Artificial Intelligence Trends in 2021

Posted On 21 Jan 2021

Artificial Intelligence has a huge impact on our daily lives, especially during the COVID-19 pandemic. Artificial Intelligence will remain a major trend in terms of technological developments and innovations that will fundamentally change the way we live and work. The rapid growth and development of technology today make AI or artificial intelligence used in various fields such as healthcare, retail, automotive, manufacturing, finance, and even customer service. The following are trends in Artificial Intelligence that will develop and be used in 2021:

1. Artificial Intelligence of Things (AIoT)
Artificial Intelligence of Things or AIoT is a combination of the internet of things (IoT) with artificial intelligence. With AIoT, internet-connected devices will be able to learn from the data they collect or be able to understand your speech without sending data to the cloud. An example that can be applied in a company is the Smart Office which not only detects who is in the office but can also make decisions about lighting and air conditioning to save energy.

2. Increased use of AI Cybersecurity
Increasingly sophisticated technology requires increasingly sophisticated cybersecurity to keep it safe. That way, the use of cybersecurity tools supported by AI will also expand in 2021. Artificial Intelligence will strengthen cybersecurity by assisting in threat detection and prevention. AI will help prevent cybercrime with enhanced cybersecurity measures. Fake activities or transactions will be detected by the presence of AI.

3. AI and Cloud play a role
Artificial intelligence will play an important role in the wider adoption of cloud solutions. One of the uses for large amounts of data in the cloud will be processed by applying artificial intelligence.

4. Voicebot will grow rapidly
Artificial intelligence that is driven by voice will develop rapidly by using Natural Language Processing and capabilities in Automated Speech Recognition, especially in customer service. The company will leverage AI to improve its customer service.

5. Robotic Process Automation
The use of RPA can simplify business workflows and can streamline costs. Because by using RPA, companies can automate business processes that occur repeatedly so that employees can focus on doing other, more complex jobs.

6. Artificial Intelligence improves Customer Experience
Companies can use the analysis generated by AI to estimate customer needs in a definite way based on the data obtained when the customer has made a decision. This analysis can take the form of providing a signal when there is a change in consumer behavior so that the company can optimize messages to suit customer needs and serve customers effectively.

7. Big Data analysis using AI
The best artificial intelligence algorithms and software-based analysis systems use Machine Learning solutions. This enables them to convert data into information that can provide data ready for processing and can streamline time, operations, and costs. AI technology is able to help humans with data analysis by producing better insights for companies and can accelerate decision making. Data analysis using AI can streamline and increase company productivity so as to encourage higher revenue and also increase brand loyalty.

Various innovative ways to help business recovery, especially in this pandemic, make companies have to be able to focus on creating competitive advantages and also following technological developments. Artificial Intelligence continues to be developed to design better products and services so that they can influence the future of the industry. Companies need to be able to keep up with emerging trends and find ways to leverage AI-powered solutions to scale their business. Contact to find out how VADS Indonesia can help your company business with AI, Machine Learning, Security Solutions, and Automation services.


Check Out 5 Customer Experience Trends in 2021!

Posted On 19 Jan 2021

Currently, companies must be able to place their customers as a top priority in a business. When a company puts its customer experience as a top priority, its customers will feel heard and the company will benefit and also win the hearts of its customers. The key to success in getting consumers' attention is not only the quality of the products and services provided but also the easy interaction process and attracting customers is also the most important thing. This can increase consumer loyalty and also an indicator that the company is growing. The following are customer experience trends that can be applied as a strategy to improve the company's customer service:

1. Digital Transformation
In keeping with this digital transformation, companies must be able to adopt a centralized strategy by placing personal messages at the core to adapt to changing consumer behavior. Using digital channels will make customers have a better experience. At least 70% of the relationships between companies and customers are happening digitally and potentially more after nearly a year of the pandemic. With this pandemic, remote work such as cloud-based and digital services is increasingly being implemented as a rapid response to customer needs. In 2021, digital transformation initiatives must be implemented immediately. The key is to digitally map the contact center and customer experience.

2. Service is more important than price and quality
Based on a report from Conversocial's State of Customer Experience Trends 2020, it was found that 25% of consumers value CX with good quality, not much different from choosing product quality by 29% and even beating consumers who consider price by 22%. This predicts that the customer experience will be the difference between the company and its competitors in 2021.

3. Real-Time
In 2021, real-time insights will be key in determining a good customer experience strategy. Information that is presented in real-time can provide input to the company about customers, help companies understand their needs, solve problems, and also optimize the company's customer experience. That is why Real-Time Interaction Management will become one of the most important trends in 2021 as companies gain further insights to identify customers, investigate their needs, and provide products and services according to customer needs.

