Industry Insights: Leveraging AI Voicebot For Targeted Customer Care

Conversational AI revolutionizes customer service by automating interactions with AI-powered voicebots, providing 24/7 seamless support. Intelligent voice assistants understand customer's intents, needs, and expectations, to independently respond with contextual answers. 

AI-based virtual assistants streamline customer interactions, making every exchange faster, more thoughtful, and more intuitive. They use speech recognition and natural language processing (NLP) to understand and respond to customer queries via dialogues. 

In one of our previous articles, we explained how voice assistants identify speech and language patterns using AI and machine learning (ML) to automatically recognize and respond to human speech. It also covered how conversational AI voicebots help brands enhance customer support strategies. And so, in this blog we discuss practical use cases of AI voicebots across 10 industries.

Value proposition of AI voicebot: Less effort, more success

A conversational voice assistant intelligently engages in conversations to respond to customer queries, fostering natural communication. Unlike legacy support systems, voice assistants do not repeat or broadcast prerecorded messages. They anticipate customer issues to deliver accurate, empathic service experiences in real time, furthering your organization’s quality of customer support. 

Voice assistants reduce manual workloads of agents and customers. For instance, agents do not need to copy, type, or switch between applications to log service and support requests. Nor are the customers forced to repeat or type in information. The voice assistant understands customer inquiries, extracts case-related data, and fetches relevant information from a knowledge base to provide an accurate case resolution.

How voice assistants are empowering businesses

Let's explore how various businesses from different industries improve customer engagement, automate support functions, and refine customer service with AI-driven conversation bots through sample use cases.

1. AI voicebots in healthcare: Bespoke care simplified

Hospitals and care facilities are frequently visited by people seeking treatment or care for themselves, their friends, or family members. The demand for healthcare services has resulted in establishment of specialized care facilities.

Whether customers are inquiring about a hospital's operational hours, bed availability, specialist consultations, medication details, or special packages, voicebots offer immediate options for such queries. This can be far more efficient than waiting to speak with human representatives, especially when time is critical. The voicebots equipped with automatic translation features make it easier for people of various linguistic backgrounds to obtain information like previous hospitalization records, financial expenditure, insurance coverage, etc. An AI voicebot also:

• Answers frequently asked questions about opening hours or available services.
• Reminds patients of upcoming examinations, resulting in fewer appointment cancellations.

2. AI Voicebots in the insurance sector: Targeted solutions through intelligent conversations

Insurance is an essential service that safeguards people's lives and provides them financial support in times of distress. Insurance services are provided under three primary categories: underwriting procedure, policy servicing, and claim settlement. Due to the wide variety of processes and their nuanced nature, accessing help and support can become quite difficult for customers.

Functions like policy servicing and claim settlement require liaison with customers and other organizations like law enforcement authorities, product service centers, etc. AI-powered customer service bots can help customers by efficiently triaging them. That means voice assistants can quickly assess customer requirements and direct them to the appropriate service and support queue. An AI voicebot also:

• Stops repeated customer queries from being delivered to live agents and helps customers with issues related to policies, renewals, and claims.
• Offers service-related assistance, finds out your policy’s no-claim bonus amount, and helps with the complete claims process.

 3. AI-powered voicebots in banking and financial markets: A simple "Hello!" can get you all the information you need

AI-driven technologies are helping financial institutions understand and fulfill the needs of a modern, fast-paced society. Customers are likely to have queries regarding personal finances or even the global economy at times. AI voicebots can help resolve a myriad of customer queries with a simple Hello!

Routine tasks like account balance inquiries, fund transfers, and bill payments can be quickly resolved with voicebots. Voice assistants can offer tailored financial advice, assess investment risks, and develop appropriate strategies based on individual customer profiles and goals. It is an excellent tool for improving organizational efficiency, boosting customer satisfaction, and gaining a competitive edge in the market. An AI voicebot also:

• Enables customers to access important account-related information anytime and anywhere with simple voice commands.
• Helps customers easily navigate financial markets and provides tailored resolutions based on customer profiles, risk appetite, and financial goals.

4) AI voicebots in logistics and transport: Access information anytime, anywhere

In the logistics, transportation, and warehousing industries, the one thing customers love and appreciate more than timely delivery is the instant access to information. From real-time routing and tracking information and performance reports of suppliers to providing consolidated insights from business analytics, AI-powered voicebots integrated within your helpdesk software makes it easier for customers to communicate with your helpline and do business with you.

The service desk software, which has third-party software integration capabilities, connects with existing systems like transport management systems (TMS) or enterprise resource planning (ERP) systems, which are popular tools used by the supply chain and logistics industry. The AI voicebot can fetch information easily from these systems and provide it to customers without navigating long and confusing IVR menus or being subjected to extended hold times by agents trying to look for answers to your customers’ queries. An AI voicebot also:

• Provides real-time routing and tracking information, updates on location, and estimated delivery times.
• Assists automating routine tasks like scheduling deliveries, modifying delivery instructions, and confirming delivery details.

5) Intelligent voice assistants in utility companies: Simplifying service and support delivery

Since speaking is faster than typing or navigating through menus, voicebots provide a quicker, more seamless, and more fulfilling experience to customers of utility services. Utility services include electricity connection, water, gas, telephone, postal services, waste disposal, etc. Independently keeping track of who the beneficiaries of these services are can be time-consuming.

