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Chatbot for Banking: Everything you Need to Know

Artificial intelligence and machine learning are slowly becoming conventional territories for several industries. In today’s scenario, a chatbot is considered the most trending technology. Whether an emerging startup or a large enterprise, chatbots have a crucial role where automation is the need of the hour, and the banking sector is no exception.

In today’s trend, with automation, the banking world is slowly getting self-service oriented to cater to the needs and demands of digital-savvy customers. Therefore, including chatbots in the financial industry is a remarkable phenomenon to decrease the overall banking task to a great extent.

Due to hectic schedules, people hesitate to stand in long queues and complete their banking operations. Thus, people prefer mobile banking, net banking, and trend chatbot banking. With the help of a chatbot for banking, the customers can perform any financial transactions without much hassle through text or voice. Additionally, due to chatbots, customer satisfaction has improved a lot.

Nearly 90% of bank interactions (internal and external) are automated through AI chatbots.
– Juniper Research

It is also noticed that people are more comfortable with chatbots as they are more robust and efficient when responding to queries than human agents.

Since the pandemic started, the financial industry has seen people willing to move towards digital transactions across financial institutions of all sizes. In addition, customers are now more willing to move towards more digital activity. To meet the customer’s expectations, financial industries are now taking more approaches towards adopting new technology to serve more customers with the help of digital channels.

Thus, the role of AI chatbots in the banking system in the coming years will be more significant and ever-expanding. 

Nowadays, most banks have implemented chatbots to handle routine tasks such as fund transfers between accounts, resetting mobile banking passwords, paying bills, and even opening a new checking account.

With the advancement of technology and the progress of customer adoption, in the coming time, chatbots in banking will be handling more complex tasks and interacting with consumers on a more human level, like helping a customer with pre-approved loan origination.

In this blog, we will discuss:

AI Meet Banking Industry: Role of Chatbots

The banking industry has moved towards digital adoption in recent years. Everything is getting digitized, whether small or big financial institutions. When digital channels are more widely used, the customers also have higher expectations from their interactions with the banks. Artificial intelligence chatbots are well equipped to enhance customer experience using digital communication channels.

As the pandemic carries on, chatbots are helping financial institutions, such as community or regional banks, stay and thrive in the business. When the pandemic started, the waiting time in call centers was horrible as nobody expected this to happen, and several customers faced financial concerns with furloughs and layoffs. Thus, it became difficult to meet ends to pay a mortgage payment.

Along with high call volume, several financial institutions also face limited staff issues in the call center due to the requirement of social distancing. Besides, due to the sudden upsurge in Coronavirus, the FinTech industry was struggling with the transition of settling their employees to take up calls from home.

To cope with all these struggles, many organizations have deployed chatbots in banking to help and enhance the breadth of customer service. Nowadays, Banks are using chatbots to automate and handle the service for basic routine questions while keeping the human resource for assisting customers with more complex issues.

Few Use Cases, And Benefits of Chatbots in the Banking Sector

These days, how often do you visit the bank branch for banking? Surely the answer would be ‘not very often. So now you must think about what the bank has to do with chatbots. Well, the answer is quite simple: To Automate Services. As you can see, services these days are pretty slow and even unpleasant sometimes as people are relatively more prone to misunderstanding and mistakes than chatbots.

So in such a scenario, a conversational AI chatbot can help you provide exceptional customer services as it is available 24/7, never forgets anything, never gets sick, and never gets unproductive. An AI chatbot for banks can be installed to complete daily operations and enhance the customer experience in the digital banking sector.

Let’s see some of the Use Cases of Chatbots:

Chatbot for Banking

1. Money Transfer

Users can use chatbots to pay bills, set or cancel payments, and track monetary transactions. Chatbots can also pay off credit card bills or charge prepaid cards.

2. Answer Basic Questions

Chatbots can answer several fundamental questions regarding accounts of customers or banking products. For instance, chatbots can answer questions like “How can I apply for a credit card.”

3. Provides On-time Notifications and Reminders

Most banks use chatbots to offer their customers timely reminders and regular notifications regarding their bank accounts. Some of the frequent reminders that customers often get are regarding their bill payment deadlines, the last-day offer of loans, and so on. All these reminders intend to keep the customers aware of all the activities that can benefit them and stay with them.

4. Check Account Balance

Users can ask chatbots to provide them with account balance details under their names. Chatbots can also alert customers if their account balance is in danger of falling below an average balance.

5. Provides Complete Account Details

Apart from account balance, users can also ask regarding other details of the accounts, like recurring payments and expenses, card reward points, and money transfer limits. One can also recover their account details and make changes such as updating their current address or phone number.

6. Real-time Location Tracking

As per location, the answers to user questions may vary. For example, if a user ask’s, “Where is the nearest bank branch?” In this scenario, the chatbot will answer depending on the user’s location. In addition, Chatbots can track the location through mobile GPS, thus providing correct answers every time.

7. Resolve Urgent Issues on Priority

Chatbots in banking industries can help customers with issues that can be non-complex but urgent. These issues include unlocking or locking cards, resetting, checking bank statements, and completing fund transfers. AI chatbot allows customers to complete the entire process without waiting on the phone.

Benefits of Chatbots in Banking Sectors

1. Enhanced Customer Service

Numerous chatbots implement NLP, i.e., natural language processing, to analyze customer needs and provide accurate answers or solutions. With 24/7 customer service available through chatbots, waiting for a customer’s real-time solution to be solved to a greater extent. Furthermore, Chatbots collect customer data (both historical and real-time) through interactions, this helps provide personalized interactions with customers. Last but most importantly,  chatbots eliminate human error as one can rely on chatbots to give accurate answers.

It would not be wrong if we say conversational banking is the future. With the help of chatbots in banking, some imperative customer service and support can be achieved, such as access to information, pleasant interactions, and speed.

2. Cost-effective

As per the reports by Juniper Research, the operational cost savings from using chatbots in banking will reach $7.3 billion globally by 2023, up from an estimated $209 million in 2019. Chatbots offer 24/7 support besides providing instant customer support, increasing customer satisfaction.

Chatbots also reduce the requirement of human resources to answer customer queries. It is also proficient in handling multiple chats simultaneously with accuracy. According to the research done by Accenture, nearly 57% have accepted that chatbots can bring significant ROI without much effort.

3. Personalize Customer Experience

Nearly sixty-three percent of customers expect to get personalized service. In this matter, chatbots are much more efficient in providing customized service to each customer by using customer data (after taking consumer consent to access their data).

As customer expectations have evolved in the last few years, banks are continuously looking for ways to enhance customer experience and meet their expectations in the best way possible. A few things which have led to enhanced customer experience are:

Automating answering of FAQs: Queries on a product, loan, credit card, or report credit card loss can be answered in a jiffy through these bots.

Marketing: From sending upsell/cross-sell notifications to gathering and analyzing customer feedback, chatbots are enhancing the customer experience and increasing brand loyalty.

Customer onboarding: Onboarding has been the most crucial and important part of the banking process, which the banking industry has been eying on improving. A chatbot is helping companies speed the process, ending the paper trails, and eliminating the data entry time, which further enhances the data accuracy for banks.

Chatbots have come a long way because of the advancement in technology. It is visible why businesses are adopting chatbots to take their customer service to the next level without increasing the operational cost. But the question comes why the customers are so satisfied with chatbot services.

Today customers have hectic schedules. Thus, they don’t have the time to wait on calls to get in touch with a customer care representative. They want answers to their queries immediately, so 90% of customers mark an “immediate” response as very important when they have any queries. Chatbots offer consumers an immediate response facility to connect with brands in real-time to provide instant solutions and resolve their queries. This makes chatbots the fastest-growing communication channel for brands.

