analyzed the evolution of voice biometrics? virtual assistants? and customer service over the past year to outline the key trends that will characterize the beginning of 2018? all aimed at improving the consumer experience.
“ The trends we expect for the new year build on the strong buy bulk sms service evolutionary momentum of 2017? primarily in the areas of voice biometrics? virtual assistants? and customer service. 2018 will be a pivotal year for the further implementation of AI and voice biometrics in the home? banking? and telco sectors? ” said Robert Weideman ? Executive Vice President Enterprise at Nuance Communications.
Artificial intelligence (AI) confirms its role as a game-changing technology ?
As well as a key factor in increasing sales? enhancing operations? and facilitating customer engagement? while simultaneously offering a better user experience. Data from a recent Gartner study confirms that many companies have already understood the potential offered by these technologies and are working to further develop virtual assistants (AV)? offering a high level of interaction between the system and the end user. In 2018? this generation of AV will be what is the secret of the popularity of poker casino? further enhanced with HAVA (Human Assisted Virtual Assistant) technology? which will add human-in-the-loop capabilities to support the virtual assistant with unanswered questions? but above all? to enable a learning cycle capable of updating the AV’s “brain” in real time? thus directing requests with ever more precision and timely accuracy.
Furthermore? thanks to the growing popularity of messaging apps?
This year companies will engage with their customers that can continue beyond the moment of purchase? fostering end-user loyalty across various channels.
As for voice biometrics? in 2018? technological developments will offer the possibility of optimizing and personalizing authentication and identification? improving the service offered in terms of simplicity? speed? and security? and reducing the possibility of fraud.
Finally? thanks to predictive artificial intelligence? 2018 will be spam data the year in which consumer data will be leveraged like never before to enable companies to proactively anticipate their needs ? offering appropriate solutions before a real and explicit need arises. If the virtual assistant is unable to resolve a problem? the user will have the option to send messages directly to contact center agents? who will even be able to answer the consumer’s questions via voice or video? thanks to advanced technologies integrated into instant messaging apps.
The implementation of these technologies will reduce call handling time and costs? offering customers 24/7 assistance and at the same time a better Customer Experience.