Top 5 Use Cases For AI Voice Bots in Customer Service

AI voice bots are becoming tremendously popular as more businesses and organizations are looking for ways to leverage AI to automate their customer service operations. Well-trained AI voice bots 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. 

And while many are still pretty skeptical about the ability of AI voice bots to deliver the experience today’s consumers have come to expect, some of the most advanced AI voice bot solutions out there 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 AI voice 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. And there’s an array of technologies to make 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 data sets, while ML algorithms continuously analyze this data and user feedback to improve the accuracy and relevance of responses they provide. It basically 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. 

While AI voice bots won’t be able to solve all the requests, these solutions excel when it comes to answering FAQs. That ultimately means your customer service reps get more time to focus on higher-value tasks like handling complex requests, dealing with complaints, or following up with customers. On top of that, while your reps can only handle one call at a time, an AI voice bot can handle dozens or hundreds of simultaneous calls, so you can easily manage call volume spikes without needing to allocate additional staff. 

• Multilingual customer service

What’s particularly great about using AI voice bots in customer service is that these solutions can deliver customer support in multiple languages. It can be a game-changer for businesses operating globally across multiple geographic locations. An AI voice bot can instantly switch to the language a customer is using, which means a single voice bot solution can handle all your multilingual voice interactions, so you don’t have to hire native-speaking agents for every language you’d like to support. For large-scale businesses, it’s an excellent way to reduce support-related costs. 

• Product information and order management

AI voice bots can provide detailed information about your products and shipping policies and help your customers manage orders – all without human intervention. First and foremost, AI voice bots can answer your WISMO (Where is my order?) questions. And according to research, WISMO calls can actually account for up to 35% of customer support interactions for e-commerce brands. 

What’s more, AI voice bots don’t just help with order tracking. When integrated with CRM, e-commerce platforms, and other backend systems, AI voice bots can also automatically place and modify orders, change delivery addresses, and process returns without getting your human agents involved.

• Appointment scheduling and reservation management

AI voice bots can help you automate the entire process of booking appointments and managing reservations. An AI voice bot can integrate with calendar software, check availability in real time, offer available time slots, and schedule appointments automatically. Just imagine how much time your reps could save from this automation. 

AI-powered voice bots can also easily re-schedule or cancel appointments and even initiate proactive calls to remind people of their upcoming appointments to reduce no-shows. This can be particularly helpful for healthcare providers and businesses across travel and hospitality, beauty and wellness, real estate, financial, and automotive industries.

• Automated survey and feedback collection

Last but not least, AI voice bots can be used for automated survey and feedback collection. While you can also easily collect surveys through emails or IVR (Interactive Voice Response) systems, AI voice bots can do it much more effectively. AI voice bots can interact with your customers in a conversational way, making them feel as if they are actually interacting with a human rep rather than the robotic system. The best part is that AI voice bots can collect customer feedback and conduct customer satisfaction surveys much faster and more effectively as they can reach hundreds or even thousands of customers at the same time.

Wrapping up

Implementing an AI voice bot can truly bring a bunch of benefits to your business, helping you automate and streamline your customer service operations and enabling you to deliver that 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 your reps from having to answer dozens or hundreds of repetitive questions per day. Well-trained AI voice bots can answer FQAs, resolve issues, schedule appointments, and collect customer feedback, significantly reducing the load on your customer service team.