Here let’s talk about some emerging trends that would further change the game of chatbots.

1. Chatbots Will be More Human-like

As per PwC data, immediate query resolution and convenience are essential for customers in today’s fast-paced world. Thus, they are willing to pay a nearly 16% premium to businesses providing such services.

To ensure customers get what they are willing, chatbots need to be more understanding and able to provide human-like communications. Chatbots leveraging technologies like AI and NLP (Natural Language Processing) possess semantic analytics features and offer more human-like conversations than before.

These days voice is becoming the mainstream technology. As per the report by Accenture, it is said that most of the customers prefer to go for a voice-based interface compared to text-based messaging platforms. Today you can see a rise in using conversational bots for assisting customers over text. This is because it helps provide a seamless user experience. Sectors like banking, finance, health, and e-commerce will witness an enormous surge in automation, especially when chatbots can improve customer experience.

3. Chatbots Automating Payments

Earlier, businesses were using chatbots to answer customer queries besides collecting information. However, it’s high time chatbots go beyond customer service and play an imperative role in streamlining digital payments.

In 2022, it is expected that most businesses will integrate more payment services into chatbots. With this facility, the user will only have to say, “I want to make my credit card payment,.” The rest of the payment processing would be taken care of by chatbots via connecting it to a payment system.

Chatbots will be connected to payment systems like digital wallets and Paypal. It will allow customers to make payments without leaving the messaging platform, thus enhancing the consumer experience.

Conclusion

To sum up, 2022 will be a year for chatbot adoption. Chatbots are being adopted across industries, like healthcare, real estate, and several more. It can be a tricky thing to pick the best features of a chatbot from the different types of chatbots available in the market.

As banking is one sector that enhances customer journey and experience at all stages, banking is already way ahead of the curve when adopting Conversational AI solutions. AI-powered chatbots and voice bots have significantly helped banks engage with customers at every stage of the customer life cycle and will eventually be more advanced in interacting with customers with a more human touch. This will help in cost efficiency and make the customer experience more real. Therefore, the future of chatbots in banking is more virtual than in person.

See Our Newest Feature Enhancements and Updates: Ameyo CE Platform

Ameyo’s enterprise-ready, robust, flexible, and secure Customer Engagement Platform enables businesses to Innovate Continuously at Scale. Nowadays, With the advent of technology, customer-facing organizations are transforming how they connect and communicate with their customers. Therefore, they are looking for a perfect customer engagement platform that is adaptive to the growing market needs and delivers exceptional customer service and support.

We at Ameyo have come up with the latest enhancements and updates in our existing product features. Following are a few capabilities that are added in the latest release.

Feature Updates for Ameyo CE Platform

1. Video as a Customer Engagement Channel

Providing a personalized experience for your customers has never been more important, and more difficult than it is today in this COVID-19 pandemic.

Ameyo has introduced Video Chat as a Customer Engagement Solution with this GA version. With this new enhancement, Ameyo agents can connect with the customers via video chat and add external parties/people into call conferences in the ongoing video chat by sharing an SMS link. The following features will be there in Video Chat to provide a seamless experience to customers:

  • Ameyo Agents can transfer the call to another user who has Auto Video Chat enabled in the same campaign.
  • Ameyo Agents will be able to see the history of the video chats attended by them. Supervisors can view the video chat history of the assigned campaign.
  • The Supervisor will have access to the following reports:
  • ACD Video Chat Details Report: This report will give details of the incoming video chats that have been taken care of in the selected campaigns.
  • Video Chat History Report: It will provide details on the holistic data for video chats handled in the system with parameters like Video Chat Time, Campaign Name, Lead Name, Customer Talk Time, etc.
  • Agent Productivity Report for Video: This report will give comprehensive data on the agent’s overall performance and efficiency in a particular selected time frame. 
  • Abandon ACD Video Details Report: This report provides detailed information on all inbound or transferred to campaign video chats that have been abandoned at the ACD (queue). 
  • Ameyo Supervisor will have access to Live Monitoring with real-time stats refreshed after every 10 seconds.

This enhancement will enable supervisors to have access to AQ monitoring and scoring and analyze the agent’s interaction with the customer and rate his performance based on various Administrator-configured parameters.

Video Chat Ticketing: Ameyo users will be able to attach an ongoing video chat with an existing ticket from the ticket listing page or the customer page by opening a ticket. This ensures agents spend less time marking already available data in tickets and more time on productive tasks like solving the customer’s issues.

  • Ameyo agents will have the flexibility to change the mode of Auto-Video On/Off as per their readiness to make video calls. When a user’s Auto Video is enabled, then Video inbound requests will be received by the user, otherwise, the user would not be considered for inbound video chat requests.
  • Ameyo agents will be able to take brief notes while on a video conversation they are having with their customers. These notes can be referred to understand their customers’ concerns and improve the offerings and processes. Video notes will be available to view in ticket details and VLA as well.

Video Chat Routing: With this enhancement, The Ameyo administrator will be able to configure the routing rules at the CC level and can also configure the required node flow at the campaign level. Customizable dashboards with campaign-level metrics, agent monitoring, and queue monitoring.

2. Google’s Business Messages as a Customer Engagement Channel

Google’s Business Messages is a mobile conversational channel that brings all the chats from different entry points of Google Maps, Search, and brand websites to create rich, asynchronous messaging experiences that delight customers and drive business results. 

With the new enhancement, Ameyo now supports GBM as a chat channel. As a result, businesses can now integrate GBM with Ameyo to engage with their customers with an improved conversion rate.

By adding GBM via the AMF (Ameyo Messaging Framework), all features of a regular social messaging chat are automatically enabled on GBM as well. 

The feature set for GBM with Ameyo will include the following:

  • The agent can create tickets for the incoming chats, and agents can reply on them from their interface.
  • The customer and the agent can share various media files – such as images, pdf files, videos, GIFs, carousels, images, rich cards, and more.
  • Auto Ticket Creation Capabilities: A new ticket is created when a customer initiates a conversation through Google’s Business Messages. A bot or agent can further handle this ticket and if the query is resolved instantly, it will be closed as a Lite Ticket. If the customer query remains unresolved, the automatically generated ticket will be routed to the right department or agent according to the predefined routing algorithm. 
  • Monitoring and Tracking Capabilities: The supervisors and managers can track and monitor all the chats coming in through Google’s Business Messages. The supervisor dashboard will populate all the key metrics, and various reports will be generated to monitor and analyze these chats.

3. Masked Privileges (Change Password)

With the new enhancement in features, agents will have a masked privilege, in other words, unless automatic password policy change is required or the supervisor explicitly enables the agent, the agent will not be able to change their password.

4. Tab Masking for Supervisors

Different businesses structure their contact centers with different hierarchies or user roles. While some businesses may require supervisors to monitor and manage the contact center, others may have specific employees to monitor agents and manage the operations. Ameyo’s new enhancements in features empower administrators to access each tab (monitor, manage, reports, voice logs) for individual Supervisors or the entire system.

5. Automatic Logout due to Inactivity

In contact centers, Agent work adherence is one of the major concerns. There can be scenarios where the agent, while logged into Ameyo as active, may navigate to other applications or start browsing the internet.

To overcome this, With the new enhancement, Ameyo will now automatically log out such agents from the system after providing them with an inactivity warning. Supervisors will also get a notification regarding agents being logged out due to inactivity, and the information will also be visible in reports.

Agents often need to search for customers based on secondary attributes like credit card or account type, home network, etc. In such cases, agents need to view both the customer’s unique identifier, name, and the searchable attribute to select the right customer. 

