Top 5 Use Cases For AI Voice Bots in Customer Service

AI voice bots are becoming tremendously popular as more businesses and organizations look for ways to leverage AI to automate their customer support automation operations. Well-trained AI voice assistants can truly be incredibly helpful in customer service environments, helping you deliver customer support around the clock, improve customer experience, and reduce the load on your support team.

Although many remain skeptical about the abilities of AI voice bots to deliver the experience today’s consumers have come to expect, some of the most advanced AI voice bot solutions are capable of doing much more than just answering your customers’ questions. In this article, we’ll explore the top 5 use cases for AI voice bots in customer service and, most importantly, how AI voice bots can make things easier for both your customers and your support team.

What is an AI Voice Bot, and How Does it Work?

AI voice bots (also known as conversational agents, AI voice assistants, or whatever you call them) are AI-driven software solutions that can understand human speech and respond to it in a natural way, just like a human customer service agent would. An array of technologies makes that possible, including Automatic Speech Recognition (ASR), Natural Language Processing (NLP), Natural Language Understanding (NLU), Text to Speech, and Machine Learning (ML).

AI voice bots are trained on large datasets, while ML algorithms continuously analyze this data and user feedback to improve the accuracy and relevance of the responses they provide. This means that, similarly to AI chatbots, AI voice bots can become smarter over time.

Top 5 Use Cases for AI Voice Bots in Customer Service Environments

• 24/7 customer support automation

Firstly, AI voice bots can deliver automated 24/7 customer support, answering your inbound calls and helping your customers get answers to their questions and resolve basic issues when your reps aren’t available. An AI voice bot can operate outside of your business hours, on weekends, and during holidays, ensuring your customers always get immediate support whenever they reach out without being put on hold. In fact, according to data from Salesforce, 83% of customers expect to be able to interact with someone immediately when they contact a brand. 

For example, Grocery Delivery Service Instacart utilizes AI voice bots to handle customer inquiries and support requests around the clock, allowing customers to receive immediate assistance without waiting for a human representative.

• Multilingual customer service

AI voice bots can deliver customer support in multiple languages, making them invaluable for globally operating businesses. This not only increases accessibility for international customers but also reduces support-related costs significantly.

According to IBM, companies using AI voice technology see a 30% improvement in customer satisfaction ratings due to more efficient multilingual support options. By utilizing multilingual chatbots, businesses can ensure that customers receive assistance in their preferred language, enhancing the overall experience.

A notable example is American Express, which employs AI voice bots that can seamlessly switch languages based on customer preferences. This feature allows them to serve a diverse customer base without the need to hire native-speaking agents for every language.

• Product information and order management

AI voice bots can provide detailed information about your products and shipping policies and help customers manage orders—without human intervention. Research indicates that WISMO (Where is my order?) calls account for up to 35% of customer support interactions for e-commerce brands.

According to recent data from Zendesk, 61% of consumers prefer self-service options, and AI voice bots effectively cater to this preference by allowing customers to track orders and update requests without human assistance.

For instance, Shopify has integrated AI voice bots within their platform to help customers track orders in real time, respond to FAQs, and even facilitate order modifications. This AI bot integration allows Shopify to streamline customer interactions while alleviating the workload on their support team.

• Appointment scheduling and reservation management

AI voice bots can automate the process of booking appointments and managing reservations. They can integrate with calendar software, check availability in real-time, offer time slots, and schedule appointments automatically.

According to a study by Accenture, 74% of customers want businesses to offer more automated customer service options, such as appointment scheduling through AI voice bots.

A prime example is Zocdoc, a healthcare appointment booking platform that uses AI voice bots to manage appointment scheduling. Their voice bots can proactively remind patients of their upcoming visits, significantly reducing no-show rates in medical practices.

• Automated survey and feedback collection

AI voice bots excel at collecting customer feedback and conducting satisfaction surveys. Unlike traditional survey methods, AI voice bots can engage customers in a conversational manner that feels natural, making it easier to gather information.

A real-life example is Coca-Cola, which employs AI voice bots to automate customer feedback collection through surveys after interactions in stores. This method has proven to be highly effective in obtaining real-time customer insights that help improve their service.

Statistics on AI Voice Support

• At least 64% of customers prefer speaking to a voice bot rather than a human for support issues, according to research by Prysmian Group. Source: Prysmian Group

• By 2023, it’s projected that AI voice solutions will generate more than $19 billion in revenue, highlighting the increasing significance of this technology in customer service. Source: Statista

Wrapping up

Implementing an AI voice bot can bring numerous benefits to your business, automating and streamlining your customer service operations and enabling you to deliver the immediate support consumers have come to expect. Not only does it enhance customer experience, but it also improves the experience for your customer service team, freeing them from having to answer repetitive questions daily. Well-trained AI voice bots can answer FAQs, resolve issues, schedule appointments, and collect customer feedback, significantly reducing the load on your customer service team.

With the increasing demand for efficiency in customer interactions, AI voice bots are poised to play an integral role in the future of customer service.