4. Artificial Intelligence
Zendesk found that 67% of customers preferred their interactions to be completed with a perfectly designed bot to human interactions. However, companies can use bots that are equipped with Artificial Intelligence technology which is of course also equipped with human agents simultaneously (Human Augmented Bot) that work on a large scale to be more proactive in responding to messages from customers and be able to respond faster because of the use of automation without losing the ability to use the human sense of empathy that customer service will still need.
It's no secret that artificial intelligence or artificial intelligence can change the way companies interact with customers. The company is available 24/7 as well as on every customer's journey. Companies will use this technology a lot to unify customer data and provide a personalized customer experience that also results in higher conversion rates, better customer satisfaction, and increased customer loyalty.

5. Personalization
It's no surprise that 2021 will bring more focus to personalization in the customer experience area. Consumers have hopes for better personalization. Nowadays it is no longer possible for businesses to generalize the needs of their customers. Consumers are more aware of how they interact with companies so it is important to differentiate and personalize each customer without disturbing privacy. An example of personalization is using the customer's first name and greeting them so that the customer feels personalized to the communication. Not only that, to be able to create moments, companies must focus on customers as individuals and be able to predict their needs and be able to interact in real-time. 70% of customers buy based on how they feel treated by a company no longer in terms of price and convenience, so the company must have control over personalization and the technology used in the company's customer experience.

During its development, a company must always be updated on trends, especially in terms of customer experience so as not to be left behind and lose the loyalty of its customers. Companies that can understand their customers and take advantage of technological developments will get the opportunity to get closer to customers with more personal relationships, which will increase the number of customers and also the loyalty of their customers. Learn more and consult your company's customer experience service via now.




Check This, Contact Center Trends 2021!

Posted On 14 Jan 2021

In the last few months, customer service has been getting ready to receive a large number of callers. Many company customers need information, direction, convenience, convey obstacles, and also submit complaints about dissatisfaction with a product or service. Companies should renew their focus on improving their customer experience as well as making more efficient and cost-effective measures. The traditional use of contact centers will not be sufficient to enhance the company experience. Various ways are used are by outsourcing, intelligent automation using artificial intelligence, and also using cloud technology.

The following are contact center trends that your company can implement as the main strategy in 2021 to improve contact center operations in the future:

1. Using Outsourcing

Digital transformation is very fast being applied, especially in a pandemic like now. The way the company communicated with agents and customers was shaken. For companies that use outsourcing services, the company is flexible enough in adjusting the number of agents for additional customer service and other operational challenges.

2. Using the BCP (Business Continuity Plan) Solution

The occurrence of disasters either due to humans or nature makes the company need a lot of support and manpower, especially in serving customers. The use of remote options and flexible employee models helps contact centers stay ready for any conditions, including emergencies during difficult times.

3. Prioritize Digital Use

Digital transformation such as automation, artificial intelligence, cloud-based systems is a necessity for contact centers. Companies must realize the important benefits of prioritizing using digital media to implement fast solutions in serving customers, especially in times of crisis such as this pandemic which makes transactions and communications through the medium and not face to face directly. Currently, AI has developed rapidly and will continue to develop. The contact center must be able to take advantage of these functions, for example, such as analyzing customer sentiment and also providing relevant and real-time suggestions. This can save contact center costs but can increase employee productivity which will have an impact on customer satisfaction through a combination of agent performance and technology.

4. Improve Customer Experience services independently

Companies must be able to support urgent needs needed by their customers such as providing Smart IVR services, providing Online FAQs, and automated chatbots to provide knowledge and information to customers as general questions. So that contact center agents can pay more attention to more complex questions or problems. So customers can quickly get information without having to get them to call or call through a voice line. Going forward, the contact center must also provide an omnichannel with human support. So that when the customer has used the customer experience independently, the customer can easily change channels if they want to contact the contact center agent if the problem has not been answered.

5. Don't forget the security aspect

Various technological innovations enable remote work using private networks such as VPNs, cloud, and other third parties that can be used at a contact center. However, the contact center must be able to strengthen the system and better security. The use of two-factor authentication is safer than relying solely on passwords as security for your company data.

6. Design the updated training for contact center agents

Contact center agents are the most important part of a company because they help serve their customers and also communicate directly with customers. So, training for contact center agents is needed to create a good contact center. Companies must rethink what technology is used today, changes in customer behavior, and also updates the company's services and products so that contact center agents are always updated in their use of technology and information.

7. Use of a cloud contact center

With the Covid-19 pandemic and social restrictions, companies must be able to use the cloud to be able to continue their business as usual, one of which is customer service which allows agents to interact with consumers wherever they are. Cloud computing allows companies to access software on the internet as a service so that customer service staff can complete their tasks wherever they are. In addition, the use of the cloud can also connect with other business systems such as CRM, ERP, and others.

