Voice Technology for Telecommunications

Pressure is on the telecommunications industry, with wait times for call centers at a high, leading to poor CX and customer churn. Adding to this is that customers are looking for a different customer service offer. They want to be able to self-serve and get access to information 24/7, 365 days a year. When they contact a call center they don’t want to be put on hold for long periods of time, and they want answers to basic questions, but sometimes to complex ones. On top of this, telcoms are facing the very current issue of a shortage in agents. They are finding it an increasingly difficult issue to recruit, train and ultimately retain customer service agents. The supervisor’s role has also changed, with supervisors needing high degrees of empathy and problem solving to deal with the agent’s pastoral care and to provide complex answers to customers. Telcoms  now have the additional challenge of managing agent churn as well as customer churn.

Leading telecommunication companies are turning to speech technology to help to solve these challenges. Voice AI, part of conversational AI, can work as a great solution to support human agents with the ever-increasing volume of thousands of calls per day. Using virtual voice assistants that are human-like to scale, to help customers to solve their problems with immediate, intelligent and actionable support. Unlike chatbots, virtual voice assistants can understand, take action and close the loop on a customer issue, such as them forgetting their password or handling payments. To maximize the customer experience, Voice AI can be used very effectively for large volume repetitive tasks and can help customers to self-serve. This means that human agents can focus on complex problem solving, which also require high levels of empathy and patience. Working on complex issues can mean better job satisfaction for agents and help retain them. With customers demanding a better call center experience and the very current issue of recruiting and keeping quality agents, Voice AI can increase customer experience and reduce agent churn.

Verbio has many loyal telecommunications clients, and we provide both on-premise and cloud solutions. We are known in the industry as our Voice AI solutions can be highly customized, with all our products built in-house, we offer incredible accuracy of over 90%. Of course, accuracy is so important in customer service, as how can you direct your customers to the right support, if you can’t understand what your customer is saying? Also, there is nothing more frustrating for customers to not be understood by a human or a virtual voice assistant. Telecoms appreciate our ability to scale across the world thanks to both our global footprint and our language capacities. Verbio are experts in many languages, but we are known for our expertise in Spanish and Latin American languages. These can be very complex, with a different pronunciation meaning a completely different word. As Verbio has been specializing in Voice AI solutions, for over 20 years, we are confident that we can create a solution that is tailored to your exact telecommunications needs.

Automating thousands of calls a day can reduce the average handling time by 60% and can create a call center cost saving of up to 75%.