This new enhancement in features enables Ameyo to provide more powerful customer search capabilities, allowing the agents to search for a customer based on any attribute that the administrator has marked as searchable. Additionally, agents can also select which attributes of the customers they want to see in the search results, further empowering them to search for the right customer in the least amount of time.

Want to get an overview of this month’s releases? Check more on 4.12 updates.

What’s New in Ameyo Voice | February 2022

Ameyo Voice is the flagship product of Ameyo. With continued customer feedback from diverse customers across verticals, Ameyo Voice is made better each passing day. As a result, Ameyo Voice features have been enhanced and updated to deliver enhanced customer services. We now incorporate the following updates.

Feature Updates for Voice

1. SIP Registration Status on User Interface

To frequent provisioning and de-provisioning of the SIP trunk scenarios, Ameyo has come up with an enhancement where users can view SIP trunk status on their user interface. For example, to use the SIP Trunks provided by telcos, the call server of a business must register to the telco SIP server. If a SIP trunk gets unregistered, the user would be able to see that status and take appropriate action to restore the registration.

The registration status is available for:

  1. Existing Trunks: already existing trunks 
  2. New Trunks: while creating a trunk

2. Auto Call Off – Desktop Notification for Callbacks

In contact centers, Agents have to perform various tasks simultaneously for which they have to toggle between various tabs and they may turn their ‘Auto Call’ off to make sure that they do not receive the next call from the system when they wrap their in-hand tasks. 

However, there can be instances where the auto call for the agent is off, but there is an important callback scheduled for him. The agent should receive a desktop notification that he has a callback planned for him in such scenarios. With this enhancement, a desktop notification will be sent so that the callback is not missed.

3. Enable Agents to Select their Work mode

When most businesses are operating remotely, it is essential to keep a stringent check on agents’ performance and productivity in this pandemic time. However, some businesses are also operative, with half of their workforce working remotely while the rest half is still working from their workplaces or offices. This makes it crucial to track who is working remotely and who is not. To handle this, Ameyo came up with an enhancement capability for agents to select their work mode – Work from Home (WFH) or Work from Office (WFO).

4. Group Hierarchy for Improved Monitoring

With this new enhancement, businesses can introduce a hierarchy in groups as well as group managers. Earlier, a new role was introduced in the system as ‘Group Manager’ who could be assigned to a specific group and perform almost all activities as that of a Supervisor.

This new enhancement will enable logical tracking of child groups under parent groups while ensuring that parent group managers are monitoring child groups’ managers. The parent group manager will be able to perform all supervision activities around Agent Monitoring and Live Monitoring in all child groups as well as the parent group.

5. Group Hierarchy Callback

This latest enhancement in features enable Group Managers to view callbacks and schedule or add callbacks for the following users:

  • Direct users of his Group
  • Users of child groups 
  • Group managers of the child groups

6. End Call Privilege for Agents

Sometimes, businesses encounter scenarios where their agents (usually the new joiners) misuse the capability of “Ending Call” and end customer calls when they shouldn’t. In that case, some contact centers don’t want to give the privilege to their agents with this ‘End Call’ capability to ensure that only the customer disconnects the call for the best customer experience. 

To empower businesses to use this feature in the best possible way, whether using the web app or toolbar, Ameyo has brought in an enhancement called ‘End Call Mask Privilege’. With this in place, businesses can select the user IDs which they want to have this capability, or simply copy the settings to all users in one go. For any other user, the end call feature will be masked on their interface, and they wouldn’t be able to disconnect calls.

7. Warm Transfer Enhancements for Calls

With the new enhancement in the existing feature, Ameyo now enables agents to perform a warm transfer. They can now search for a particular agent and see their availability status and the list of teams the agent is assigned in before transferring to the target agent.

Both agents will now be able to have a short conversation regarding the customer’s issue before the customer is connected. It is even possible to select the team (campaign/ queue) in which the target agent should receive this transferred call if the target agent is a part of multiple teams.

8. Skill-wise EWT

This new enhancement in the feature “Skill-wise EWT” allows contact centers to increase their productivity by identifying the EWT (Estimated wait time) of agents in a particular skill (of a queue). Furthermore, it allows contact centers to assign and unassign agents based on skills. For example, English-speaking agents deal with English-speaking customers. The skill-wise EWT is calculated in the case of both normal and virtual queues.

9. Group Hierarchy for Call Details

With the latest enhancement, The call details can be filtered based on the groups and group manager. The group manager can listen to the voice logs, score the call records, download the Voicelogs, apply filters and search on the users of the child group. Group and immediate group manager’s details are listed for each user on the list. If a user is assigned to multiple groups, all the groups and respective group managers are listed.

10. Group Hierarchy for CRUD

Earlier the Group Manager supervised the activities of a particular set of agents, but there was no one to monitor what the Group Managers were doing. Hence, with this new enhancement in feature, Group Hierarchy has been introduced to keep a check on the performance of Group Managers. The latest update makes it possible to create role hierarchies like L0, L1, L2, L3, and L4 in group manager roles, L4 being the highest on the scale.

Create – While creating a Group, the administrator can assign and unassign Groups and other users. A notification is sent to the Users about the same. 

Read – Once the Group is created, it will list in the My Available Users and Groups list.

Update / Edit – The Administrator can edit the Groups. While editing a Group, the administrator can perform all the actions like create.

Delete – The administrator can delete the groups by clicking on the delete icon on the Groups tab.

11. Holiday and Non Office Hours Handling for Callback Calls

There are cases where the agent schedules a callback call beyond the office hour timing, the callback calls fail, which leads to a high count in the failed callback attempt. However, Holiday/Non-office hours configurations are provided for callback calls to the agents and operations team.

So, Administrators can configure the same at both the system and campaign level. If the configuration is done at both levels, then the campaign-level configuration overrides the system-level configuration. The administrator can perform the following actions: 

  1. Add and edit callback hours 
  2. Add/edit holiday configuration as per the calendar date 
  3. Copy these settings in other campaigns (s) in the same process. 
  4. For both agent and supervisor, when adding a callback, if the agent selects a time that is marked as holiday/non-office hours, then the holiday dates are disabled on the calendar, and an error message is displayed.

Also, if a callback is scheduled and later, the administrator changes the holiday/non-working hours so that the call scheduled time falls under the non-permissible time. The callback is initiated in the next working hour.

Want to get an overview of this month’s releases? Check more on 4.12 updates.

Ameyo Fusion CX | Q4 2021: The Latest Updates in Features

Ameyo Fusion CX is a 360-degree Customer Engagement platform with omnichannel interaction capabilities and a built-in helpdesk management system. It empowers its users with a single view of cross-channel customer interactions, end-to-end ticketing journeys, integrated knowledge base, holistic reporting, and monitoring dashboards.

At Ameyo, we invest in the right set of technology to enable our customers to keep up with the customer service standards. Every update that we introduce in our product(s) aims to free our users from tech challenges and glitches and ensure that customer journeys are made absolutely hassle-free. Scroll down to see what’s new in the 4.12 GA release!

New Product Updates with Enhanced Capabilities

1. Customer Resolution in Channel Addition Framework

A customer may reach a business via various interaction channels, and the business should be able to identify that this is the same customer reaching out through different channels. Identifying the customers on their various interaction channels enables businesses to have a contextual discussion across various communication platforms. 

To ensure this, we’ve handled Customer Resolution in the Channel Addition Framework (a framework that allows businesses to add multiple communication channels to Ameyo). In addition, automatic mapping has been introduced in the system that also helps identify a customer having multiple accounts on a specific channel. 