8. Use of social media

Social media platforms have become a necessary contact from both the corporate side and the customer side. Contact centers using social media provide a convenient way to communicate between companies and their customers. Contact centers through social media continue to increase and can also reach wider customers. Companies can use chatbots or take advantage of artificial intelligence to respond to questions on social media such as WhatsApp, Line, Twitter, Facebook, and Instagram. Social media is also an effective platform for communication because it can communicate both ways between customers and companies. Customers can post their reviews and experiences on social media.

Those are some of the 2021 contact center innovation ideas that your company can implement to keep your business competitive in the pandemic and new normal era like today. Following the contact center trend above is expected to meet your customers' expectations for a better experience for the next generation contact center.

Discuss your contact center needs with VADS Indonesia, Business Process Outsourcing (BPO) in the contact center, and customer experience with professional call center management services that can enhance your company's customer support. Contact for your company's contact center which aims to improve contact center services and optimize your company's contact center services.



Outsourcing Trends in 2021

Posted On 12 Jan 2021

Outsourcing employs a team or a third party company to perform the services required by the company. The activities carried out by outsourcing include various positions and functions such as customer service support, hardware and software development, design, finance, or HR provision services. Outsourcing can be done to cut company operating costs, lower overall labor costs, and also in technology investment. Other benefits of outsourcing are as follows:

- Have a better and productive performance
- Companies can focus more on their core business
- Have wider access to employee skills and expertise
- Can increase the company's business
- Can reach markets and consumers faster
- Has superior infrastructure and is cheaper

A new outsourcing trend has emerged with the focus shifting from the low budget aspect to best practice and other important matters. According to an article from Morph Networks, two years ago the global outsourcing market was close to 100 billion marks. The outsourcing industry has huge advantages and is growing. This shows that the number of outsourcing demand continues to increase and it is predicted that by 2021, the outsourcing industry will develop in a new direction and will get more attention around the world with better improvements, more technological advances, productivity, and flexibility. Plus, when remote work has become normal because of the Covid-19 pandemic. It is assumed that after the pandemic, some businesses will continue to do remote work for efficiency and productivity. The company will consider the safest, cost-effective way for the company's development and growth, and keep the company moving forward.

This pandemic has drastically affected changes in our lifestyle, business, and also how we work. It also paves the way for businesses to continue to innovate and meet changing consumer behavior. The following is a prediction of 2021 BPO trends:

1. Knowledge process outsourcing
This type of outsourcing deals with specialized knowledge and problem-solving such as consulting, research, development, analysis, data interpretation, and technical analysis. Companies wishing to expand their insight can use this KPO to meet company requirements at a cost that can be adjusted by the company

2. Automation of robotic processes and AI
Artificial intelligence in outsourcing, as well as other technologies, will continue to improve especially for automated systems as it can help manage workloads effectively and improve enterprise services.

3. Using social media as customer service
The use of social media which increasingly reaches many people makes companies have to use social media as one of their customer services so that they can interact with their customers wherever and whenever they interact with the company so as to create a good customer experience and increase customer satisfaction.

4. Improved staff skills
The automation process will take over tasks that are done repeatedly and the focus of the workers will be more specialized. By using outsourcing, companies can improve and expand the services that the company provides. Staff or employees can also improve specific skills by using outsourcing because it can focus on the skills to be upgraded.

5. Cloud computing 
Cloud computing is a necessity for many industries and provides companies with broad access to services such as storage and processing output. 2020 has demonstrated that it is necessary to build cloud computing services, cybersecurity, and also automate business functions. Outsourcing can offer IT infrastructure to companies such as servers, storage, and networking. Not only as a safe storage of personal and company data and information, but it can improve systems and processes that will increase business efficiency.

In 2021, the demand for customer experience will increase. Companies must continue to come up with new tactics and solutions to provide the best customer service. As customer expectations increase, companies should be able to invest in building a good customer support team. Reflecting on the year 2020 when there was a pandemic that hit the whole world, proves how customer service can save companies. When the entire country is under lockdown, the company cannot deliver products quickly and also various other obstacles, but the good customer experience in the past can keep customers supporting the company. With customer service being the center of attention, in the future BPOs will be asked to provide services such as customer journey mapping, benchmarking services, mystery shopping, smart reporting and insight management, real-time omnichannel experience through social media, email, and voice.

2020 is proving to be a challenging year. Even though the BPO industry has survived and succeeded in growing, there is still a long way to go to recover if there are losses. By 2021, the BPO industry will be better prepared to provide solutions to the business world in times of crisis. As more and more businesses reduce traditional practices and embrace new technologies, the BPO industry must do the same to continue serving clients and revolutionizing business processes.

Dedicating your company's customer support services to a reliable outsourcing company is one of the outsourcing trends of 2021. Business services outsourcing will help companies to bring positive results with advances in technology and automation that will help process and better communication. One of them is an Artificial Intelligence solution that can contribute to your company growing faster, serving better customers, and being more productive.

