Speech analytics and voice biometrics can offer many advantages to companies as stand-alone products, but their combination is even more effective in many respects. For example, voice biometrics can be used to personalize the management of a conversation between the customer with verified identity and the virtual agent. The level of personalization can also be further increased, as well as the quality of the service offered and the CX in general, with the complementary use of speech analytics, which allows even more detailed analysis and precise individual recognition of the customer intents and needs.
Last, but not least, we see that another emerging trend is focusing on the provision of industry-specific expert support to business stakeholders who are interested in increasing the overall company value by implementing effective conversational AI solutions. Providers that own a full product stack are clearly in a better position to offer comprehensive consulting support and drive innovation.
“Conversational AI technologies will play a key role in redefining the customer experience in the year ahead. AI is not just one technological component among many, but largely an enabler of a new culture and mentality aimed at delivering positive CX at both ends of communication in virtually any setting, with a particular focus on the end-customer experience”, said Piergiorgio Vittori, Director of Spitch Italy and International Managing Director of Spitch.
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