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CX Revolution- Why AI Is Changing The Game

By December 9, 2021December 20th, 2021No Comments

The success of many companies is increasingly linked to the quality of the customer experience. This is also confirmed by studies by Gartner: where an astounding 80 percent of marketing managers assume that the customer experience area will play a decisive role in competition.
VoiceBots and Chabot’s are increasingly used to improve customer service. However, a number of myths have emerged from this successful technology campaign.
Bots are used more and more in customer service – and for good reason: They carry out routine activities such as ordering products, making payments and checking the account balance automatically. The advantages are apparent.

Research Supports The Growing Demand For Chatbots & Voicebots

According to Juniper Research analysts, catboats will save companies worldwide more than $ 8 billion a year by 2022. Chabot’s not only bring many advantages to companies, consumers are also more open to you. In fact, a recent report has shown that for 45 percent of customers, Chabot’s are the preferred means of communication for their requests.

Does that mean that contact centers just have to use a Chabot and can they already offer customers exceptional experiences at every touch point of their customer journey? Probably not … Such and similar myths lead to the wrong use of bots and ultimately to poor customer service. Before companies use bots to transform customer experiences, they have to be able to differentiate what bots can do and where they are limited.

Myth # 1: A bot just in case

Probably one of the most common myths about bots is that they are true all-rounders. While bots in general can increase efficiency and master a long list of challenges in many industries, a single bot cannot do all the tasks alone. The first step for companies that want to successfully integrate bots is to clearly define the problem to be solved and the desired results. The use cases should be targeted and clearly focused. That’s why sovran work with enterprise business to do a top to bottom analysis for where VoiceBots can deliver real world results.

For example, a Chabot can support customers with questions about their car insurance if it was developed for this particular application. But what he then cannot do is tell customers whether they are entitled to a rental car if their own car needs time-consuming maintenance. A VoiceBot can…it can take this analysis of a situation to the next level and be tuned to know what questions lead to what range of outcomes. This is about using artificial intelligence.

Myth # 2: Bots make people redundant

Another persistent erroneous belief is that bots are superheroes in customer service that can do the job of the agents anytime, anywhere. True to the motto: implement a bot and tada – a human agent is no longer needed. In reality, however, things look different: bots do not replace people, but expand their options for action.  AI technologies such as bots will not endanger jobs. They can replace mundane jobs and allow for EX improvements. Employee experience is vital in the need to recruit and retain staff. So a more challenging and fulfilling role addresses that.

Bots are predestined to take on simple, repetitive tasks. But in many situations people are needed – for example, because of their intuition, empathy and creative problem solving approaches.
Does this mean that companies have to choose between bots and human employees? The answer is: no! Because a real win-win situation for companies only arises when people and machines work in harmony. So, for example, if a customer has a conversation with a brand and speaks to both – bot and agent – who interact seamlessly with each other until the issue is resolved, the full potential of that connection unfolds. Both benefit from this: the customer and the employee. Customers are satisfied because their inquiries can be processed quickly and easily – while employees are freed from time-consuming and nerve-racking routine tasks. This allows them to focus on more complex and meaningful tasks. In many cases, bots work in the background to help agents find certain necessary information, among other things. In this way, customers can be offered the best possible service.

Myth # 3: Bots are only good for chatting

A third mistake is evident in the popular opinion that bots are limited to text and digital channels in their interaction with customers. With this approach, companies do not use the potential of bots. Leading companies, like sovran, are already offering technologies that allow bots to conduct voice channel conversations using a common management system. Bots that have been developed for the web, for example, can also be used for a 0800 number or called from a smart speaker.

In addition, bots can now do more than just conduct dialogues – they are increasingly using ready-made and integral processes or “micro-applications”. These make life easier for the user by providing a wealth of relevant content. Bots not only help customers get there faster, they also ensure that companies benefit optimally from every single customer contact.

Myth # 4: A bot requires a lot of IT resources

The misunderstanding that companies need a large IT department and a number of highly qualified data scientists to use and effectively use bots persists, but it is no longer up to date. Nowadays, technology is at a point where companies no longer need their own specialists to use chat and voice bots. However, the introduction of a bot requires thorough planning, design and development to ensure that it meets the specific requirements within the company. Successful bot implementations also require the involvement of important stakeholders who are involved in the customer journey – whether from the contact center, sales or marketing.