Like many others, the outsourcing industry has begun to adapt its services to accommodate changing technology and the needs of the evolving business landscape. Despite these interesting changes, best practices when working with outsourcing partners remain rooted in the values ​​of transparency, integrity, and communication.

VADS Indonesia is a Business Process Outsourcing in the field of contact center and customer experience with professional call center management services that can enhance your company's customer support. Immediately contact for consultation regarding the outsourcing of your company's contact center.



Check out the Social Media Trends You Need to Know!

Posted On 07 Jan 2021

The COVID-19 pandemic has restricted people from gathering and meeting in large numbers. There is a shift in activities from offline to online, one of which is the use of social media. If your company manages social media accounts, surely you will feel that it is time for you to use social media more intensively to serve the needs of customers and audiences appropriately and efficiently. Some of these are trends that are expected to be used especially in terms of social media in 2021:

1. Social Commerce
In 2021, competition among marketers will use a wider range of social media advertisements to connect their products and services to customers. Customers can make new purchases in posts, via stories, and also streaming. Based on a survey conducted by Hootsuite, 73% of respondents indicated that increasing new customer acquisition is the most important goal of corporate social media use. So it is important to establish a sales strategy through company social media.

2. Live Streaming will become New Normal
The COVID-19 pandemic situation requires everyone to be able to use and be familiar with their daily online activities. Even though the pandemic is expected to improve in 2021, live streaming will still be there. Customers are used to interacting with brands online and in real-time. They can see the products and experience the services provided by the company without leaving their home. Currently, more and more customer service is carried out with live streaming and video calls, such as opening a bank account that was never thought of before.

3. Growing Augmented Reality
Currently, the adoption of Augmented Reality or AR has been developed in several major platforms such as Snapgram and Instagram. It is used to enhance the visual content shared on social media. This technology has begun to be utilized and continues to be developed. Currently not limited to photo filters and interesting posts and stories, companies can also take advantage of this AR to provide a better shopping experience to their customers. This trend will continue to be encouraged to expand on social media platforms to add more usable AR functions.

4. Social Media as Customer Service
Social media is now a retail, product discovery, and customer service platform. Many companies have started using social media as a platform for providing customer service. This behavior begins when many customers try to reach the company through social media because they may not be responsive through other channels so a more direct way to reach the company is through contact via social media.

5. Increasing Digital Disinformation
Many people rely on social media as a source of news, but this is potentially dangerous. Talkwalker in his research said that digital disinformation on social media has continued to increase since February 2020, especially regarding the COVID-19 pandemic and more and more people are accessing social media, thus creating opportunities for the spread of fake news. In addition to misinformation, there are also articles on growing conspiracy theories. Various social media platforms have measures in place to combat the spread of misinformation such as providing warning labels. Control of digital disinformation will continue to increase until 2021.

6. Increasing Community on Social Media
Although the community on social media is not new, it will still be more popular than the previous year. Social media communities are basically social groups created by companies or brands to provide a networking platform for their customers. These are usually private groups that like-minded people can join to talk about their common interests. Companies or brands can also leverage their social media communities to launch new products, seek feedback from customers, and gain valuable customer insights.

Whether your company wants to change your social media strategy or just keep up with social media trends, some of these trends can be considered to help you and your company understand how your customers engage with social media. Social media trends will continue to evolve. Companies must keep making sure that they are following the latest social media trends so that your company can be one step ahead of the business competition. Contact to discuss the use of social media as customer service in your company.



5 Security Trends to Watch in 2021

Posted On 05 Jan 2021

Technology always has a growing trend. Behind these developments, security is a major concern, especially in technology and information companies. These are the things that must be in the consideration and strategy of your company in 2021 in terms of information security:

1. New Normal for Security Architecture
Companies should refocus on adjusting company security guidelines for longer-lasting changes and how companies can operate even with remote workers or employees working from home. With the transition to the new normal changes, security will get a greater focus of attention, especially regarding remote work and other long-term changes that impact the company. The role of security architects is becoming more and more needed because of the growing need for hybrid and multi-cloud clouds so that they not only provide platforms and cloud but also emphasize security.

2. Automation is Needed in Prioritizing Security
Companies are constantly looking for methods to innovate and build software at a faster pace. To secure jobs done quickly, enterprise organizations will pursue integration and automation of cybersecurity system workflows. Various cybersecurity securities will be functionally integrated to identify attacks with automated workflows.