Let’s try to understand this with an example. Suppose ‘Joe’ in ‘Google Play Store’ is identified as ‘1234’, while in ‘Instagram’ his unique identifier is ‘5678’. With this enhanced CAF configuration, this can be easily resolved with automapping in the backend while reducing agents’ efforts, time, and iterations.

2. Enhancement in Acronym Feature

This new enhancement allows agents to send standard messages to customers for their common queries across all the social media, email, and other chat channels. Acronym feature will now function in improved ways:

  • There will be a list of acronyms for an agent to search through, to get the right acronym in no time.
  • There will be keyboard shortcuts for acronyms.

This enhancement in the acronym feature will also ensure shorter chat handling and ticket resolution time while easing agents’ work with no need to remember acronyms.

3. Hierarchical Visibility of Custom Ticket Statuses

New enhancements allow Ameyo Administrators to create multiple custom statuses, duplicate them across all the queues, or even control the visibility of each status in each queue. For instance, In any complex business process, a ticket may be passed between multiple teams before it can be resolved, or the request completed.

In such scenarios, the ticket transfer to another team might also be triggered by an agent’s setting of a particular status. So Here, to ensure both ease-of-use and aesthetics, the agent should only be able to view the ticket status available for them, not the statuses used by other teams or queues.

4. Facebook Review Management

Ameyo has introduced an enhancement that supports automatic ticket creation for any reviews left by customers. Businesses can now view any reviews and ratings left by customers and respond to them, ensuring enhanced customers’ experiences.

5. Enhanced Customer Experience via Twitter

Businesses want their customers to engage with them via their preferred social media platforms. Twitter is undoubtedly one of the most popular communication channels for many businesses. Earlier, agents could ‘Like’ a Twitter post via their unified interface; but with this enhancement,  agents can also ‘Unlike’ a post on Twitter via their unified interface, ensuring an enhanced customer experience.

6. Edit/ Delete Social Media Responses

Social media is an essential avenue for businesses to build their brand value and prove their dedication towards a great experience for their customers in today’s world. Due to its ease of visibility, potential customers can also see any bad reviews or feedback. Thus, the quality of agents’ responses must be beyond reproach. 

With this new enhancement, Ameyo now enables agents and supervisors to edit or delete responses made by the agent on social media, helping you ensure all public responses are up to the notch. It is available in native channels, like Facebook and Twitter, and CAF channels, like Instagram, Google Play, and YouTube.

7. WhatsApp Infrastructure Monitoring

WhatsApp for Business APIs is an important channel of communication between businesses and their customers because of the customer service and outreach features provided and the market penetration of WhatsApp. These APIs are an independent solution offered by Facebook and delivered via their Business Partners, including Ameyo. 

Ameyo now provides a dedicated dashboard to monitor several metrics such as messages sent per second, latency, error rates, DB queries per second, etc. Administrators can utilize this dashboard to quickly view API performance, identify potential problems, or even configure alerts and notifications for any issues or threshold breaches, enabling them to take any remedial actions.

8. WhatsApp Template Sending Failure Notification

Sometimes it may happen due to different scenarios that a WhatsApp template sending attempt fails. There can be multiple reasons for such failures – the customer number is not registered on WhatsApp, the daily notification sending limit got exhausted, wrongly configured template, and more. This latest enhancement will allow businesses to capture and show these failure reasons and send notifications to users.

9. WhatsApp Template Language Selection

WhatsApp has recently (v2.27.8) changed the way the language of the template message is selected, as WhatsApp does not provide translations for templates automatically but instead requires translations from the business and then sends the alternate version of the template, based on the language specified.

With this new enhancement, Ameyo can now specify the language in which the template needs to be triggered, with the following deterministic approach- 

1) if the agent or rule engine configuration specifies a language, use that

2) else as per customer preference

3) else from hierarchy configuration

4) else the default language

10. Video Attachment Support in WhatsApp

This enhancement allows businesses to send video templates to their customers and ensure improved engagement. The businesses can now create and send video templates (max file size should be 16 MB) to better understand their services and products. The admin can perform configurations in the rule engine and create rules for sending out the video templates. These templates, however, can only be added or removed by a support engineer. While earlier, only text, image, and document templates could be created and sent to the customers via the WhatsApp platform.

11. FB Messenger l Showing Chats from Different Pages of a Single Account

Businesses with multiple brands under one umbrella manage other brands under a single account. These businesses create various pages under a single account because of which the agents do not get to know the page name from which the chat was initiated. 

With this new enhancement, Ameyo provides an option where the agent gets a system-generated message displayed in the chatbox that tells the page’s name from which the chat has been initiated. It is cost-effective and provides a good experience.

Want to get an overview of this month’s releases? Check more on 4.12 updates.

Winter 2022 GA 4.12 Release Highlights – Ameyo

Ameyo has been in the customer engagement and experience space for almost two decades now, winning customers’ hearts, helping them win revenue, and is preferred by renowned brands worldwide for its advanced product capabilities. 

Enterprises that center their business processes around customer experience and customer engagement strategies are often more successful than those which don’t. With a plethora of options in their hands, customers look for faster and easier solutions to their problems. With a focus on enriching the customer experience, businesses need to stay responsive to the customer’s changing demands, operationalize customer-centricity across each level, and deliver the desired customer experience.

Like most of us, you’re probably more than happy to start a new chapter after an incredibly challenging year. After all, there’s a lot to look forward to. From new ways of working to a possible return to normal, great things are coming in 2022. To ensure easier and hassle-free CX operations and continue to bring advancements in our product line, this time too, we have brought in some significant updates in our products under our latest product release, 4.12. 

Stay up to date with the latest features, improvements, and updates for Ameyo’s products. Want to get an overview of this month’s releases?

Let’s quickly jump on the updates now!

1. Feature Updates for Fusion CX

Ameyo Fusion CX provides unified helpdesk management along with omnichannel interaction support. It allows agents to handle customer support tickets from a unified interface across various channels. We provide:

  • Enhanced user capabilities like a single view of cross-channel customer interactions, end-to-end ticketing journeys, holistic reporting, and monitoring dashboards. 
  •  Turn complex business processes into simpler processes with hierarchical visibility of customer ticket statuses.
  • Holistic reporting and channel specified monitoring dashboards
  • Easily identify the entry-point of the customer across multiple accounts

Stay up to date with the latest features and improvements in Ameyo Fusion CX in the 4.12 GA release!

2. Feature Updates for Ameyo Voice Platform

Ameyo Voice enables call center managers and supervisors to easily monitor each campaign and agent. We provide:

  • Other user roles like Multi CC Manager & Group Manager get even more feature-rich
  • Enhancements in VLA & call recordings 
  • Experience seamless integrations with features like UI-less integrations, WFM Nice integration & more 
  • Agents have more capabilities like warm transfer for calls, work mode selection, etc
  • Admin capabilities get richer with skill-wise estimated wait time, SIP registration status on the user interface, and more 

Tune in with the latest enhancements in Ameyo Voice and stay up to date with the release.

3. Feature Enhancements in Ameyo’s Customer Engagement Platform

Ameyo’s enterprise-ready, robust, flexible, and secure Customer Engagement Platform enables businesses to innovate continuously at scale. With efforts to achieve performance improvement and support easier change management for businesses, Ameyo has come up with the latest enhancements and updates to help, serve, and resolve faster.

Ameyo’s 4.12 GA release for the platform!

Keep up for more enhancements and updates. Check all updates here!

