How Global Companies Have Transformed Service with AI Voice Agents

There has been a drastic change in customer service due to technological advancements. Who would believe the industry that was surviving merely on the in-store physical interaction between the marketer and the customer would reach a point where 24/7 multi-channel availability would become a necessity?

With the development of the internet and mobile technology, the customer has the power to interact with businesses on their terms. This shift has led to a transformation of customer service tools and mechanisms at many organizations. Companies have learned they can no longer operate in this environment with outdated expectations and standards and have to add AI voice agents in customer service.

Voice Agents as a Transformative Technology

A voice agent, commonly known as a virtual assistant or conversational AI, is a software application designed to engage in a conversation through voice commands and responses. AI voice agents in customer service can simulate an actual person; thus, people can carry out a normal conversation with it.

The basic functionality of a voice agent involves the following:

1. Speech Recognition: The agent converts spoken language into text.
2. Natural Language Understanding (NLU): The agent interprets the meaning of the text.
3. Dialog Management: The agent decides how to respond.
4. Natural Language Generation (NLG): The agent generates a response in natural language.
5. Text-to-Speech (TTS): The agent converts the response into spoken language.

Why is it Important to add an AI voice agent to your service?

• The voice assistant application market size is projected to increase by USD 21.94 billion at a CAGR of 40.94% by 2028. 

Global Companies with AI Voice Agents Service

Here is an example of global companies with AI voice agent that have transformed how they interact with their customers.

1. Bank of America

One of the best examples of an AI voice agent in customer service is Erica, which Bank of America developed. Through the interactions with Erica, customers can check their balance, pay their bills and transfer funds from one account to another. They allow Erica to handle simple, repetitive questions and enable human agents to devote time to more complicated questions. This has brought about positive customer satisfaction and operational effectiveness in the bank’s operations.

Erica has contributed to a 10% decrease in total calls to Bank of America and a 9% improvement in customer satisfaction. It has also cut half its operational costs, which is millions of dollars.

2. Domino's Pizza

AnyWare platform offered by Domino’s enables them to order pizzas through voice-controlled devices such as Amazon Alexa, Google Assistant and the voice-ordering app. These AI voice agents in customer service have made the food ordering system easy and enhanced the convenience of customers while boosting the company's sales.

3. Starbucks

Starbucks has adopted voices as part of mobile ordering, whereby customers can order and pay for their orders through voice control. It has also improved the speed and ease of ordering and provided Starbucks with helpful customer information.

According to Starbucks, it has recorded a 10% rise in the usage of its mobile app after developing voice ordering. It has also used customer data to personalize recommendations and improve the overall customer experience.

4. Amazon

The most famous voice assistant is undoubtedly Alexa from Amazon, and it is already being adopted by businesses across industries to bring value to customers. For instance, Banking companies such as Capital One have incorporated Alexa into their banking application, where clients can use voice instructions to check their balance, make payments, and others.

Capital One has reported that customers who use Alexa are more engaged and satisfied with their banking experience.

5. KLM Royal Dutch Airlines

KLM uses a voice agent known as Bluebot to handle client queries via Facebook Messenger and WhatsApp. Bluebot can help customers with common questions or requests, such as giving information about a flight or changing a booking.

6. H&M

The fashion retailer H&M brings a voice-activated shopping assistant to consumers through the mobile app. This assistant enables customers to search for products, recommend their preferred style, and purchase through voice commands.

The voice assistant has made shopping more convenient for customers and a hands-free experience. Product recommendations and personalize the shopping experience.

7. Autodesk

Autodesk is a software company that introduced virtual agents for customer support service. The agent can explain product offerings, clarify doubts, fix or report problems, and make product suggestions.

8. Nestle

Nestle has created a voice agent available on the website, which can assist users in searching for recipes, product details, and nutritional facts. The agent can also answer questions about Nestle and their sustainability efforts.

9. Sephora

The beauty retailer Sephora uses a voice-activated virtual assistant to help customers find products get makeup tips, and book appointments. The assistant can also answer questions about Sephora's loyalty program and store locations.

10. BMW

BMW has integrated voice control into its vehicles, allowing drivers to control various features like navigation, entertainment, and communication using voice commands. This has made driving safer and more convenient for BMW owners.

How to Make Your Business One of Them?

Your Business can be the next one to excel by incorporating this technology in customer service. And you don’t have to develop anything from scratch. ServQuik has launched its AI voice agent to help you make your business follow these examples.

How is it different?

1. Advanced Natural Language Processing (NLP)

The technology used by voice agents is advanced NLP, which allows agents to answer customers’ questions accurately and eloquently. This ensures clients get the appropriate information and support as an AI voice agent, as would be the case when interacting with a human agent.

2. Multilingual Support

ServQuik appreciates the fact that international organizations deal with diverse kinds of people all over the world. Voice agents are built to speak all the world's main languages, making no compromise in our quest to offer excellent customer service.

3. Industry-Specific Expertise

We understand that each industry has its peculiarities regarding customer service. This is why we provide industry-specific voice agent solutions adjusted to your field's particularities and can adapt respective vocabulary. It doesn’t matter whether your industry is finance, healthcare or retail, hospitality or manufacturing, or any other industry – our voice agents can be trained to speak your customers’ language.

4. Seamless Integration

Of course, we understand that you invested in customer service infrastructure long ago. Our voice agents are developed to be easily customizable to fit your CRM software, ticketing systems, and knowledge base. This will help to reduce interruptions with your existing schedule and patterns.

5. Data-Driven Insights

Our AI voice agents do not only respond to questions; they obtain insightful information with every exchange. Such information can then be used to analyze further issues of concern, emerging patterns, and areas that require attention and enhancement. These insights can help firms better understand and tailor their customer service approaches, improve the customer experience, and advance business goals.

Are you still curious about how an AI voice agent could benefit your business? We're here to help you explore the possibilities. Contact ServQuik today to learn how to collaborate to create a custom voice agent solution that aligns with your specific goals.