9September 2019Not only does conversation tech save big money and drive revenue, but nurture consumer relationshipsensuring this brand loyalist is treated with top-notch service and priority. Second, it answers the question of where to push calls by putting a customer on the line with whichever call agent is most likely to help them based on their known preferences. Third is script selection. When the agent presents the caller with a relevant offer, they know then the last time you purchased was and if they've reached out to the call-center before. And then there's the monetary benefits. It's no secret that call-centers are expensive, but in using the aforementioned insights to better handle inbound calls, there are major savings to be had - to the tune of $1,000 a minute, in fact. Deepening Customer Relations in the Midst of a Tech RevolutionIn short, the value and significance of conversation tech for marketers who are operating in the digital economy is vital. The use of AI, machine learning and big data in voice channels like call-centers lend efficiency to processes and workflow in the name of ROI. Not only does conversation tech save big money and drive revenue, but nurture consumer relationships. Be it through improved call handling, better call routing or agent selection or enhanced script selection - all things that can make or break an interaction with a high-value customer. MT
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