3. Ransomware: Bigger, Cruel, and Smarter
Cybercriminals will be increasingly opportunistic, especially with the pandemic that has made organizations more vulnerable, so that 2020 was the year that more and more companies were exposed to ransomware attacks. Attackers today are getting smarter at changing tactics to increase the stakes on their victims. Such as improving their encryption system making it more difficult to crack. The attackers are currently stealing sensitive data and threatening to release it if the ransom is not paid immediately. The increased threat pressure and tactics to complicate the recovery of encrypted data will make ransomware a lucrative business route for cybercriminals by 2021 and the biggest threat to any company. It is important for companies to ensure they are following the development of best practices to reduce their risk of getting ransomware in the coming year.

4. Worldwide Implementation of 5G
We live in an increasingly cloud-based world in terms of data transfer, storage, and SAAS. All industrial sectors will have the opportunity to switch to 5G data management technology. This technology will definitely make life easier and will open the door to the emergence of new cyber threats. Hackers will have the ability to infect data packets or carry out corporate espionage without realizing it. A much higher level of security and monitoring will be required once 5G becomes the standard form of cloud-based data transfer and communication.

5. Use of Multi-Factor Authentications will Evolve
In terms of authentication, Multi-Factor Authentication must be applied considering how the threat actor bypasses the methods used to authenticate especially those made via SMS and phone calls. It is important for companies to consider security through Multi-Factor Authentication. (Check how Blockchain Secure Authentications can help secure your company data)

Investing in cybersecurity is a top priority for companies in 2021. While data breaches have recently been heard of and are rife with regards to PIN theft and authentication, there are a number of proactive steps companies can take to reduce and prevent cyber attacks.

VADS Indonesia is here to help provide a tailored plan to meet your company's needs, especially in terms of information security and privacy of your customers, one of which is the Blockchain Secure Authentication solution. Contact now and consult your business with experts.




Omnichannel to Maximize Your Customer Experience

Posted On 29 Dec 2020

Technology is growing rapidly and increasingly influencing human life and making people dependent on relying on technology for everyday life, including work. Technology is continuously developing with more and more innovative discoveries in helping human life and work. One technology that can be seen at this time is the number of people who shop online without having to come to a physical store, plus the corona pandemic which makes people more limited to coming directly and avoiding crowds. People buy things using only their cell phones and also with the help of the internet. Therefore, the existence of customer experience is one of the most important aspects of running a company's business to serve customers who are already using multi-channel to meet their needs. However, in an era of increasingly developing technology, the world of customer experience has started to recognize the term omnichannel which is increasingly popular.

What is an Omnichannel?

Omnichannel is a development of multichannel with a wider range and also real-time. Omni comes from the word Omnis which means everything so omnichannel is a business model that uses all channels to prioritize the customer experience. Omnichannel integrates and controls all parts of the business into one system.

The difference between Omnichannel and Multichannel

Some of the differences between omnichannel and multichannel are:


  • Mutually integrated
  • Focus on customer journey through many channels
  • Consistently deliver messages through any channel
  • Engage data to build a customer journey


  • Not integrated
  • Take advantage of the channel as much as possible
  • Take advantage of multiple channels to ensure the business is there
  • Consider more of the channels where customers are located

Omnichannel Benefits

The use of omnichannel is of course to increase the comfort and convenience of the company's customer experience. Customers can also make transactions or get information from various channels both online and offline. Omnichannel is more efficient because the entire customer experience and involvement across all channels used by the customer can be integrated into one system. Omnichannel can help companies improve their customer journey.

Omnichannel can combine all channels both online and offline which can make it easier for your customers to get information as well as for companies to get information and process data obtained from customers. In addition, companies can better integrate their business because of an omnichannel focus on integrated interactions.

In starting an omnichannel, a company must understand the customer journey of the company's customers to make a good impression on customers. In addition, the company must be able to choose the right technology according to the needs and choices of each company's customers and also to market the products and services provided by the company. After that, the company must be able to integrate all the technologies used by the company with the aim of improving the shopping experience of its customers. For more information about omnichannel to optimize your company's customer experience by contacting


Maximum Benefits of Using a Human Augmented Bot

Posted On 17 Dec 2020

The use of Artificial Intelligence in customer service is increasingly being used because of its function which greatly helps human tasks and can also increase productivity. Artificial Intelligence does not completely replace conventional customer service but becomes a compliment that can be integrated between machines and humans to create more optimal productivity. AI can simplify the process and streamline time in solving problems experienced by customers, and contact center agents can help solve more complex customer problems. So that the use of artificial intelligence which is equipped with contact center agents or other terms is a human augmented bot, will increase the productivity and efficiency of the company's customer service. The following are the benefits of using a human augmented bot, including:

1. Provide customer insight
Customer service using human augmented bots will get insights about customers through AI which provides relevant data, insights, and suggestions to contact center agents who interact directly with customers so that the love center agents can respond to customers quickly and precisely without the need to access large amounts of data. very much.

