identify power users of the new technology
According to Google, 27% of the online global population is using voice search on mobile. Consumers’ rising preference for voice has resulted in call centers focusing on making voice interactions more intuitive by combining voice and screen-based technologies. Technology will be used to analyze live audio streams, recorded voice files, social media engagements, emails, or chats, storing this customer data to personalize the CX. Based on the customer service trends we’re seeing, traditional text-based chatbots will give way to smart bots that are powered by voice recognition, and predictive speech analytics will be increasingly utilized to identify customer service opportunities and deliver an improved experience.
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.
As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment.
AR has emerged as an innovative customer service tool that allows brands an almost unlimited opportunity to interact with consumers on their mobile devices. AR creates a new digital experience that transforms the customer journey into a connected and immersive visual interactive experience, providing value that goes way beyond simple novelty. For example, using a smartphone, customers can access the product’s knowledge base with FAQs, instruction manuals, and training material displayed in an AR overlay. AR has been especially beneficial in the technical support domain, eliminating the back-and-forth so common in agent-customer interactions during technical support calls.
More info: what is the gig economy