Alexa and Google Home are two of the most popular branded voice assistants available. There are many others out there, and more and more of us are using them in different parts of daily life. Some of my colleagues at Princeton Partners spend quite a bit of time working on new ways to utilize the tools of the voice economy. For instance, you can access this post as a podcast through your Daily Flash Briefing on Alexa without so much as a click being required.
The customer experience is being innovated thanks to Voice. But voiceless AI on its own can also make for powerful customer service.
My son recently got a drone as a birthday gift. One day while he was flying it, the lights started flashing and it disengaged from his controller. The next thing we knew, it had flown into the side of our house and left a few holes in the siding while going into this apparent self-destruct mode.
Fortunately, we had registered the drone online, so we were able to log on to the product website and initiate the repair authorization process in mere minutes. Within a day, there was a case number assigned to us, a UPS shipping label was emailed, and we shipped the faulty drone free of charge to the manufacturer.
We were alerted to every movement via email from teardown to analysis to repair quote. On the product website, we could even monitor the progress of each step on a visual tracker, somewhat similar to an online food delivery experience.
We opted to pay for the repair, and the drone was sent back to us fixed and in excellent condition. All of this was executed seamlessly through voiceless, self-directed, AI-based customer service. The whole process took less than 10 days. It was safe, secure and totally driven by AI.
There are many tools consumers can use to get support in the bot-based service world. Our specific experience with the drone repair points to an effective way in which customers can remain connected to a manufacturer with convenience, and without feeling a loss of control or value. AI was the champion here, and it didn’t matter to me in this particular situation that there wasn’t an audible voice to guide us.
A recent article published by Forbes examines how this type of customer service experience may evolve with Voice. Quite importantly, the article places emphasis on the concept that your voice tech must know what it doesn’t know, and accommodate that constraint in order to satisfy customers.
Overall, voice or no voice, AI-based customer service is a great way to address consumer’s needs in an easy, user-friendly way 24/7.
Tell us about your experiences with Voice or AI based customer service, or let’s discuss how we can give your customers an effective technology-based user experience.
Now, if only I could use AI to repair the holes in the side of our house.
October 10, 2018
Written by Manish Patel
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