2. Improve the quality of contact center agents
AI via chatbot or voice bot will serve customers by handling customer inquiries at the beginning, which are usually simple and easy to understand requests. If there are complex questions, the bot immediately redirects to the contact center agent through an automatic customer service process flow, so that the contact center agent can be more productive and solutions or problems experienced by customers can be quickly resolved.

3. Save budget
In today's digital era, companies must be able to prioritize customers by providing good service. Using a hybrid model such as a human augmented bot can meet growing customer demands while still improving customer service functionality with more accurate, faster, and data analysis. Using a human augmented bot allows a higher volume of interactions without adding more human labor and will reduce the average cost per interaction so as to save on the company's budget without reducing the quality of the company's customer service.

4. Increase customer satisfaction
Using a human augmented bot solution in customer service can reduce the risk of customers being disappointed by interacting with a chatbot or voice bot, which most likely only results in the usual customer experience because it cannot help solutions or more complex problems, by combining AI and contact center agents. , the customer will feel satisfied because the chatbot responds quickly and continues to solve the complex problem with the help of a contact center agent.

Human augmented bots contribute to improving your company's customer service. The service is able to support 24/7 so that it can respond to customers quickly and whenever customers call. Convinced of the various benefits of a human augmented bot but confused about where to start? Please contact for consultation on human augmented bots to improve your company's customer service.

VADS Indonesia presents a human augmented bot service that serves various companies in various channels. VADS Indonesia knows and ensures that customers have a support experience using a human augmented bot that can increase the productivity and efficiency of your company's customer service. Contact us, and we'll demonstrate how a human augmented bot can improve your customer service support efforts.


Chatbot vs Voicebot

Posted On 15 Dec 2020

Chatbot and voice bot both have a very important role for companies, especially in communicating with customers. Communication made by chatbot and voice bot can be done at any time and customers can feel satisfied because they communicate easily and comfortably to the company. Currently, the use of chatbots and voice bots is a technology trend that is developing rapidly lately. Based on a report from on the CZentrix website in 2018, 40% of respondents surveyed said that they chat with chatbots every day, another report shows that 64% of internet users say 24-hour service is the best feature of a chatbot. Both of these solutions have their advantages and disadvantages. Let's review each of them about chatbot and voice bot.

What is a Chatbot?
Chatbots are artificial intelligence software that can have conversations with customers in human language using text messages. The artificial intelligence in it ensures that the experience that the chatbot gives in communicating is closer to that of having a conversation with a human. Chatbots can be integrated easily on various messaging application sites such as Facebook, Twitter, WhatsApp, Live Chat, and others.

What are the benefits of Chatbot?
Chatbots have an important role in interacting with customers. Various other advantages that chatbots have include:
- 24/7 standby: chatbots can save you a lot of time because of their fast response and are always ready whenever customers ask for information and ask for help.
- Increased customer satisfaction: because customer support is fast and the chatbot can respond around the clock, customers will be very helpful in meeting their needs so that customers will be more satisfied because they can be helped by customer service at any time.
- Assisting contact center agents: the chatbot can easily take over the usual and repetitive tasks of an agent. This can streamline your company's business and also save costs because chatbots can help contact center agents in handling common questions during peak hours so that contact center agents will focus on more complex customer problems.

What is Voicebot?
Voicebot is a voice channel based on artificial intelligence and natural language understanding to communicate with customers by means of audio. The AI ​​technology in it can help voice bot to identify keywords in a conversation and deduce the best response for dialogue and then the text to speech (TTS) engine then converts the response into audio to complete the interaction. Voice bots are trained to complete entire conversations with a response process similar to how humans interact. Voicebot can be integrated into various service tools such as IVR, chatbot, self-service, and others.

What are the benefits of Voicebot?
Voicebot has various advantages that can help human work, especially in customer service, as follows:
- Using voice: voice bot will issue voice as a mode of communication to customers. Customers will feel heard about their complaints and questions because they use their voice so that customers will find it easier to convey their concerns or questions.
- Can be integrated: Voicebot can be easily integrated with various services such as CRM or other devices so that it can be used for sales or to support campaigns conducted by the company.

Voicebot can also be used for authentication. Industries that require important authentication such as banking and insurance are very important and are a necessity in providing proper authentication. Voicebot can be trained to understand the frequency in authenticating callers such as mentioning phone numbers, personal IDs, and other authentication.

VADS Indonesia can help your company to provide Smart Outreach (stand-alone bot), both chatbot and voice bot. VADS Indonesia can also help your company to be more optimal in providing services to customers by providing Human Augmented Bot solutions, namely chatbots and voice bots equipped with contact center agents to complete your company's customer service. Immediately contact for discussion and consultation regarding the right solution to improve your company's customer service to be more optimal and more productive and more efficient.


