Operator expressions that look like memorized text annoy many customers. That’s why companies need to strike a balance between “being scripted and being natural.”
Employees get tired of repeating the same text over and over and answering the same questions, so their “emotionality” deteriorates, which can be perceived by the customer as indifference; According to the survey results, approximately 30% of the participants are ready to abandon the company’s services if the call center operator treats them rudely. To solve this problem, call center staff also need to be freed from the same types of requests: we must use text channels as well as voice channels and delegate the processing of standard requests to bots.
Pavlov notes that most robotic voices now sound natural, especially when using a “pre-recorded voice” approach.
With the help of voice robots, you can completely optimize the workload of contact center specialists, allowing them to work in a calmer mode, be patient and more friendly. What else is a robot sometimes better at? Pavlov says. In a voice bot’s communication with customers, rudeness is completely excluded due to the fact that the robot strictly follows the script, does not succumb to human emotions and guarantees an adequate response to any request and any mood of the customer.
Source: Ferra
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