Contact centers have always been the linchpin of customer service. Yet, the emergence of voicebot technology, especially solutions like the OpenQuestion IVR Plugin from Teneo.ai, is ushering in a transformative era. How is this voicebot-driven innovation reshaping ROI? Let’s explore.
The Hurdles of Traditional IVR Systems
- Frustrating Keypad Navigation: Customers navigate a maze of options, pressing countless buttons, only to reach a dead end.
- Constrained and Predetermined Choices: Traditional IVR systems offer a rigid set of options, limiting adaptability to evolving customer needs.
- Prolonged Wait Periods: After navigating the IVR, customers often endure long waits for an agent’s response.
- Generic Customer Engagements: The automated nature of IVR can make interactions feel impersonal and tedious.
Teneo.ai’s Voicebot Solution: A Response to IVR Challenges
Embrace the capabilities of Teneo.ai’s voicebot solution, the OpenQuestion IVR Plugin. Here’s how it addresses traditional challenges:
- Eradicating Tedious Keypad Navigation: The OpenQuestion plugin heralds the end of the “press 1, press 2” era. Customers voice their issues, and the voicebot understands and guides them.
- Bypassing Limited Options: Teneo’s voicebot utilizes open-ended questions and natural language processing, offering a flexible and intuitive solution.
- Reducing Wait Times: Teneo’s voicebot swiftly connects customers with the right agent, enhancing operational efficiency.
- Tailored Customer Interactions: Powered by sophisticated AI, Teneo’s voicebots interpret human language, enabling genuine and meaningful conversations.
Voicebot ROI Examination – From an Inbound Lens
Imagine a voicebot adeptly handling 50% of all inbound requests. This means out of 1,000 daily voice interactions, the voicebot autonomously manages 500. Traditionally, if one agent handles 10 calls per hour, around 12 agents would be needed for all inbound voice interactions. However, with an efficient voicebot, staffing could potentially be reduced by about 40% (considering peak times), bringing the agent count down to just 7.
Using publicly available data, let’s assume the comprehensive hourly cost of an agent is $30. With the voicebot’s intervention, the savings from reduced staffing amount to $1,200 daily. Yet, it’s crucial to account for the voicebot’s ongoing operational costs. If each voicebot-enabled interaction costs $0.5, the expense for 500 interactions is $250. Thus, the net daily savings stands at: $1,200 – $250 = $950.
To simplify the ROI calculation: ROI = Net Savings / Total Expenditure.
Voicebot Success in Action
Telefónica’s IVR system posed challenges for customers across Germany. The integration of OpenQuestion revolutionized the customer experience, achieving record service levels, a 6% increase in call resolution, and handling 1 million phone calls/month.
Swisscom witnessed an immediate boost in customer satisfaction. Dive into Europe’s largest Contact Center transformation project, which saw a 21% rise in accurate transfers, an increase of +18 points in tNPS, managed 100% call volume in 3 weeks, and handled 9 million calls annually in 4 languages.
Discover how you can save 8% on your Contact Center costs with an industry-leading voice experience with our E-book.
Wrapping Up
In the modern customer service landscape, voicebots are no longer a luxury but a necessity. They offer a perfect blend of efficiency, cost-saving, and enhanced customer experience. With pioneers like Teneo.ai leading the charge, the future of contact centers looks bright and promising.
Engage with Us:
For Further Reading Explore:
- The Transformative Impact of Voice Bots on Customer Experience
- Top 7 Benefits of Voicebots for Business Performance and Customer Satisfaction
- Voicebots: The New Era of Contact Center ROI (You are here)