How Has Speech Technology Improved Customer Experience?

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Speech technology has improved customer experience in several ways. CRM, for example, is able to provide the most up-to-date information about customers, allowing agents to handle their calls more efficiently. Speech technology also makes self-service IVR easier than ever to use and gives customers the ability to resolve issues with just a few simple commands.


Onboarding new employees is also easier when you can provide them with preloaded scripts, and training new hires becomes more efficient thanks to preloaded vocabulary lists that allow them to learn faster by using any device they want!


Optimized CRM and Customer Data Management


Speech technology, coupled with Customer Data Management (CDM), has the potential to help businesses better organize and manage their customer data. Speech-enabled systems can be used to improve accuracy and reduce errors in CDM processes by allowing employees to easily access information via voice commands instead of manually typing search terms into a database or searching through spreadsheets.


Self-Service IVR for Faster Resolution


Speech analytics is a technology that allows customers to resolve their own issues without having to wait on hold or talk with a live agent. In other words, it’s a way for you to have your customers resolve their own issues without having to spend time on hold. Verint professionals say, “Proud to offer the most-used and highest-rated speech analytics software on the market.”


It can be used in both inbound and outbound calls, but it’s especially effective when dealing with internal customers who need help resolving account-related issues. The idea behind speech analytics is that you can build scripts around common customer questions and then use these scripts as part of your IVR system. For example, when the caller presses “1” on the telephone keypad during an outbound call or clicks through from an email campaign inviting them to stay on the line for self-service, resolving their issue quickly—no matter what kind of connection they’re using.


Faster Onboarding and Training for Agents


One of the biggest benefits of speech technology is that it speeds up agent training. Training time has been reduced by as much as 75 percent, meaning new employees can be on their feet and help customers faster. With a better onboarding process and more efficient employee retention, you’ll also see improved customer experience.


Mobile Customer Support


In the age of mobile, customers expect to be able to reach customer service on their mobile devices. They want the ability to resolve issues and provide feedback on the go. For example, customer service agents can use mobile devices such as tablets or smartphones to access customer data and records in real-time.


This allows them to provide a more personalized experience for their customers than ever before by responding quicker with accurate information (for example, knowing which products you’ve purchased). For example, the shift from desktop computers to mobile has changed how businesses are run in many ways—not just when it comes to customer service.

The impact of speech technology in customer service has been revolutionary. As you can see from the examples above, it has helped businesses improve how they engage customers. This is particularly true regarding self-service IVR or automated call routing. Customers are able to navigate through menus and engage with agents faster than ever before, leading to better experiences for everyone involved.


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