Bots: more than just myths…

“Digital first” is the maxim today, and companies must offer an excellent customer experience if they want to be competitive in the long term. Automation via bots is a big step in the right direction. To be able to use the technologies effectively, companies have to look behind the common myths. Only then can bots enable seamless and versatile interactions that delight customers and employees alike.

Forward-thinking companies recognize that despite innovative bots, they can only fully exploit their potential if they ensure that the technology is integrated into their contact center and customer experience functions. Bot technology therefore offers real added value if it is part of a well-designed customer journey in which chat, language and human interactions are seamlessly linked and used at exactly the right moment.

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Walter is a co-founder and CEO of Sovran. Walter has spent over 21 years in the speech recognition industry and started developing the technology behind Sovran after experiencing the limitations resulting from the ordinary machine learning methodologies applied to speech recognition first hand.
Prior to Sovran, Walter collaborated with the FBK institute of Trento in Italy, and worked in technical roles in the research laboratories of Telecom Italia and with AT&T Shannon Labs in Florham Park (New Jersey, USA). During his time at A&T, Walter was involved in the development of an advanced VB help desk system which was presented to the Institute of Electrical and Electronic Engineers (IEEE) in 2006. He speaks Italian, Portuguese, Spanish and English, and has a degree in engineering with a specialism in robotics from Politecnico di Milano.
Walter is a co-founder and CEO of Sovran. Walter has spent over 21 years in the speech recognition industry and started developing the technology behind Sovran after experiencing the limitations resulting from the ordinary machine learning methodologies applied to speech recognition first hand.
Prior to Sovran, Walter collaborated with the FBK institute of Trento in Italy, and worked in technical roles in the research laboratories of Telecom Italia and with AT&T Shannon Labs in Florham Park (New Jersey, USA). During his time at A&T, Walter was involved in the development of an advanced VB help desk system which was presented to the Institute of Electrical and Electronic Engineers (IEEE) in 2006. He speaks Italian, Portuguese, Spanish and English, and has a degree in engineering with a specialism in robotics from Politecnico di Milano.
Giovanni is a co-founder and the IT & R&D Director of Sovran. He has been instrumental in developing the technology and trade secrets that give Sovran an edge over every other VB provider in the industry today. Prior to Sovran, Giovanni worked at AT&T Shannon Labs in Florham Park (New Jersey, USA) as a researcher, focusing on natural language, advanced dialogue systems, and grammar design. He also collaborated on various R&D projects with the University of Edinburgh, Berkeley ISCI, and TecnoMarche Scientific Park. Additionally, he was involved in the development of an advanced VB help desk system that was presented to the Institute of Electrical and Electronics Engineers (IEEE). He is fluent in Italian and English, and holds a master's degree in Telecommunications Engineering from the University of Rome, as well as a specialization degree in Audio-Visual Processing and Information Technology from the CEFRIEL Research Centre in Milan.
Giovanni is a co-founder and IT & R&D Director of Sovran and has been working alongside Walter since the beginning in 2008. He has been instrumental in developing the technology and trade secrets that give Sovran an edge over every other VB provider in the industry today. Prior to Sovran, Giovanni worked with Walter at AT&T laboratories as a researcher focusing on natural language, advanced dialogue systems and grammar designs. He also collaborated on various R&D projects with the University of Edinburgh, Berkeley ISCI and TechnoMarch Scientific Park. He is fluent in Italian, Portuguese and English, and has a masters degree in Telecommunications Engineering from the University of Rome, a masters degree in Audio-Visual Processing and Information Technology degree from the CEFRIEL Research Centre in Milan.
Giovanni joined Sovran with the task of helping the company develop its corporate strategy and governance. With previous experience in executive roles and strategic partnerships he is responsible for ensuring the business infrastructure evolves as the business goes through its next phase of growth. Giovanni is London based and speaks Italian and English.