Human Augmented Bot, Innovative Solution to Increase Productivity of Your Contact Center

Posted On 10 Dec 2020

Technological development is one of the things that is needed in customer service. The customer service industry really makes technology one of the tools to meet the needs of its customers. One way is by utilizing Artificial Intelligence (AI) technology. AI technology that is often used in serving customers is by using chatbots. Chatbots are virtual robots with artificial intelligence that can serve conversations quickly and anytime 24/7. This computer program is designed to be able to respond to conversations with customers via text. This chatbot feature can be used by companies to serve customers because of its function that can respond quickly and whenever customers ask for information and the problems they are experiencing.

Artificial intelligence continues to be developed to maximize its useful use in helping human work. After the development of chatbots that can help in serving customers, various technology companies developed chatbots not only based on text but also began to expand by voice or what is known as voice bot. Voicebot is an artificial intelligence-powered software that helps callers communicate like an interactive voice system (IVR) that can respond naturally. Callers or customers do not need to listen to the menu and press buttons on the keypad in accordance with the direction of the IVR, but customers talk directly to the IVR in a simple systemized call simulation with direct operators.

Voicebot uses recorded and text-to-speech responses to answer customer questions. Voicebot's job is to help direct what the customer wants in an effective response by using machine learning to increase his capacity and also to improve service to customers. Examples of popular voice bots include Amazon Poly, Siri, Cortana, Alexa, IBM Watson, and also Google Assistant.

Both chatbots and voice bots can help companies improve their customer service because they can operate 24/7 so that whenever a customer calls they will always be assisted by a chatbot or voice bot. However, currently, both of them are limited to only being able to answer recurring questions and questions that are commonly asked by everyday customers. For more complex questions and problems, a customer service agent is needed as a complement in solving the problems experienced by your customers. A chatbot or voice bot solution that is equipped with a customer service agent as a complement to customer service is called a Human Augmented Bot.

Hybrid development, Human Augmented Bot is a combination of humans and machines developed to perform functions that are more optimal and productive. Chatbots and voice bots in customer service that have AI systems do have the advantage of being faster in responding than interacting with humans. Robots are better at processing data, looking for patterns, performing repetitive tasks, and viewing records or customer journeys in seconds. However, on the other hand, there must be humans who provide customer data processing and also interact with customers in terms of more complex problems and dealing with certain subjects. This Human Augmented Bot will make the company provide better customer service and of course at a lower cost.

Human augmented bots make customer service fast, efficient, and can be integrated with systems owned by the company. The combination of digital channels, automation, AI, and human engagement makes human augmented bots a breakthrough to improve company services in communicating with customers.

Chatbot and voicebox technology will continue to be developed because this technology is a technology that facilitates human work in various industries, especially in the field of customer service. Improve your company's customer service with the Human Augmented Bot provided by VADS Indonesia. VADS Indonesia will help your company develop a live chat in a hybrid manner, follow up, and also bill through human augmented bots that can be used in various channels such as WhatsApp, Line, Facebook, Twitter, and Telegram. Contact for further discussion and consultation regarding improving your company's customer service to make it more productive and efficient.


Smart Outreach, Innovative Solutions to Improve Your Business

Posted On 08 Dec 2020

Artificial Intelligence technology is growing, its use is increasingly widespread in various fields. The intelligence possessed by Artificial Intelligence is indeed very helpful for human work to be faster and more efficient. The many needs and uses that make it easier for humans to make Artificial Intelligence technology continue to be developed to make human work easier. One of the areas that take advantage of this Artificial Intelligence is in customer service.

Several companies have used AI in their customer service systems for the reason that it is easier and cheaper and can serve customers anytime and anywhere. One such technology is to use chatbots or smart chat assistants to serve their customers. A survey conducted by Business Insider said that 80% of companies use chatbots in 2020. Chatbots are generally used to serve customers and conduct campaigns for companies. Interaction with chatbots now doesn't feel like talking to robots, but chatbots are starting to get to know Indonesian and the everyday language used so that customers are more comfortable using chatbots. Innovation does not stop there, Artificial Intelligence continues to be developed. Research conducted by Gartner predicts that 70% of all interactions with customers will use machine learning, chatbots, and mobile messaging by 2022. This shows that Artificial Intelligence continues to be developed to make it easier for companies to interact with their customers. One of them is the presence of a voice bot or smart outreach.

Understanding Smart Outreach

Smart outreach is artificial intelligence-enabled software that helps callers communicate like an interactive voice system (IVR) that can respond naturally. Callers or customers do not need to listen to the menu and press buttons on the keypad according to the direction of the IVR, but customers talk directly to the IVR in a simple systemized call simulation with direct operators. Smart Outreach uses recorded and text-to-speech responses to answer customer questions.

