Gone are the days when traditional telephones were the only means of extending customer support services. Modern-day technologies like RPA, expanded as Robotic Process Automation, and AI, expanded as artificial intelligence, have brought an essence all of their own to customer support services. Among the various tools and technologies in the customer support sector, AI phone bots have become quite the rage over the last few years.
Around 70% of US individuals rely on landlines to connect with customer support employees, which might amaze you. As a businessman, your main challenge will be to simultaneously answer phone calls from multiple customers. Phone calls are still one of the most sought-after ways to reach customers and respond to their queries. We at APPWRK have integrated AI telephone bots into the online business platform/app of 94 businesses, enabling them to handle multiple calls simultaneously.
Here, we will discuss what an AI phone bot is, how you can use it to your business’s advantage, the differences between a voice bot and an AI call bot, and how we will help integrate one into your online business platform/app. So, stick with us, and you will get answers to your queries.
Table of contents
What Are AI Phone Bots?
As the name suggests, an AI phone bot is an AI solution that automates your call center and enhances the representatives to serve inbound contacts more effectively and efficiently. We want to point out that call and voice bots differ; the former is much more complex. We will be discussing the differences between the two in a later section.
While with IVR, you have to listen to many options and press buttons to connect to customer support representatives, an AI telephone bot asks, “How may I help you?” and then automatically answers the most frequently asked questions. This is one of the main reasons why bot phone calls have become all the rage among US business owners and customers. In case the bot comes across a complex question, it will route the call to the appropriate agent in the first place.
Also, the agents obtain solution flow suggestions, which gives control over customer support quality while maximizing the call resolution rate.
What Are The Benefits of Integrating An AI Phone Bot?
Customer’s benefits
- Does not have to go through the strenuous process of tapping buttons in the IVR
- The company dismisses the average waiting time of around 2.4 minutes to connect with the representative..
- AI phone bots respond to simple questions automatically.
- 24×7 Accessibility: Customers can resolve their queries outside business hours when no representatives are in the call center.
Representative’s benefits
- Bot phone calls analyze the conversation in real-time. This allows them to help with complex issues and suggest solution flows.
- Simplified onboarding: Call bots to analyze the topic in question and then transfer it to the appropriate representatives, where they have undergone proper training.
Business’s benefits
- The chances of calls getting routed to the wrong representatives are reduced significantly.
- Urgent cases are always given top priority.
- The abandon rate reduces to 0%.
- You can extract valuable information from the calls to know exactly the specific requirements of the customers.
- We can analyze calls to monitor agent competency.
What is The Difference Between A Voice Bot and An AI Phone Bot?
The customer service sector employs virtual agents, call bots, voice bots, phone bots, virtual assistants, and many other industrial parlances. AI powers all these customer support resolutions. However, differentiating among them can be a task.
Well, a voice bot can understand human language and follow commands. They adeptly follow basic commands, but they could improve their conversational skills.
On the other hand, we can describe an AI phone bot as a voice bot set up over a phone channel. A call bot’s conversational skills are excellent. Interactions with voice bots often last for a short period. However, a customer call answered by AI call bots can last two, four, or more minutes .In short, we can say that these specialized voice bots execute complex tasks.