From providing timely updates to customers to directing them toward self-service systems with detailed knowledge bases, AI voice assistants seamlessly ensure fantastic customer experiences — magnifying a customer’s confidence in your organization and creating a loyal client base. An AI voicebot also:

• Provide conversational assistance and information related to accounts and service updates.
• Helps customers log service-related complaints and suggestions and even schedule location visits for support.

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6) Conversational voicebots in telecommunications: Contactless connections for robust relationships

Telecommunication services are the backbone of a connected world. The democratization of technology and the rapid infiltration of the Internet in modern society have helped us remain more connected than before. From voice calling services to data, video streaming, and OTT (over-the-top), telecom service providers fulfill essential requirements of keeping customers connected and entertained.

Players within the telecom sector fulfill many customer obligations. Maintaining a robust customer information and helpline system is imperative for service providers. Intelligent voice assistants streamline service and support processes by providing information and resolution of issues related to bill amount, tariffs for data and roaming, coordinating visits by technical teams to customer locations, inquiries related to new subscriptions, relocation, and account closure. An AI voicebot also:

• Reaches out to customers with important updates, such as planned maintenance or service outages, improving transparency and managing expectations.
• Guides customers through basic troubleshooting steps for common technical issues, resolving problems quickly and efficiently.

7) AI voicebots in tourism and hospitality: Helping brands go the extra mile

Travel is an integral part of our lives and requires coordination with multiple agencies for a successful journey to become a reality. From obvious requests like hotel reservations and booking of transport services to planning itineraries, AI virtual assistants are well-equipped to field most inquiries and provide resolutions without requiring clients to navigate irksome IVR menus.

Customers can also reschedule or cancel bookings, request services, receive status updates of pending requests, process refunds, and much more through voice-based commands. Conversational AI voicebots allow customers to look for information and access services anytime without requiring live agents to be present. An AI voicebot also:

• Notifies travelers about important updates such as flight changes, gate changes, or travel advisories, ensuring they stay informed and minimizing potential disruptions.
• Understands and responds to customer inquiries in multiple languages, breaking down communication barriers and improving accessibility for international travelers.

8) AI-powered virtual assistants in education: Providing information for a successful future

From answering students queries on courses and examinations to providing details on grants, scholarships, or financial loans, AI-powered voicebots assist them with all the necessary information. They eliminate the need for students to navigate complicated processes. An AI voicebot also:

• Helps students obtain information on faculty for courses, cut-off marks, and admission processes.
• Provides information related to the number of classes held in a semester, attendance reports, and academic performance reports.

9) AI voicebots in retail markets: Hassle-free support experiences made possible with AI

In today’s cutthroat competitive marketplace, the chief differentiator among brands is the quality of service and customer support. Brands experiencing high customer demand often find themselves needing more resources to provide customers with a consistent quality experience. The acute shortage of resources happens especially during holidays and festive seasons when sales and customer queries are extraordinarily high.

Voicebots with conversational AI features help brands scale their support-delivery systems for uninterrupted customer service and ensure fantastic experiences. These intelligent bots can provide information on product availability, promotional offers, and discounts, and help with purchases, returns, exchanges, etc. All this is done without involving a human resource. Intelligent assistants help brands improve CX without additional expenditure. An AI voicebot also:

• Handles common inquiries such as order tracking, return requests, and product information. And it assists with tasks like order placement, cancellation, and modification, which streamlines the order management process.
• Nudges customers who have abandoned their carts, reminding them of the products left behind, and encourages them to complete their purchase.

10) AI voicebots in e-commerce: Deliver tailored solutions to customer queries in a time-bound manner

For an ecommerce business, it is difficult for customers to talk to an agent in person. Unlike in physical stores, where interactions between customers and agents result in quick resolution of common issues, it is difficult for customers to talk to a support agent in person when shopping online.

Voicebots are the easiest solution for e-commerce firms, as they facilitate instantaneous communication. Voice assistants provide customers with support related to orders, delivery schedules, exchanges, and returns. Customers can pick up their phones, speak to a voice assistant, and get their questions answered. No waiting in long IVR queues to speak to a human agent. An AI voicebot also:

• Analyzes customer data to offer personalized recommendations and assistance, enhancing the shopping experience.
• Processes multiple queries simultaneously, significantly reducing response times and improving customer satisfaction.

Managing an e-commerce business can be a time-consuming proposition. Utilizing an AI solution in your customer service process can work wonders to enhance customer experiences. Explore the best strategies for integrating AI and automation into your e-commerce business through this blog. 

Building a profitable, customer-centric brand that enhances customers’ experiences is essential for an organization's success. AI voicebots are a cost-effective, scalable solution that takes your customer experiences to the next level. It responds to consumer queries from pre-purchase to post-purchase and increases brand advocacy. Voice assistants allow brands to interact conversationally with clients, simplify service and support functions, and deliver the right solutions—without agent involvement.

ThinkOwl’s customer service software with conversational AI improves customer service by automating customer dialogues across multiple channels, streamlining operations, and elevating customer experiences with cutting-edge AI and automation features. To explore all the fantastic features of ThinkOwl, sign up now for a 30-day free trial.