Everything You Need to Know About Conversational AI

Communicating with customers is not a trivial task in today’s time. Customer expectations are rising steadily, and they expect unforgettable interactions when interacting with a business. Yet, responding to customers according to their preferred channel at the desired time can be cumbersome. 

Conversational AI can become a powerful tool in this context. It helps improve customer communication efficiently by providing fast and accurate responses to their queries. 

The importance of the effective use of AI in customer engagement cannot be downplayed anymore. Businesses adopt technology more readily, and conversational AI is no different. As a result, the rate of using AI conversational tools is expected to grow by a CAGR of 21.9% globally over the next three years.

AI-based conversational tools allow businesses to employ virtual assistants and cost-effective solutions to bolster their relationships with their customers across multiple digital channels.

Moreover, these AI-powered tools leverage effective conversational interfaces to capture a more significant chunk of the highly competitive market and improve their presence among peers and competitors. 

For example, a chatbot can transform the way companies engage their customers across channels and according to their preferred touchpoints. It presents an entirely new and interactive scenario for businesses across sectors for businesses serving both customers and stakeholders. 

Consequently, industry leaders must understand the technology behind AI-based conversational tools to gain insights into customer behavior. In addition, knowing the core principles and working of AI in conversation can help businesses determine the best way to leverage it. 

Let’s take a look at how. 

What Is Conversational AI?

The term conversational AI refers to artificial intelligence to communicate with customers and visitors according to their online persona. The technology combines several communication technologies, platforms, and channels.

It supports dynamic and fluid response scenarios without a predefined scope. Usually, it communicates with the customers by learning their online behavior and browsing patterns. 

Conversational AI leverages its ability to communicate with the customers by offering greater flexibility and a human-like interface than rule-based chatbots.

Subsequently, it allows businesses to provide micro-segments and scalable support to provide personal engagements. Further, using AI in conversations can improve engagement, customer experience, and customer satisfaction by quite a notch. 

In other words, conversational AI seeks to simplify interactions, provide better understanding, and simplify processes that help businesses grow more efficiently.

How Does Conversational AI Work?

The Conversational AI platform utilizes the capabilities of multiple cutting-edge technologies, including natural language processing (NLP), intent recognition, entity generation, and text-to-speech.

Typically, an AI-based conversational application deploys the following steps when it receives a communication from customers:

Components Of Conversational AI

Conversational AI applications are created by combining the capabilities of the Natural Language Processing (NLP) algorithm with machine learning algorithms. 

It is expected to interact with users intuitively and adapt quickly to their needs and preferences by design. At the base level, the working principle depends on: 

  • Machine Learning (ML) –Recognizes and analyzes how human agents respond to users and is performed with the assistance of algorithms, features, and data sets.
  • Natural Language Processing (NLP) – Help ‘reading’ or parsing, which allows it to understand natural sentence structures rather than simple keywords.
  • Integrations – Allow autonomous operations and processes by allowing integration through APIs to enable end-to-end functionality.

The Benefits Of Conversational AI

The exponential growth of internet usage has prompted many businesses to adopt conversational AI in recent years. The increasing demand for fulfilling customer expectations requires enterprises to connect with people personally. The following are a few benefits of conversational AI:

  • Increase efficiency in operational costs

Staffing the customer service department can be extremely costly for any business. The issue aggravates further if you need to increase your workforce to respond to customers outside regular business hours. Conversational AI helps small and medium-sized companies to take care of the staffing issues by deploying an AI-based response system, which can respond to queries autonomously irrespective of the business timings.

It can help you optimize the workforce, keeping the budget within pre-planned levels. A virtual assistant or chatbot can respond quickly, giving potential customers 24-hour access to your response system. 

  • Boost revenue growth via cross-selling and up-selling

A conversational AI helps build loyalty among customers by connecting and engaging with them proactively. It allows you to improve customer experience through relevant product recommendations and promotions, subsequently upsell and cross-sell products.

  • Improve adaptability  

Conversational AI provides a faster response to customer queries than your human customer support executives do. The immediate response system helps customers feel more valued and attended to, improving the quality of the overall customer interaction.

In addition, since AI leverages machine-learning algorithms, it increases the system’s adaptability with repeated interactions. 

  • Assist existing customer support agents

Ai-based conversational tools can communicate with your customers without the need for human supervision. Further, it can interact with multiple customers simultaneously, using individual customer data sets. Therefore, it can be “taught” to handle repetitive and less critical tasks without requiring any human agent to intervene.

For example, an AI chatbot can help your customers know their account balance or find a store location. This helps save time and effort for agents, which can handle more complex cases requiring their attention.

  • Helps to scale as per requirements

Conversational AI tools can be integrated with your technology stack. It improves the usage of the existing technologies and information sets to improve the overall infrastructure.

This, in turn, enhances information processing fast and efficiently at a lower cost, without the need to recruit or onboard new staff. This can prove effective for businesses to scale quickly or handle the momentary spike in business, such as during the end-of-season sale. 

Use Cases Of Conversational AI

A conversational AI provides an automated customer support service leveraging omnichannel deployments using chatbots and voice assistants. Further, these apps leverage a vast amount of customer data and use real-time analytics at the back end. Consequently, the apps help in ensuring a human-like interaction for the customers. 

Yet, there are several misconceptions regarding the use of conversational AI. In an ideal scenario, artificial intelligence is expected to create a human-like intelligence based on the consciousness that can solve complex issues faced by the customers. 

However, AI-based tools emulate human intelligence in real-life scenarios by observing and identifying patterns based on a predefined behavioral set. Still, its enhanced ability to parse data and provide intelligible solutions can benefit businesses immensely. 

Further, the “learning ability” of the AI tools can give a near-humanlike experience for the customers and become indistinguishable for them.  

Below are some use-case examples:

Online Customer service system

The entire lifecycle of a customer has moved online. From product discovery to conversion, the customer journey now expects seamless support during every stage of the journey. 

Utilizing AI-based chatbots can minimize human interventions and respond to customer queries faster. Handling commonly asked questions like FAQs, account information, or other repetitive tasks. 

Further, AI tools can use personalized communication using the past customer data to improve the customer experience effectively. Several such chatbots are already available. This includes the bots handling e-commerce site transactions with virtual agents, messenger apps, such as Slack or Facebook Messenger, and bots automating the tasks usually handled by virtual assistants.

Providing accessibility: Companies can become more accessible to their customers by lowering initial entry barriers, particularly for users of assistive technologies. Conversation AI’s most popular features include text-to-speech dictation and translation for these groups.

The HR process: A conversational AI can streamline employees’ training and onboarding processes. It can also update employee information and other HR processes.

Getting health care: A conversational AI system can make affordable healthcare more readily available. It can improve operational efficiency and streamline administrative procedures, such as claim processing.

IoT devices: The use of IoT devices is exponentially rising. Almost every consumer has at least one IoT device, such as Alexa speakers, smartwatches, and smartphones. 

These consumers can communicate seamlessly via an automated speech recognition program installed in these devices. The most popular apps are Google Home, Amazon Alexa, and Apple Siri.

Challenges of Conversational AI

The majority of AI-based chatbots and apps already exist. Although they cannot mimic human interactions solving complex problems, they can still reduce the cost and time of repetitive interactions with customers, allowing better utilization of resources. 

Businesses are already using AI-based customer engagement solutions in recent years. However, as with any technological development, specific challenges are yet to be solved. These are:

The language Input

Language input can be an obstacle for conversational AI, whether via text or voice. The AI’s ability to interpret raw text and spoken language input is dependent on its understanding of dialects, accents, and background noise. 

As well, unscripted and slang words can complicate matters. Further, conversing with AI is a massive challenge due to the human factor. Conversational AI does not understand emotions, context, tone, or sarcasm; these factors are difficult to assess.

