The voice recognition technology has evolved considerably with the advent of the UDE or natural language understanding in artificial intelligence. NLU is a subset of natural language processing which deals with reading comprehension of the system. Many of us have seen this new technology applied to spoken voice commands for mobile devices to find locations, get directions or update calendars. Customers are surprised when a system has the ability to have a conversational interaction was not possible with traditional tones of voice recognition or speech. Artificial Intelligence can handle complex conversations today in a free flow that is similar to natural speech. More importantly, these systems become smarter as intelligence engine that automatically learns with each new conversation.
This technology helps customers calling to reserve desks, accounting offices, calling for service assistance or a myriad of other business and consumer situations, without having to hire a live agent. Virtual agents who use technology well UDE can handle input or output operations from end to end. Virtual agents support the routine parts of a call and seamlessly transfer the call to a live agent, together with the information you have gathered. The types of transactions that are normally provided to the virtual agent technology is the order status, order taking, order changeth, bill payments, inquiries, account changes, scheduling appointments, confirming appointments, customer surveys, up-selling, cross-selling, booking sales, outbound collections, notifications / outgoing confirmations, RMA (Return merchandise authorization), stop / stop services, bookings, requests for catalogs, eligibility analysis, technical support, the work of closing entries, intelligent gateway and lead capture. With a smooth conversation flow and dynamic adaptation to the caller, virtual agents can achieve improvements in performance and efficiency repetitive tasks load off the pool that make more efficient live agent.
Until 2010, the deployment options UDE technology was usually quite expensive and complex to set up. The hardware and software platforms were standard premise. A few years ago, with little or no options to find UDE as a hosted or cloud-based offering. Later, in 2011, marketers embraced hosted or cloud based solutions and began offering artificial intelligence solutions NLU housed. Cloud-based solutions offer cost-effective and rapid deployment deadlines without the heavy investment needed once. Many of these systems may “overlap” and work with the systems of ACD / IVR existing legacy, therefore, provides an additional benefit and makes it easier for a decision to be made on NLU systems.
Virtual agent’s technology using natural language understanding can generate impressive ROI and results. Vendors claim that by using virtual agents you will decrease the cost per call up to 65%, the workforce was reduced by up to 18%, increase self completion by up to 35%, the average handling time (HTA) is reduced by up to 50% and call abandonment rate increases up to 17. It is impossible to verify all the claims, but it is clear that industry experts agree that virtual agents are here to stay. ‘In 2020, 85% client will manage the relationship with a company without interacting with a human being. “- Summit Gartner client.
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