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Smart Outreach, Innovative Solutions to Improve Your Business

08 December 2020

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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.

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