Customer service remains the most critical component for the success of any business. No matter how much money and resources you invest in your products or services, you cannot expect growth unless your customers are happy. Ensuring people get a response when they call the company requires having a competent team that’s available 24/7. Unfortunately, having a dedicated customer care team isn’t cheap. Also, there are concerns related to the management of customer support. That’s where an ai virtual receptionist can help. In this guide, let’s talk about more about AI receptionists in detail.
What exactly is an AI receptionist?
True to the name, an AI receptionist is a computer program trained using advanced Natural Language Processing (NLP) and machine learning. The role is relatively simple – ensure customer calls are answered promptly, their queries are resolved, and appointments are scheduled as requested. Today, AI receptionists can communicate in a wide range of languages, and the responses can be refined with time by offering inputs and training with AI.
Is it worth investing in an AI receptionist?
The short answer is yes. When it comes to customer care, there is no better approach than instant responses. Unlike a human team, an AI receptionist is available for all kinds of needs at all hours of the day. The AI-powered solution can ensure no call is ever left unanswered, and you don’t even have to invest in hiring and recruitment. With a traditional in-house customer support team, there is a constant need for training and management, which is not the case with AI receptionists. Over the last five years, these solutions have evolved rapidly and have found a place in numerous industries and domains, including healthcare, hospitality, and retail. Even a regular business office can benefit from an AI receptionist.
Another big advantage is scaling. If you decide to go the conventional way, you have to hire more customer support executives as the company scales. That’s not the norm with AI receptionists, which can handle a mass volume of calls at the same time and can scale with your company.
Are there any limitations?
While AI receptionists offer numerous advantages for all kinds of businesses and organizations, there are a few aspects on the flip side. Firstly, a machine cannot emulate human emotions or may fail to resolve complex issues. There are potential data security concerns, too. However, despite all that, an AI receptionist is still better, and when a customer issue remains unsolved, they can pass the matter to a real customer care expert. Many businesses rather prefer a mix, where AI receptionists are handling their initial calls, and real humans come in when a customer needs more help.
How to choose between AI receptionists?
The answer depends on what kind of service you are looking for. Start by evaluating the features and whether the service provider can scale with your business. Check the technology behind the service. Many AI-powered services rely on speech synthesis technology and allow clients to expand responses based on dynamic knowledgebase integration. You may also want to check whether you can train your AI receptionist for certain kinds of complex queries. The last and probably the most essential factor is uptime. Ensure you choose a service that uses cloud infrastructure for maximum uptime. Before a long-term commitment, ensure you test the service.
Takeaway
If your company intends to maintain a competitive edge by offering exemplary customer service but without the add-on costs, an AI receptionist is just right for you. Do your homework, check and test a service, and consider how effectively it can handle calls in your industry or domain.