Safety and privacy

Conversational AI collects data from users to build their personas. This information helps the AI-based tools answer their queries, posing security and privacy risks if the online database is hacked or leaked. 

However, businesses can win end users’ trust by building conversational AI apps that uphold high privacy and security standards while incorporating strict monitoring systems.

Customer Skepticism

Users can be hesitant about sharing sensitive information with machines, particularly if they realize that the conversation is with a computer rather than a human being. 

The issue can be tackled by asking for their consent before using a conversational tool to communicate with them. Further, it would help if you looked to alleviate their concerns by educating them on the benefits of the tech stack. In addition, a direct-human response system can be used during complex situations. 

Final Thoughts!

The modern-day customer wants a great customer experience when they interact with your business. Providing a fast-response customer support system can help you improve your customer interaction quality. 

AI-based conversational tools enable you to leverage customer data at your fingertips and provide a resolution across touchpoints faster. 

Additionally, it helps you optimize your workforce requirements, operational budget, and technological stack according to the requirements. Finally, conversational AI enables you to build a brand that the customers trust. 

Top 10 Features: A Customer Support System Must Offer in 2022

A customer support system provides companies with the right technological infrastructure to optimize and automate customer interactions at scale. As a result, they streamline multi-channel interactions and help drive a more customer-centric engagement model for all enterprises. 

A robust customer support ecosystem must incorporate best practices in leveraging the right technology and the right strategies in managing customer relationships. As a result, teams are empowered to make the right decisions while customers experience highly engaging and personalized interactions.

In the post-pandemic world, nearly 57% of customers are ranking call support as their primary preference for communication with companies. That is why enterprises seek the right integrated customer support system to drive better performance across key metrics. Revenue, retention, acquisition, and growth can be significantly impacted when the right customer support solution is leveraged with the right features.

Companies can improve their top-line revenue by around 10% when onboarding the right contact center system.
– Mckinsey

The Strategic Importance of Customer Support Systems in the Enterprises

There are several critical reasons behind the importance of customer support systems in enterprises, namely –

Greater transparency within customer management – As we move towards a more remote and digitized world, organizations need greater transparency when engaging with customers at scale. The pandemic has demonstrated the need for managers to have real-time access to any interaction at any time.

Improved efficiency of customer engagement teams – The dedicated interaction tools made available to customer service agents empowers them to make the right decisions at the right time. This significantly improves their productivity, enabling customer engagement to emerge as a profit center.

Optimization of the customer journey – A key benefit of adopting AI-based customer support solutions is the mapping and optimization of a customer’s complete journey. This truly facilitates the development of an omnichannel presence for customers.

Seamless synchronization of conversations – A singular customer support solution ensures that all conversations with customers can be mapped and shared with relevant agents at any time. Cloud solutions also provide anytime access, which is key for real-time problem-solving.

Smarter management of ticketing – A customer support ticketing system is adept at managing large volumes of customer conversations with ease. Automated assignment and optimized resolution workflows also significantly improve customer satisfaction with service levels.

 Customer Support System: Must-have Features

Customer Support System

Let us further explore the 10 must-have features that all customer support systems must offer to enterprises–

1. Unified Customer View within a Dashboard

A vital must-have feature that all customer support platforms must offer is a unified view of all customer insights. This is key to expedited identification of incoming callers and the empowerment of outbound sales agents that are engaging with leads at scale.

2. Universal Agent Management Solution

A top customer support management system must have a universal agent management system to track live calls, analyze agent performance, review irate calls, etc. In addition, the platform should allow for seamless management of teams across sites within the universal management solution.

3. Contextual Voice Management System

Having a complete record of all inbound and outbound calls is a critical feature that customer support systems must offer. Solutions should also provide analytics insights about call data while providing a cyber secure centralized management system for all voice information.

4. Omnichannel Engagement with Customers

Robust customer support systems provide multiple ways for customers to interact with businesses, allowing for contextually rich engagement across platforms. With self-servicing being a preferred first mode of interaction for nearly 66% of customers, tracking data across channels for journey optimization is important. 

5. Internal Communication Mechanism

A robust customer support solution must have an internal communication platform for managers, teams, and external vendors to interact with. Key live queries, clarifications, and information requests can be shared on the internal platform, which can be reviewed regularly for optimizing training and recruitment.

6. Live Monitoring and Reporting

A critical feature that customer support systems need to offer businesses is the live monitoring of all calls, both inbound and outbound, as well as real-time insights on call outcomes. Reporting mechanisms should also be available to provide frequent metrics information across all channels.

7. Integrated Data Analytics

The right data analytics solution can radically transform how enterprises engage with customers at scale. Key insights on team performance, customer sentiment analysis, retention, and other critical parameters can be generated when using the right customer support system. While only around 37% of enterprises are using advanced analytics to generate value, there is significant scope in scaling analytics through better customer support data. 

8. Video Chat Capabilities

Video chatting capabilities via app or platform are critical to optimizing customer interactions, especially for high-value interactions, such as banking, and technical engagements. Instant video calling facilities also improve the quality of interactions, which significantly impacts customer onboarding, issue resolution, retention, etc.

9. Smart Call Ticket Prioritization

By prioritizing all calls within a single dashboard, teams can escalate specific conversations, route them to other teams, or prepare resolution pathways for niche queries. Ticketing prioritization is a critical solution that must be present within all customer support ticketing systems.

10. Smart Automation of Key Processes

Automation capabilities can transform customer interactions while resolving queries at a rapid pace intelligently. Customer support solutions must enable managers to create automation rules for interactions, with smart routing, insight mapping, call analytics, and ready reporting.

Wrapping up..

Customer support systems allow enterprises to manage multiple customer conversations easily. They also help drive a culture of innovation within customer relationship management, through team empowerment and simplified access to caller insights. Therefore, firms must ensure that these 10 features are available as core offerings when reviewing scalable customer support systems.

Ready to transform your customer support strategy? Request demo now.

Top 5 Benefits of Chatbot for Fintech Business

Do you like to communicate with your bank? Well, no one likes to do so. Introducing a chatbot for Fintech business can enhance communication drastically, as there will be no queues and no stress. In addition, offering chatbots to your customers can make your relationship stronger.

As per the reports by Juniper research, 79% of successful chatbot interactions will be through mobile banking apps in 2023

These days, chatbots, one of the key technological trends, has also entered the highly conservative financial industry. This is because customer satisfaction remains a top priority for banks, similar to shops and other online services.

Why Chatbots Are Preferred Over Live Communications By Users?

The biggest reason behind the preference is the change in core audience. Millennials and Generation Z have entirely different mindsets and priorities compared to baby boomers. They travel, chat and Google and handle their business online; they mostly rely on their smartphones for their daily routines.

Today’s modern generation does not prefer a slow chat with the bank’s customer care department to review their monthly expenses or sign a new agreement. Thus, they prefer chatbots for their quick and precise problem-solving on the go for payments, traveling, and shopping.

Here Are Five Benefits of Chatbots For Fintech Business

Most companies strive to optimize their processes besides providing high-quality service. Chatbots help companies achieve both of these goals. AI chatbots can easily handle vast data and can instantly answer customers’ questions. Here are some of the key reasons why fintech companies are considering creating AI-based chatbots for their clients and internal operations.

Chatbot for FinTech

1. Personalized Banking Services

Chatbots stand as virtual financial advisors by helping users get what they are looking for. With chatbots, customers can ask questions and get their replies within seconds; there is no need to call the bank to know how much you have spent last month on restaurants.

