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How Voice API for IVR Can Create More Inclusive Customer Services?

Updated: May 27

Bridging the Gap between performance & impact in customer service including all voices!

Service Client Inclusif et Multilingue

The adoption of voice APIs understanding dialects in customer relationship centers symbolizes a true revolution in the field of customer service. These artificial intelligence systems, capable of capturing requests in any language/dialect, not only streamline operations but are also a crucial vector for providing inclusive customer service and increasing customer satisfaction. Thanks to advanced analytical analysis, CX directors can personalize interactions with customers, ensuring relevant responses and an enriched user experience. Furthermore, these technologies improve accessibility and understanding for a diverse range of clients, including those who might be marginalized by traditional communication methods.

Linguistic and Cultural Accessibility

In the current context, where globalization and digital connectivity are bridging distances, customer services are facing unprecedented challenges in linguistic and cultural communication. For a globalized company, offering consistent and inclusive customer service across different regions is a complex task.

Customer Satisfaction for Expatriates

For example, an English-speaking or Asian consumer who has recently moved to France or does not speak the language fluently might find it difficult to access effective customer service if it is available only in French. Traditional chatbots, often limited to scripted responses and a restricted number of languages, sometimes fail to adequately meet the needs of a diverse clientele.

In this context, the integration of a Voice API represents a significant advancement. These intelligent systems, capable of understanding multiple languages and dialects, enable companies to overcome linguistic barriers. For instance, a voice system programmed to recognize and respond in Spanish, French, Mandarin, and other major languages, can ensure that clients feel valued and understood, regardless of their linguistic background. This multilingual capability is particularly crucial for international companies seeking to offer personalized and inclusive customer service worldwide.

Access to Services for Dialect Speakers

In many regions of the world, local dialects take precedence over official or international languages. Individuals who speak only these dialects may feel excluded from standard customer services, which primarily focus on more widely spoken languages. Voice solutions, with their ability to recognize and adapt to a variety of dialects, offer a solution. They can be programmed to understand specific linguistic variants, making customer services accessible to a broader population. For example, a Voice system can be designed to understand and route directly the customer through the IVR system toward the right service, in Moroccan Darija or Maltese, thus facilitating access to services for speakers of these languages increasing at the same time satisfaction.

Assistance for Illiterate Individuals

Multilingual voice solutions are also a boon for illiterate individuals or those with reading and writing difficulties. For these individuals, navigating a website, reading FAQs, or communicating in writing with customer service can be a daunting, if not impossible, task. Voice solutions enable these clients to express their needs and receive responses orally, a form of communication that is much more accessible and comfortable for them. This opens the door to a multitude of services that would otherwise be inaccessible, such as online shopping, accessing bank account information, or seeking help for service issues.

« By removing physical barriers to communication, multilingual voice solutions ensure that all customers, regardless of their abilities, can enjoy a smooth and satisfactory customer service experience. »

Assistance for Individuals with Physical Disabilities

In a world where accessibility has become a major issue, voice solutions prove to be invaluable tools, especially for individuals with physical disabilities, including those with visual impairments or other handicaps. Voice tools offer a practical alternative to traditional interactions that often require the use of devices or physical interfaces, posing particular challenges for these groups. With the integration of multilingual voice APIs, these clients can now access services simply by voice, without depending on manual interaction. It offers them increased autonomy and unimpeded access to necessary services.

Inclusion for Visually Impaired Individuals

For visually impaired or blind individuals, voice solution transform the experience of using mobile banking applications or e-commerce sites. For instance, a visually impaired user could ask a voicebot to read product details, assist in finalizing a purchase, or navigate account options. This ability to interact vocally makes these services much more accessible, eliminating barriers imposed by visual interfaces.

In the e-commerce sector, where customer service is often limited to online chat or email, voice solutions can significantly improve the customer experience. Consider a customer facing an issue with an online order. The customer can simply describe the problem to a voicebot, which can initiate procedures for an exchange or refund, or even provide instant information on the order status.

A Revolution for Individuals with Manual Disabilities in Customer Services

The integration of voice APIs into customer services represents a significant advancement, especially for individuals suffering from manual disabilities. For these individuals, daily tasks that many consider simple, such as navigating a website or using a mobile app, can prove challenging. Voicebots, with their ability to understand and respond vocally, open up a world of possibilities for these users, allowing them to access services with unprecedented ease.

For example, an individual with a manual disability might find it difficult to type on a keyboard or manipulate a mouse. In a customer service context, this can make interacting with chat interfaces or online forms challenging. Voicebots eliminate the need for manual interaction, enabling customers to communicate their requests and receive responses simply by speaking. This is particularly useful for actions such as online shopping, obtaining product or service information, or addressing issues related to an order or customer account.

Moreover, in scenarios where customer service is limited to business hours or depends on agent availability, voicebots offer a 24/7 accessible alternative. This means that individuals with manual disabilities can receive help at any time, without having to wait for an agent to be available or adapt to opening hours.

In summary, Voice solutions in customer services not only offer greater autonomy for individuals with manual disabilities; they also represent a step towards a more inclusive and equitable customer service. By removing physical barriers to communication, voicebots ensure that all customers, regardless of their abilities, can enjoy a smooth and satisfactory customer service experience.

Personalizing Service for Each Customer

At the heart of the effectiveness of multilingual voice solutions lies their ability to personalize the customer experience. Through advanced analytical analysis, these systems learn from previous interactions and adapt to individual user preferences. This personalization goes beyond simple voice recognition; it involves understanding the context of customer queries, their purchase history, and even their mood, to offer a truly tailored experience. For example, a voicebot can remind a customer of previous purchases and suggest complementary products, or adjust its tone and approach based on the sentiment detected in the customer's voice.

Support for the Elderly

The inclusivity offered by voice solutions is particularly relevant for elderly individuals. Often intimidated by the complexity of modern technologies, these customers find voice interactions necessary. Vocal interactions simplify access to services, allowing them to ask questions and receive responses naturally and comfortably. For instance, a voicebot can guide an elderly person through the online ordering process, answer their questions about a product, or assist them in navigating a website, all in a gentle and patient manner, tailored to their pace and communication style.

Conclusion: More Inclusive Customer Service Thanks to Voice solutions?

The integration of Voice APIs into customer relationship centers is a step forward towards a more inclusive, personalized, and accessible service. These artificial intelligence systems not only improve efficiency and reduce costs; they play a fundamental role in creating a rewarding, respectful, and tailored customer experience for each individual. With their ability to break down linguistic and physical barriers, and offer unmatched personalization, voice solutions position themselves as indispensable tools for any customer service that aims to effectively and equitably meet the diverse needs of its clientele.

However, it is important to recognize the current limitations of these technologies. Although Voice systems have made enormous progress in terms of recognizing and processing natural language, they are not always able to fully grasp the subtleties and nuances of all languages and dialects. For example, strong regional accents or local jargon can sometimes lead to misunderstandings. Additionally, programming voicebots to respond in a culturally appropriate manner remains a challenge, particularly regarding non-verbal aspects of communication, such as intonation and rhythm, which vary considerably from one culture to another.

Despite these challenges, the multilingual capability of voice APis is extremely beneficial for international companies seeking to offer consistent and personalized customer service worldwide. As they continue to evolve and adapt, voicebots can become an even more powerful tool for overcoming linguistic and cultural barriers, offering a truly inclusive and global customer experience.

Discover how ToumAI Analytics is revolutionizing these aspects with its multilingual approach and the advanced performance of its learning Voice API powered by Generative AI!

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