Why Voice Recognition Is The Next Big Thing In Cx

Voice recognition or alternatively also known as speech recognition is a computer software or hardware device which is capable of decoding the human voice from its analog form to digital data readable by the computer or any smart devices. In recent years, voice recognition has experienced tremendous growth with application in various sectors including the bpo and call center industry.

At the present scenario, voice recognition technology is now being integrated with call center software so that it can be used in handling incoming customer calls in order to provide better customer experience. In some cases advanced interactive voice response (IVR) systems use the voice recognition technology so that the customers can interact with the system using voice command instead of pressing any buttons.

Therefore, it is a matter of fact that voice recognition is going to be the driving force or the next big thing in Cx or customer experience.

We are slowly adopting voice recognition technology in our daily life but we fail to notice the change in our behavior. In the past businesses used to compete with each other with their websites and tried to make them as much user-friendly as possible. But now the focus is shifting towards voice recognition and interactivity.

Several companies have started investing in the promotion and development of voice recognition with Apple, Microsoft, Facebook, and Google being the few of them who are in the top list. As per a report by CB Insights the global voice recognition market is expected to grow to $50 billion by the year 2024.

Connecting With Customers:

Voice recognition can be a great way of connecting with customers and provide them with a hassle-free experience each time they call at the contact center. With the help of voice recognition technology, an existing customer can be identified easily and better solutions can be provided to him or her depending on his past behaviors and purchasing patterns. The customers don’t have to repeat their query again and again or type in his question. He simply needs to say his query and his question will be answered.

Moreover, it is important to understand that voice or oral communication creates much more trust than scrolling for information online. So whenever a customer has decided to call rather than searching information online it means he has urgent questions or queries in his mind and if they are answered properly in an accurate way then there is a chance of instant purchase. Moreover, the way you handle a customer over a call creates an impression about your business and so it is extremely necessary that not a single call goes unanswered and here voice recognition plays a major role.

Moreover, customer request can simply be resolved with the help of voice recognition technology at times of limited agent availability and it can be a game-changer at those cases.

Bot Support To Customers:

Voice recognition when combined with bot support can give a mind-blowing experience to the customers and help them with decision making at the time of any purchase. The social nature of shopping can be engaged by voice recognition platforms with the help of chatbots. The system will interact with the customers and ask additional questions if needed in order to provide with additional information about the item chosen by the customer. The system can even guide the customer on the webpage and will assist him in making the purchase and after purchase services if necessary.

Voice recognition technology provides advanced customer support and enriches the customers with a feeling of substantive dialogue thereby making the shopping experience more pleasurable and full of fun. Voice recognition will act as the first layer of support for the customers and will divert them to a real contact agent in case of any critical questions or unknown situations. In this way, it also reduces the work of the call center agents substantially and provides them with the necessary support at the time of need.

Better Accessibility:

Voice recognition play a vital role in providing us with better accessibility in our daily life. Human beings naturally communicate with each other using or voice communication and thus any customer would definitely find it easier to communicate with any business via voice recognition technology rather than using their hands. Moreover, voice recognition makes it easier for disabled people or semi impaired people to interact with customer support as they do not have any other option open for them. Overall voice recognition plays a phenomenal role in improving customer experience.

Customer Data Insights:

Voice recognition technology is improving each day and now with the integration of AI (Artificial Intelligence) it has become more smart or intelligent and will play a vital role in data collection and processing. Now the system has developed the ability to learn about real-time customer choice and preference with the help of language collocations identification and grammar usage. Once all these data and vital information related to customer behavioral pattern are analyzed the contact centers will be able to provide much more improved customer support and more effective promotional activities.

Reduction in Operational Cost:

Voice recognition will play an important role in reducing the operational cost of businesses. It has the capability of converting complicated IVR menu into easy to use operating system and thus fully capable of handling the 1^st layer of customer support. Voice recognition backed by AI and bot support will be able to identify each customer based on their voice data and provide them with additional options depending on their inputs. In most cases it will solve the customer queries even before reaching to an agent. This will definitely reduce the number of call center agents required in an organization and will lower the operating cost substantially as most of the work will be handled by voice automation.

Thus to conclude we can say that voice recognition will definitely be the next big thing in Cx and it will influence our life in a holistic way.