Giovanni joined Sovran with the task of helping the company develop its corporate strategy and governance. With previous experience in executive roles and strategic partnerships he is responsible for ensuring the business infrastructure evolves as the business goes through its next phase of growth. Giovanni is London based and speaks Italian and English.
Patrick is responsible for defining, implementing and ensuring the alignment of the IT strategy to the company’s strategic goals and also leads the company’s R&D team. Prior to Sovran, Patrick worked in technical roles at Unisys Brazil, Banco BBM, Datamec, Contax and Tata. He holds a degree in mechanical engineering, a masters in Business Management and IT, and a masters in computing with a research line in machine learning and natural language processing. Patrick speaks English and Portuguese.
Patrick is responsible for defining, implementing and ensuring the alignment of the IT strategy to the company’s strategic goals and also leads the company’s R&D team. Prior to Sovran, Patrick worked in technical roles at Unisys Brazil, Banco BBM, Datamec, Contax and Tata. He holds a degree in mechanical engineering, a masters in Business Management and IT, and a masters in computing with a research line in machine learning and natural language processing. Patrick speaks English and Portuguese.
Clive joined Sovran to lead the company’s growth strategy and revenue. Clive has over 30yrs of B2B marketing and enterprise development in UK, US and EMEA. He commenced in the tech sector in the 90’s, developing fraud prevention solutions for the banking and insurance sector. Since then he has developed both start and scale up’s in the tech enterprise space such as Translation and E-learning, including some of the fastest moving markets in digital commerce such as The Hut Group, IHG, and TJ Maxx. Clive attended Brunel University studying Vehicle Technology and Engineering and is classically trained via CIM and Miller Heiman.
Clive joined Sovran to lead the company’s growth strategy and revenue. Clive has over 30yrs of B2B marketing and enterprise development in UK, US and EMEA. He commenced in the tech sector in the 90’s, developing fraud prevention solutions for the banking and insurance sector. Since then he has developed both start and scale up’s in the tech enterprise space such as Translation and E-learning, including some of the fastest moving markets in digital commerce such as The Hut Group, IHG, and TJ Maxx. Clive attended Brunel University studying Vehicle Technology and Engineering and is classically trained via CIM and Miller Heiman.
Marcelo is responsible for pre-sales, bot solution architecture, the preparation of technical proposals and ensuring the company’s main customer VBs are fully functional at all times. He has extensive experience in telecommunications, having previously worked in technical roles for NEC Brazil, NEC Japan, Telecom Systems, nTime, MobWave and BizVox. Marcelo holds an MBA in Telecom Management at Educação Executiva, and Electronic Engineering degree from The Instituto Tecnológico de Aeronáutica and a masters degree in Business Administration from The Pontifical Catholic University of Rio de Janeiro. Marcelo speaks Portuguese, Japanese and English.
Marcelo is responsible for pre-sales, bot solution architecture, the preparation of technical proposals and ensuring the company’s main customer VBs are fully functional at all times. He has extensive experience in telecommunications, having previously worked in technical roles for NEC Brazil, NEC Japan, Telecom Systems, nTime, MobWave and BizVox. Marcelo holds an MBA in Telecom Management at Educação Executiva, and Electronic Engineering degree from The Instituto Tecnológico de Aeronáutica and a masters degree in Business Administration from The Pontifical Catholic University of Rio de Janeiro. Marcelo speaks Portuguese, Japanese and English.
Mateus is responsible for marketing and sales at Sovran LA. He develops the sales strategy, customer experience and improves various customer facing technology platforms. Prior to joining Sovran, Mateus began his career in trade marketing at Danone in Brazil and then shifted his focus to restructuring companies in the metallurgical domain to help them diversify into new markets. Mateus has a degree in business administration from Escola Superior de Propaganda e Marketing in Brazil and a postgraduate degree in business management from Fundação Dom Cabral in Brazil.
Mateus is responsible for marketing and sales at Sovran LA. He develops the sales strategy, customer experience and improves various customer facing technology platforms. Prior to joining Sovran, Mateus began his career in trade marketing at Danone in Brazil and then shifted his focus to restructuring companies in the metallurgical domain to help them diversify into new markets. Mateus has a degree in business administration from Escola Superior de Propaganda e Marketing in Brazil and a postgraduate degree in business management from Fundação Dom Cabral in Brazil.