This technology is being further enhanced to be able to respond in Indonesian so that interacting with customers can be more personal and it doesn't feel like customers are communicating with robots. Smart Outreach's job is to help direct what the customer wants in an effective response by using machine learning to increase his capacity and also to improve service to customers.

Smart Outreach benefits

Smart Outreach can be used by companies to improve customer experience and customer loyalty to the company. The various benefits and functions that can be utilized from Smart Outreach are as follows:

1. Survey
Smart outreach can be used by companies to conduct surveys of corporate customers. The survey will later be used by the company to improve its services and products so that they can provide services and products according to customer needs.

2. Customer Service
Smart Outreach really helps companies in serving customers, for example by inserting FAQs in the smart outreach, so that it will help customer service agents to answer repeated questions from customers more easily and quickly and also customers can find solutions with self-service.

3. Sales and Marketing
Smart Outreach can be used to get leads and data that can later be used for sales. In addition, Smart Outreach can also be used to make meeting arrangements with clients.

4. Reminder
Smart Outreach can be used by companies to provide reminders to customers related to billing, payments, and other reminders related to bills.

5. Data Verification
Smart Outreach can also be used by companies to perform data verification to update their customer data and can also be used to verify customer data who want to upgrade services.

In some cases, smart outreach will be a big thing in customer service because of its easy use, responsiveness, and personalization. Smart Outreach will be a customer service support tool that companies are in high demand for. VADS Indonesia provides smart outreach with only 5 working days setting for basic setup in implementing smart outreach as a feature to improve your customer service with the following benefits:

- Automatically recognizes Indonesian and other local languages through machine learning
- Flexibility in terms of duration
- Quick settings and can be integrated with other systems or your own
- Available for various channels
- Can be integrated with agents with a human augmented bot (hybrid)

Kindly contact for consultation and product demonstrations to find out more about the use of smart outreach to improve your business and customer experience.


What is Voicebot?

Posted On 04 Dec 2020

Today's technological advances are growing very rapidly and affect our way of life differently. Based on this, today's customers are also very demanding and require fast and personal service to meet their needs and answer the required questions. For that, the company must provide the best service to maintain and improve its business so that it is not abandoned by its customers.

Customers are often irritated by lengthy IVR systems and often fail to provide directions and provide targeted contacts. Based on research listed on the Genesys website in 2018, it was noted that 83% of customers will avoid the intended company after experiencing a bad experience with IVR. Meanwhile, updating the IVR system takes a long time and is also expensive. One solution that can be used to deal with this problem is to use a voice bot.

Understanding Voicebot

Voicebot is an artificial intelligence-powered software that helps callers communicate like an interactive voice system (IVR) that can respond naturally. Callers or customers do not need to listen to the menu and press buttons on the keypad in accordance with the direction of the IVR, but customers talk directly to the IVR in a simple systemized call simulation with direct operators.

Voicebot uses recorded and text-to-speech responses to answer customer questions. Voicebot's job is to help direct what the customer wants in an effective response by using machine learning to increase his capacity and also to improve service to customers. Examples of popular voice bots include Amazon Poly, Siri, Cortana, Alexa, IBM Watson, and also Google Assistant.

Benefits of Voicebot

The use of voice bot continues to increase, especially its accuracy, and more services are added to meet customer needs. Voicebot has Speech to Text (STT) and Text to Speech (TTS) technology. Voicebot can also be used for Voice Assistant, Outbound Reminder, News Reading, IOT Voice Technology, and Voice E-books. Selin the benefits of using voice bot including:

1. Real-time
Voicebot will process the speech as soon as the customer starts talking over the phone. Voicebot also prepares instant responses and responses as soon as the customer stops talking, which helps with fast times and reduces lags that are too long.

2. Efficiency
Voicebot will respond according to what customers say so that customers are more satisfied because their voices are heard. Customers need reminders, transactions, appointments, and more that are done with ordinary human interaction. By using Voicebot, this is easy to do and increases efficiency in terms of process and budget.

3. Improve operations
Voicebot can help customer service improve operations by handling multiple customers and operating without limits. Voicebot can help businesses save money while improving their company's customer service and being able to handle all customer inquiries.

4. 24/7
Voicebot can help customers respond as quickly as possible and is also available 24/7. So that by using Voicebot, companies can be assisted in serving customers responsively and whenever the customer contacts the company.

5. Data integration
By using voice bot, companies will get information easily and it is also integrated with all databases and systems owned by the company so that each customer's customer journey can be seen. This can be used by companies to see trends and data related to customer needs so that the company can provide products and services according to the needs of its customers.

In some cases, voice bot will be a big thing in customer service because of its easy use, responsiveness, and also personalization. Voicebot will be a customer service support tool that companies are in high demand for. VADS Indonesia can help your company to implement voice bot as a feature to improve your customer service. Contact for consultation and product demos to find out more about the use of voice bot to improve your company's customer experience.

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