Voice-Enabled Chatbots, A Seamless Experience
Chatbots are a software-based service solution that aims to simulate a human-like conversation between an organization and its customers. These types of interactions are usually basic, routine-level support requests such as getting answers to frequently asked questions. Many organizations provide chatbot services to their customers to increase their customer service channels and provide more touchpoints, allowing customers to request basic help support requests at any time. Today, chatbots have evolved from text-based chatbot services to now including speech recognition and voice biometrics technology.
Customers can use the microphone on their devices to initiate and conduct conversations with the chatbot. This provides a more convenient experience as customers are not required to type anything. Through artificial intelligence and natural language processing, speech recognition can detect keywords and phrases which helps trigger relevant support service prompts. For example, a customer saying “when does the store open” can trigger the chatbot to provide opening hours information to the customer. Overall, chatbots enable organizations to provide fast and timely responses to basic, routine level support requests, giving their agents more time to serve customers who require higher-level, higher-value services.
Voice biometrics can also play a role in chatbots for improved security and user experience. Organizations can look into Auraya’s EVA Web technology to integrate voice biometrics into their chatbot services. With EVA Web, organizations can use a customer’s voice to verify their claimed identity. Implementing voice biometrics in chatbots means organizations can expand their chatbot services offered to include higher-level support requests. Additionally, the ability to verify a customer’s identity without the need of a human agent to manually confirm customer identity through security questions helps improve the automation and efficiency of chatbots. For example, support requests such as password resets first require customer identity verification. This is usually done by providing sensitive information such as answers to security questions in order to receive a password reset link via email. With voice biometrics, the whole password reset experience can be done on the chatbot platform.
The use of speech recognition and voice biometrics helps provide a complete voice-based chatbot experience. Speech recognition is used to identify which relevant support request to provide and voice biometrics is used to verify the customer’s claimed identity and authorize the desired support request. Both technologies help elevate the chatbot experience and enable organizations to extend their support services within the chatbot channel.