When a customer asks for advice on a good saving plan, options for deposit, better budgeting, and many more things, the chatbot will offer relevant financial products, as it is familiar with the background of each particular customer.

2. 24/7 Customer Support

The most obvious reason to use chatbots in the fintech industry is round-the-clock customer support. They are ready to answer anytime regardless of the working hours and traffic peaks and moreover, exactly when the client needs a quick response. For example, while visiting a foreign country if you face any problem with any banking services, a chatbot can help you solve it within minutes instead of going through the time-consuming call center procedure.

A chatbot can handle 80% of customers’ requests, but still, you need human support to deal with the rest of 20% of complex tasks.

3. Enhanced Marketing Strategies

Today’s business is driven by customer satisfaction. The key elements of the success of your business are to know who your targeted audiences are and what they actually need. So here chatbots are more beneficial for business solutions. These days FinTech companies and modern payment providers offer numerous products and services. But now the question arises that how would you know if, Mr. Royan could use a saving plan, or Mr. Virgil is willing to invest?

It is quite hard for bank employees to figure it out as they would need to dig through tons of information and do in-depth analysis. But it could be easily handled by a chatbot and can solve the riddle in seconds by chatting with the person. The next chatbot can offer a specific banking service or product that can lead Mr. Royan and Mt Virgil to purchase a new service or product, and most importantly leave them satisfied.

In this way, companies can gather feedback besides promoting new products without even frustrating the customers. AI is beneficial to take user analytics to a new level. Chatbots provide real-time, valuable, and insightful reports that are useful in enhancing services and strategies.

4. Enhanced Security

The key challenges of the banking industry are strict identity protection and multi-level authentication procedures. The top reasons for the field being so conservative are tight regulations and licensing.

As these days’ cyber crimes are at their peak, many people deny using chatbots due to security concerns.  But the answers to these concerns are facial recognition, fingerprint authentication, and encrypted conversations. Moreover, These days due to modern technologies being used in every field, chatbots are considered more secure than phone calls or live communication.

Also, chatbots are very much helpful in fraud detection; within seconds they can make out whether a user had made a suspicious transaction and thus react appropriately by blocking the card and reporting a breach–AL rules in detecting deviation from typical behavior.

5. Stress-free Payment Processing

Social media chatbots having payment functionalities are known to be a goldmine for businesses. At the moment the technology is a bit raw, but in the coming future, the outlook is promising. Just give it a thought: people will not have to leave the comfy and familiar app to make the payment. Chatbots will be having all their cards and accounts available, which would allow users to make transactions and purchases without leaving their social media page.

Conclusion

There are numerous advantages of implementing AI-based chatbots for FinTech businesses. Besides, customer satisfaction chatbots save money, enhance marketing strategies, provide fast information, and better fraud detection. In the coming years, most companies would use AI in their processes in one or another way. 

Why Omnichannel Is A Contact Center Necessity, And How To Create One?

An omnichannel contact center brings together interactions across communication channels like voice calls, social media, email, chats in real-time, WhatsApp, etc., in one space.

An omnichannel software empowers the agents to revert to customers from a single view, maintaining consistency in supporting customers across channels. Such cloud contact centers assigned with omnichannel capabilities allow customers to reach out to brands and businesses using their preferred communication channel and expect a swift response.

Today, times have changed, and the way customers want to interact with brands has altered. As a result, facilitating a unified customer service is vital regardless of their chosen channel.

Responding to customer questions keeping the previous interaction context in mind across channels is essential. With an omnichannel contact center in place, it is easy to address this as it bridges the gap entrusting customers and agents with ease of access.

Whether they make a phone call to the call center or shoot their queries on web chat, they expect quick resolutions seamlessly.

Is An Omnichannel Contact Center A Bare Necessity In 2022?

Almost 5 out of every ten customers use multiple (3-5) communication channels to connect with customer support.

We all know that the Covid-19 pandemic has brought about a new wave of digital-first customer service. Walking into a store has become obsolete, and customers have been forced to get comfortable with digital channels overnight to access support and make purchase decisions.

Digital channels have provided customers with a fluid interaction because no one channel of communication can be given importance over others. 

Omnichannel contact centers solve this issue perfectly and offer a great customer experience helping businesses and brands transform their support and operations.

Omnichannel contact center comes with some very pertinent benefits, and these are vital to gain a competitive edge for your business.

  • A single screen for all customer conversations
  • Easy to scale support interface
  • Easy Third-party integrations within the omnichannel software
  • Automatic routing of customer queries
  • A comprehensive timeline of customer journeys
  • Cross-team collaboration to resolve issues swiftly.

6 Steps To Create An Omnichannel Contact Center

Outline The Customer Journey

The customer journey is an amalgamation of touchpoints and interactions that all customers go through when purchasing your product or services. 

Mapping your customer’s journey is exceptionally vital for your business, as this is the only way to understand and capitalize on customer needs and behavior.

As and when businesses can understand how customers are experiencing their product/service, you will be able to comprehend customers’ better-preferred communication channels and their opinion of your brand and identify areas of improvement to enhance customer retention.

It is also crucial for businesses to understand how customers interact with specific touchpoints to open the door to customize customer interactions and make an informed decision about when is the best time to implement conversational ai services like chatbots and voice bots.

Fuse Your CX Strategies

Implementation of an omnichannel CX strategy is not possible in a silo. Instead, this requires teams like sales and marketing to coordinate with each other and work together towards achieving a common goal. 

Mandatory Important Discussions:

  • Voice and Messaging of your brand – Your customer service agents and your marketing team must be saying the same thing to your customers. Businesses must ensure that their messaging is consistent and aligned across teams and channels. Coming up with brand guidelines might be helpful.
  • Optimum Utilization Of Communication Channels – Both your marketing team and your contact center would be active in responding to social media posts. It is vital to build a strategy that sketches an outline distinguishing who responds to what and strategizing to reduce the response time. 
  • Aligning Customer Service Goals – It is essential to ensure that you as a brand are clear-headed about what success means to you. Whether upselling, net retention or KPIs, always keep your company CX goals and KPIs in mind.

Train Your Agents

You might have state-of-the-art technology, but outstanding customer service still hinged on the agents. Your agents are essentially the face of your company since they directly interact with your brand’s customers.

Training your customer service agents is vital. This helps employees navigate the software, understand omnichannel communication better, and guide the agents to facilitate an impeccable customer service experience.

Deploy Cloud Technology

Being on the cloud is a must for an omnichannel contact center to run smoothly. Cloud technology has the power to unify multiple communication channels ranging from phone calls to live chat and social media, facilitating a user-friendly and impeccable customer experience.

Using cloud technology, customers can connect with your brand representatives utilizing any mode of communication and shift to another channel directly without having to restart the entire process or start from scratch.

This reduces customer frustration dramatically and, at the same time, sets the agents up for success by giving them quick access to crucial information for lightning-fast query resolution.

When your contact center agents have all the necessary tools to perform outstandingly, the chances of those who contact your brand will leave pleased and feel like their issues were solved.

Choose The Right Omnichannel Software

There are several omnichannel contact center software, and choosing the right one can be tricky. So then, how can you tell which is the right one for your business?

Here are some questions you must ask yourself to make an informed choice.

  • What problem should the software solve?
  • What are the functions that are important to your team?
  • What are the most frequent requests that your brand receives?
  • How to implement it, and how long would it take?

Omnichannel contact center software is meant to make the lives of your customers and agents easier. But, with that said, there will always be a learning curve. 

Make A Smooth Transition

Let’s say you have a great tech lined up followed by a fantastic strategy; a certain amount of time is natural in the transition period when opting for an omnichannel approach.

