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How CX in Europe benefits from AI and Voice Technology?
European firms are moving towards disruptive technologies such as AI and Voice Search Capabilities to offer personalised services to their customers.
FREMONT, CA: Organisations across Europe will agree to the fact that customer service is an essential factor that determines the growth of their business. An effective combination of systems, tools, and processes are the key ingredients of excellent customer service. Technology, in particular, is uniquely shaping customer service technology. Increasingly the firms are utilising technology to engage with their customers actively. Most importantly, brands that recognise the gaps and use technology to offer excellent customer services get rewarded against those who fail to do so. For instance, a European company that earns $1 billion per year on an average can expect to gain an additional $750 million within three years of investing in customer experience technologies.
Artificial intelligence (AI) and voice technologies are the primary ones that are being adopted by the companies to gain an edge in the customer experience sector. While AI is contributing to industries across the verticals, voice search is changing the way people are interacting with the brands. Here are some of the potential applications of the two technologies for European companies to enhance the customer experience.
European companies have noticed the trend of voice-based searching gaining popularity and are gearing up their voice capabilities to catch up with the trend. Voice assistants such as Alexa and Google assistants can already differentiate voices along with the potential to contribute to personalised experiences. According to a study by Gartner, 30 per cent of the browsing sessions will contain voice search by 2020. Another important insight for the European firms is that mobile voice-related searches will be three times more likely to be local. Thus, companies are trying to enhance their expertise in the field of voice technology.
As an ever-increasing trend, voice search is expected to dominate the searching behaviours of the people completely. One of the European companies is also planning to develop a voice search platform that will enable the customers to avoid using touch interfaces completely. In such a case, customers will also be able to make a purchase using nothing but voice search. Further, voice search will make the businesses to rethink several aspects of their business strategies. For instance, voice search will enable the companies to customise their SEO strategy while also enhancing their perspective in terms of new digital marketing strategies owing to the voice searches.
One of the primary characteristics of European firms is that they rely on existing customer loyalty. AI will be a key technology in this regard as it utilises past data of the customers and extracts useful insights on how the existing customer relationships could be enhanced. Moreover, AI allows the firms to move in the direction of automation and enables customer executives to focus on complex issues at hand. Time is a major factor in the sector of customer care services. AI-equipped systems decrease employees’ workload and offset the waiting time for the customers who are waiting for their issues to get resolved.
A chatbot is another essential component of customer services which is gaining immensely from AI capabilities. Firms are incorporating chatbots as the first point of contact with the customers visiting a website. AI-enabled chatbots allow a brand to understand its customers without spending too much on human recruits for the above purpose.
With such a wide range of capabilities being offered, it is imperative for the European firms to move toward AI and voice search in order to enhance their customer service experience. Moreover, companies that upgrade their processes using disruptive technologies early will face less heat if there is a sudden market transformation in the future.