Conversational AI revolutionizes customer service by automating interactions with AI-driven voicebots, providing 24/7 seamless support. Intelligent voicebots understand people’s intentions, needs, and expectations, responding independently via multiple communication channels with contextual, accurate responses.
AI-driven virtual assistants streamline customer interactions, making every exchange faster, more thoughtful, and more intuitive. Conversational voicebots use speech recognition and natural language processing (NLP) to understand and respond to customer queries via dialogue.
In a previous article, we explained how voicebots identify speech and language patterns using AI and machine learning (ML) to automatically recognize and respond to human speech. It also discusses how conversational voicebots help brands enhance customer support strategies. You can read the blog here. However, this blog will discuss practical use cases for AI voice bots, including the technology’s application areas for 10 industries.
Value proposition of AI Voicebot: Less effort, more success
The conversational voicebot is an AI marvel that engages in conversations autonomously to respond to customer queries, fostering smooth communication. Unlike legacy support systems, voice assistants don’t just repeat or broadcast prerecorded messages. Instead, AI Voicebots anticipate customers’ issues to deliver accurate, empathic service experiences in real-time, furthering your organization’s quality of customer support.
Voicebots also excel at reducing agents’ and customers’ manual workloads. For instance, agents do not need to copy, type, or switch between applications to log service and support requests. Nor are 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 hasten accurate case resolution.
Personalized customer service: How AI Voicebots are changing industries
Let us understand how various industries improve customer engagement, automate support functions, and refine customer service with AI-driven conversation bots through sample use cases.
1) Voicebots in healthcare and medical tourism: Bespoke care simplified
Hospitals and care facilities provide critical support to society and are frequented by people seeking treatment or care with their friends/relatives. The demand for healthcare and holistic well-being has resulted in specialized care facilities becoming bustling centers of medical tourism.
Whether it is inquiring about institutions’ operational hours, finding availability of beds, seeking consultations from specialists, finding information about drugs and treatments at any time, or inquiring about special packages. It can be much better than having to wait to talk to human representatives when in a hurry.
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 cover, etc., easier than they would have if they tried communicating with human representatives.
- 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 industry: Targeted solutions through intelligent conversations
Insurance is an essential service that helps people from all walks of life. It safeguards them and provides financial support in times of distress. Insurance services are provided under three primary categories: Underwriting Procedure, Policy Servicing, and Claim Settlement. Due to the processes’ wide variety and 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 voicebots can quickly assess customer requirements and direct them to the appropriate service and support queue.
- Stops repeated customer queries from being delivered to live agents and helps customers with issues related to policies, renewals, and claims.
- Whether accessing service-related assistance or finding out your policy’s no-claim bonus amount, learning how to file claims, etc, successfully is made possible with voicebots.
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 hands-free with voicebots. These AI marvels can resolve customer queries quickly and improve customer satisfaction.
Voicebots can offer tailored financial advice, assess investment risks, and develop appropriate strategies based on individual customer profiles and goals. It’s an excellent tool for improving organizational efficiency, boosting customer satisfaction, and gaining a competitive edge in the market.
- 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 only thing customers love and appreciate more than on-time performance is 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 servicedesk 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 Systems (ERP), 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.
- 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, voice bots provide a quicker, more seamless, and more fulfilling experience to customers of utility service providers. Look at the host of services: electricity connection, water, natural gas, telephone, postal services, waste disposal, etc. So many services and keeping track of these services individually can take time and effort.
From providing timely updates to customers to directing them toward self-service systems with detailed knowledge bases, AI voice assistants’ flawless performance ensures fantastic customer experiences —it magnifies a customer’s confidence in your organization and creates a loyal client base.
- Voice assistants 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 Telecom: Contact-less 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 and elevate customer experiences 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.
- 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 travel and tourism: 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 voicebots allow customers to look for information and access services anytime without requiring live agents to be present.
- Notifies travelers about important updates such as flight changes, gate changes, or travel advisories, ensuring they stay informed and minimizing potential disruptions.
- Multilingual conversational voicebots can be programmed to understand and respond 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
Education has become highly personalized and accessible thanks to advancements in technology. Advancements in AI technologies help students excel academically and reach their full potential. Intelligent voice assistants powered by AI help educators provide personalized support and guidance to students. That’s not all; AI-driven conversation bots help students and academic institutions with support and information related to administrative activities.
Whether it is answering students’ queries related to courses and examinations, details of course structure and faculties, information about course fees, eligibility for grants and scholarships, or availability of financial support through loans. Intelligent voicebots powered by AI assist students with all necessary information without forcing them to navigate complicated processes.
- Helps students obtain information on course availability, cut-off marks, and admission processes.
- Provides information related to the number of classes held in a semester, students’ attendance reports, and academic performance reports to institute administrators, students, and parents in a unified manner.
9) AI voicebots in retail markets: Hassle-free support experiences made possible with AI
In today’s cut-throat competitive marketplace, the chief differentiator among brands is the quality of service and customer support. Brands experiencing high customer demand often find themselves wanting resources that can help them provide customers with the most premium quality experiences. The acute shortage of resources is felt especially more during holidays and festive seasons when sales and requests for support are extraordinarily high.
AI-driven bots with conversational 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 on various products and help with purchases, returns, exchanges, etc. All this is done without having to employ additional human resources. Intelligent assistants help brands improve CX without additional expenditure.
- Handles common inquiries such as order tracking, return requests, and product information. besides, assisting 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 eCommerce: Deliver tailored solutions to customer queries in a timebound manner
For an eCommerce business, it is difficult for customers to talk to an agent in person,
Unlike in physical stores, where interactions hasten communication between customers and agents to enable 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 eCommerce firms as they facilitate instantaneous communication. AI voicebots provide customers with support related to orders, delivery schedules, exchanges, and returns. Customers can pick up their phones, speak to the intelligent voice assistants, and have their questions answered. No waiting in long IVR queues to speak to a human agent. Quick answers to instant questions.
- 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.
Conclusion
Building a profitable, customer-centric brand that enhances customers’ experiences is essential for institutional success. AI-powered intelligent 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.
AI voicebots 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.