A year ago, organizations across the globe were reluctant and sulked about the idea of work from home; but now the COVID-19 pandemic has made everyone adapt to a work from home lifestyle. Along the same vein, every organization is moving towards everything that’s “contactless.” From banks to telecom to corporates, everybody wants a secure channel of communication, digital transactions, and business conversations without worrying about privacy and security breach. Today, Voice biometrics technology provides both contactless and frictionless authentication mediums for IVR call verification, secure remote logins, govt agencies, contact centers, and telecom companies. With the help of anti-spoofing layering, these new-age biometrics channels detect synthetic voice speech and create fraud defense within a few seconds of a call.
Contact centers have already been the focal point of rapid automation, and the COVID-19 pandemic has only accelerated this transformation. The pace at which conversational AI is developing has us wondering can Conversational AI replace contact center agents?
As per a ResearchAndMarkets report, the global market for AI technologies in contact centers is set to grow at a CAGR of 22.6% for the forecast year 2019-2024. And given the popularity of voice-based search and virtual customer assistants, it is only a matter of time when AI voicebots become the new normal.
“Pay attention! Solve all your problems with conversational AI voicebots. Never miss any opportunity to understand what benefits voicebots solutions can bring to your business”.
Or maybe this one could be a better starting line, “Why is it important to have a voicebot for your business? Let’s learn together!”
Maybe, both lines would not go well with your customers, although they convey the same message.
Voice recognition technology is gaining ground at an unprecedented rate. Based on a report from Google, 27% of the global online population uses some form of voice technology on their mobile devices. A few years ago, listening to your favorite music meant trudging to your laptop and waiting patiently while YouTube loaded. Today, all you have to say is ‘Alexa play so and so song’, and you are good to go!
Technology has significantly boosted customer services and lowered brand-to-consumer response times. It has propelled customer service by speeding up communications, driving convenience, maintaining self-serve options, and enabling targeted marketing campaigns.
Customers have become more technologically aware, and thus, they favor digital channels that reduce the need for live agents. Devising an omnichannel strategy is vital to stay afloat amidst the increasing competition.
A few years ago, I once asked my dad, “What’s the best way to make money” I expected an answer in the lines of “Work hard and hard.” But he didn’t! What he said still lingers in my head. He said, ‘the best way to make money is to spend on something that can save you during the hard times’. Well, it has been many years, and now I understand the depth and meaning of his intriguing words, not just at a personal level but also at an organizational level.
ISO27001 Certification: A proof that information security has been integral to gnani’s DNA from the start!
Implementing the highest security standards to protect customer information, and with a constant focus on maintaining effective information security management systems, we are happy to announce that we have been awarded ISO 27001 certification.