by Crystal Collier | Oct 30, 2018 | The Lens Blog
As technology continues to power the Age of the Customer, advances in artificial intelligence and machine learning are changing the way we do business. Conversational user interfaces are becoming widely adopted; voice-first customer service is a great way companies can offer customers help when and where they need it. Although today’s usage is minimal, with only 19% ever trying voice commands for help and 6% doing it frequently, companies need to be preparing to offer this emerging channel. Introduction of a well-designed voice-based user experience (VUX) would likely increase voice-first support adoption over smart devices. A recent study by Social Lens Research identified the following voice-first trends that point to potential VUX use cases: Conversational user interfaces will have major impacts to several common customer service channels: Self-help: Voice search will be an important way to help users find information, self-serve tools, and live support. Chat: Enhanced voice AI chat will allow users to do more advanced and streamlined self-serve via chat. Phone: AI-enhanced phone support will personalize, improve and speed service by equipping agents with customer data, resolution paths, advanced decisioning for refunds/make good gestures and offers. What companies are leading the way in VUX? Unsurprisingly: Amazon and Google. Amazon Connect’s integration with Salesforce allows companies to input frequent customer requests into the platform to help the AI determine where to guide the customer (place an order, product issue, etc.). The contact flow begins with the AI gathering information and determining what the customer needs; if necessary, the customer can ultimately be transferred to a live agent. Capital One, a customer of Amazon Connect, has built out...
