Announcing the AI solution with voice for contact centers

By | 2 minute read | September 21, 2018

It’s the age of customer service and companies cannot afford to fall short of consumer expectations. In the global race to provide efficient service, companies that can’t meet expectations for customer service lose business—to the tune of $62 billion in 2015 alone, according to a 2018 Forrester report.

To improve customer service, many are turning to live phone-based customer service reps for help – driving companies to expand their contact centers at an unsustainable rate. In fact, 46% of global contact center decision makers project their contact centers to grow by up to 10% in the next 12 months. This growth is due to conventional interactive voice response (IVR) systems. These systems ask customers to navigate a series of menus with numerical keypad choices that simply don’t provide the same quality of experience as other self-service channels.

Fortunately, there is a way to meet customer service challenges via voice without sacrificing quality and without breaking customer service budgets.

The AI solution for customer care

The solution lies with intent-driven AI assistants that enhance conventional IVR systems by quickly responding to natural-language queries with intelligent answers.

Besides efficiency, the key to providing quality customer service is providing a consistent level of service across all channels. Customers expect to receive the same quick, high quality answers whether they check a website, enter a text chat, or call for support.

Meet IBM’s Customer Care Voice Agent

Customer Care Voice Agent is a solution that allows you to answer your customer’s common queries over the phone. This technology integrates to your telephone network through IBM Voice Agent, which seamlessly combines Watson Assistant, Watson Speech to Text and Watson Text to Speech. Together, these services create a powerful, unified solution for easily scaling quality customer service interactions.

Customer Care Voice Agent allows customers to use the same conversational speech they would use with a human agent. They don’t need to push buttons in response to robotic-sounding prompts, or even to guess at what keywords the system might understand. Instead, customers can use complete sentences to interact with Watson, which can understand those sentences and select the appropriate, natural-sounding responses.

The system also integrates with backend systems to personalize calls with information about customers and their previous interactions. It can even interact with customers through SMS.

At the same time, Customer Care Voice Agent can quickly and easily transfer less routine cases to human agents tasked with doing what humans do best: responding to other humans with empathy while solving unexpected problems.

All of which reduces frustration for callers, keeping them engaged and less likely to ask for help from a human agent, especially since Customer Care Voice Agent learns from customer interactions to improve its responses over time.

Leading the way forward

The Customer Care Voice Agent is easy to set up and connect to existing call center infrastructure or telephone networks. That’s part of the reason Forrester named IBM Watson Assistant the leader in their report, “The Forrester New Wave™: Conversational Computing Platforms, Q2 2018.”

In the age of customer service, companies can’t afford to offer less than outstanding customer service when and how customers want it. Older IVR systems for scaling customer service departments no longer cut it. Intent-driven AI assistants provide answers to better customer service that scales. The leading business-focused solution, IBM Watson, points the way forward. Download the Customer Care Voice Agent one-pager to learn more.

Discover What Customer Care Voice Agent can do for you business.