A Digital Assistant is the Future of Customer Service
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A Digital Assistant is the Future of Customer Service

Replicant
August 5, 2022 2 min read

How a Digital Assistant Can Change The Future of Customer Service

Digital assistants are changing the future of customer service. Most people have encountered a basic digital assistant in a smartphone or desktop. Business-to-business applications are also beginning to adopt digital assistants that can sift through myriads of data to help companies make more relevant business decisions.

According to Gartner, this technology is expected to continue to develop in the next few years to become advanced virtual assistants that can “process human inputs to deliver predictions and decisions. They are powered by a combination of conversational user interface, natural language processing (NLP), and semantic and deep learning techniques such as deep neural networks (DNNs), prediction models, decision support and personalization.”

Although basic digital assistants have played a role in customer service for years, digital assistants using AI-powered conversational IVR  (interactive voice response) technology promise to change the future of customer service.

What is call center outsourcing?

Call centers throughout the world handle both inbound and outbound phone calls with customers and prospects. Call center outsourcing takes place when an organization decides to use an outside vendor, usually offshore, to manage some or all of these calls.

What are the benefits of conversational IVR for call centers?

Conversational IVR uses artificial intelligence to handle Tier One incoming customer service calls. One of the main benefits is that the service can be available around the clock with no hold times for the caller. Learning solutions like Replicant’s Thinking Machine can handle common inquiries and understand customer intent without involving live agents. 

What’s the difference between basic digital assistants and conversational AI solutions?

In customer service, basic digital assistants traditionally can help customers get to the self-service channel that can resolve a specific issue, which may be a webpage, app, or in-person assistance. Conversational AI holds an ongoing and unlimited conversation that can fully resolve the issues themselves, not just deflect or re-route the customer. Conversational AI is more powerful than basic digital assistants or outdated interactive voice response (IVR) technologies.

How does conversational IVR go beyond the typical digital assistant?

Not only can an advanced digital assistant use conversational AI technology to resolve Tier One customer service questions completely, it can route complex inquiries to the right experts within your organization. Quickly reveal unsupported flows in your contact center and instantly edit scripts to improve these flows.

Conversational IVR operates in any layer of your contact center, replacing the need to outsource or acting as a virtual digital assistant agent to resolve calls. When it needs to escalate complex questions, it will intelligently hand these calls off with auto-generated authentication and call summaries to help the live agents pick up where the conversational IVR solution left off, eliminating the need for callers to repeat their questions and information.

Although Replicant is custom-built for customer service and typically requires little customization for the most common use cases, machine learning means that the system gets smarter after every call and becomes a more valuable asset to your call center over time.

The future of customer service with Replicant

Replicant’s conversational IVR solution is the future of customer service. Our conversational AI technology learns and understands natural language processing. It was created to improve and learn over time, and can be the advanced digital assistant that can change your company’s future.