Even the agents would require some time to get the hang of fielding multiple chats, social media customer service requests, video calls, and voice calls.

So then, how do you manage a smooth transition to make it convenient for your team?

  • List Down Your Teams Responsibilities and Duties – Allocate communication channels to multiple teams. Let one team take care of social media while another manages live chat, and so on. The rotational approach is a great idea.
  • Allow New Agents To Learn From Veterans – When you transition to an omnichannel technology, it will be new to most agents. But having said that, this might not be the case for all agents. Make the most of your experienced agents.
  • Set Goals And Monitor Them – Know why you are making the transition and what you should expect out of this. Make sure that you check in with agents from time to time throughout the process and make sure they aren’t facing any significant hurdles.

Final Thoughts – Customer Opinion Is The Right Opinion

For an omnichannel strategy to work, it must be aligned with your customer needs. The room for improvement in the CX industry will always be there as customer needs and technology keep evolving.

Once you start getting your customer insights, make sure you analyze your data and make mends in your CX strategy as per your needs.

If you aim to grow your business and have a technology partner that stands with you throughout your journey, Ameyo would be lucky to have you.

Not Sure What’s Missing in Your Contact Center? Video Could be the Answer

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations. Any missing part in the contact centers eventually disturbs the overall customer experience. Video contact center offers a rich feeling of presence to the customers and highly collaborative communication due to its real-time nature.

Over the years, the power of AI and digital transformation has contributed to cultivating several new trends. They have enabled contact centers to lead incredible innovations and tremendous achievements, allowing them to do things with user data that people only manifested about years ago. As a result, customer expectations are evolving and becoming more demanding in customer services; they want to have a human touch in all the interactions and touchpoints.

90% of businesses are likely to spend more on video conferencing in 2022 to improve the customer experience.
– Vox Media

Building an unbeatable customer experience requires you to follow hundreds of suitable steps, while ruining it needs just one mistake. As a result, contact centers now focus on customer satisfaction, improved experience, and refined service while enhancing organization sales. There is no denying that consistent, incredible, and satisfactory consumer experience has a significant positive impact on the business results. Consequently, enhancing the customer service experience has become a top priority for businesses.

In today’s technological world, customers consistently look for a convenient way to communicate with businesses. While traditional methods like email, phone calls, and webchat continue to dominate the contact centers, there is a steep rise in customers’ expectations. Now they want a human touch in all communication touchpoints with a personalized experience.

Thus, what ensures exceptional customer service and customer experience with the continuously changing dynamics and environment? The list is long, but first, you will need a skilled team of contact center agents. Secondly, the contact center should utilize the latest technologies supporting systems integration, meet customers’ expectations, and provide a new age and modern personalized solutions along with human touch. Gone are the days when customers wanted a good experience by paying less. Nowadays, customers are willing to pay more for a great and enhanced customer experience.

To meet the new age expectations of customers, providing a human touch and personalized customer experience, Contact centers handling only voice channels have evolved, and introduced Video-enabled call solutions.

Video-enabled contact center solutions have seen an exponential rise after the post-COVID 19 pandemic. Enabling a video-enabled call center can bridge the gap between an organization and its customers by providing a personalized customer experience. It allows contact centers agents to connect with clients face to face and resolve issues quickly.

Looking ahead, this article will talk about the key piece that contact centers should not miss, video-enabled contact centers, and how it can elevate the customer experience?

What is a Video-enabled Contact Center?

Understanding customers’ expectations and fulfilling them is the first step in providing a fantastic customer experience. Therefore, contact centers must focus on developing an extensive understanding of what customers expect, what sort of problems they face, whether or not customers’ requirements are being met, and how contact centers can improve their service to meet customers’ expectations.

Video contact center software is undoubtedly the next big thing in the world of contact centers. It allows contact center agents to rapidly initiate video-based conversations from any supported communication channel — including phone, email, chat, SMS, and social media. Video-enabled contact centers allow agents to communicate better with customers. It enables businesses and agents to elevate and humanize the regular chat interactions to a video call. Video chats and calls are relatively new adaptations in the customer service ecosystem, yet they underneath the gap between businesses and customers.

How Does Video Contact Center Elevate Customer Experience?

Businesses are always looking for new and innovative ways to enhance customer experience. A video contact center is one such solution that offers a rich feeling of presence to the customers.

  • Video Contact Center

1. Provide Personalized Customer Experiences

Empathizing and understanding the customers’ needs help deliver personalized customer experiences. Nowadays, customers are more intellectual and demanding than ever; they do not like mundane answers or solutions from customer support agents when contacted for an issue. With the help of Video chat, businesses can take charge and make conversations more human and personalized. 

Similarly, It also enables the agent to better gauge the customer’s mood and tone further helping in forecasting the urgency of the customer and quickening solutions. By integrating video-enabled contact center solutions, businesses can make customers feel that they have been well heard and understood even if the agents could not provide an instant solution to their problems. Businesses can assure the customers that they will take care of their problems well, improving the quality of customer experiences.

  • It helps to build trust among customers
  • Enables to connect with customers on new emotional and non-verbal levels. 
  • Face-to-face virtual interaction enriches the customer’s experience.

2. Enhanced Real-time Support

Video contact centers allow agents to help and direct the customers to virtually understand and use the product. In addition, customer support representatives can physically demonstrate how to use the product with the help of a screen sharing option in the application/tool. Lack of visual connection or contact has always been a significant challenge of interactions between businesses and customers. 

For example, There may be instances in the real world when a customer may not know how to use a product or service, and the reason behind it could be the lack of technical knowledge. If this person connects your contact center for help and the query does not get resolved for a reason such as he could not understand the verbal direction, he might get shattered and stop using your product. However, if the video contact center is there to help, agents can connect the customers and assist them better on video calls by providing real-time support.

3. Facilitates Streamlined Communication

Streamline communication is the key to an enhanced customer experience and good relations between customers and agents. Video contact center solutions have improved both agents and customer satisfaction significantly. Businesses can streamline their business communications and enhance overall productivity by integrating video call solutions. Furthermore, video chat solutions also support call recording and call monitoring capabilities. These features give managers a complete hold on the quality of calls and help managers measure agents’ performances. As a result, they can monitor and identify weakly performing agents while stakeholders can recognize bottlenecks in operational business processes and promptly rectify them.

4. Lesser Touchpoints, More Effectiveness

When most companies focus on the customer experience and journey, they generally think about the touchpoints—the individual path or transactions through which customers interact with different business departments and their offerings. However, more touchpoints mean more complexities in the business process and customer experience. 

Lesser touchpoints lead to excellent customer experience

Implementing video-enabled contact center solutions in businesses helps identify the root cause of the problem, lower digital customer touchpoints, and offers a practical solution faster, thus providing improved customer service. In addition, it means if the contact center adequately manages customer expectations, they can deliver a great experience.

5. Offer Quick Resolution

Video contact center solutions can help customers get and boost their first call of resolution by interacting face to face with agents and providing more transparency in communication. With it,  Agents can offer to initiate a video call share their screen, and guide customers better, and if the customer agrees, they can proceed. All of this together ensures a quicker resolution and an improved First Call Resolution (FCR) score. In addition, A video contact center solution can help eliminate the room for customers’ extra doubts, help in providing faster and timely solutions.

For instance, Customers often take up a lot of time explaining their problems to the support agents, especially if they face technical issues. As a result, they fail to interpret the solution as well and eventually get frustrated with your product and service. In the meantime, the agent also loses essential time comprehending the customer and conveying a solution.

Want to know more about Ameyo’s video contact center? Request demo now.