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And the rewards can be significant with 30 to 50% reduced abandons and much higher customer satisfaction.

Voice Authentication and Natural Language: Another technology that has advanced substantially in the past few years is voice authentication.

Allowing them to easily reach out to your service team and obtain information or assistance that enables the to complete their transaction.

Voice authentication along with traditional ANI schemes (where you use the originating number to identify the customer and their most recent information, requests or transactions are provided to the service agent) enables more certain authentication as well as the ability to immediately launch into the issue or service the customer is trying to achieve.

And overall, given such proactive chats are typically seen as unobtrusive and helpful, you can greatly improve the customer experience and satisfaction.

Further, advances in data analytics and artificial intelligence yield new capabilities from voice authentication to interactive, natural voice menus to AI actually answering the customer questions.

Good implementations avoid bothering the customer when they first get on your page or when they are speeding through a transaction.

Instead, you approach the customer as a non-intrusive but helpful presence armed with the likely question they are asking themselves.


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