Voice over internet protocol (VoIP) is offering enterprises new ways to tap into a wide variety of communications features while escaping the high cost of landlines. As businesses of all size adopt this technology, many are discovering the potential that VoIP has when combined with artificial intelligence (AI). In fact, AI and VoIP are proving to be valuable tools for streamlining customer service.
What Is VoIP? VoIP runs voice calls and other communications over an internet line. When this technology was new, there were some initial issues with voice call quality. But, over time, it has become a reliable and high-performance channel for voice calls. In addition, it opens up enterprise communications to a much broader set of capabilities, including tools such as messaging and videoconferencing.
VoIP has become an indispensable communications technology for businesses, because it allows a company of any size to access features that, in the past, only big corporations could utilize. Call forwarding, digital receptionists, and automated personnel directories can help even the smallest startup present a professional brand to the public.
VoIP also offers features that aid with improving customer service. For instance, VoIP can be used to gather important data related to inquiries, such as measuring how long it takes, on average, to resolve customer issues, or determining the rate at which customers have to make a second call in order to have an invoicing problem fixed. The data results in a more well-informed customer service policy.
AI and VoIP Offer Even More Benefits. When AI and VoIP are combined to better serve customers and improve efficiency, the results are improved customer satisfaction, cost savings, and better employee engagement. AI allows a VoIP phone system to automatically handle the more routine calls, freeing up agents to handle more complex cases.
Even when it becomes evident to an AI-powered VoIP system that a call can’t be resolved using its automated tools, the system has gathered critical information that better-informs the conversation that the agent has with the customer.
In this model combining AI and VoIP, issues are resolved faster and customers are appreciative of the ability to access self-guided solutions. This results in cost savings as well as improved customer engagement and loyalty.
One of the key benefits of implementing AI and VoIP is that employees are more satisfied with their jobs. They remove the more mundane aspects of customer service, such as answering routine questions and solving simple issues and are instead placed in a position to resolve more complex situations. This more rewarding customer service position may help enterprises reduce turnover through better employee engagement.
For more information about how AI and VoIP may help your organization better serve your customers, contact us at Diversified Technology Group. We can help you leverage the best VoIP solution and discuss the available AI features for systems.