CIOREVIEW >> Enterprise Architecture >>

NLX Launches Voice Compass to Deliver Voice-Guided Customer Journeys

By CIOReview | Thursday, December 17, 2020

NLX is launching Voice Compass, an application that leverages Conversational AI to deliver voice-guided customer journeys that empower customers to complete routine tasks without having to talk to a real person.

FREMONT, CA: With forecasts suggesting that by 2024, the number of digital voice assistants will reach 8.4 billion units. New technology has been released this week that makes it seamless and more cost-effective for organizations to create voice-guided assistance for customers, mitigating the need for a high percentage having to hold online to speak to a human customer service agent.

Voice Compass, a purpose-built SaaS application that uses the Conversational AI platform from tech specialists NLX, offers voice-guided, self-paced customer journeys - known as Voice Compass Journeys - that empower customers to complete routine tasks without having to talk to a real person through the channels that are most familiar to them. Voice Compass Journeys are offered through the web page, SMS Text, chat, mobile phone, email, voice, and other popular channels that are extensively used.

The advantages for customers include immediate availability, so not having to wait in call queues or having to navigate complex menus. It allows users to control the pace of the call themselves with voice guidance, creating a personalized experience that is developed with user-centric content and preferences. It is also highly interactive, with every step tailored to get the customer closer to the completion of their task. Compass takes users beyond what has been possible up to now by creating a frictionless customer self-service option that offers customers a live agent feel without the wait time.

Voice journeys already available include allowing travelers to manage flight disruptions over the phone without needing live agent assistance, changing or making hotel or restaurant reservations, replacing passwords, and requesting replacement credit cards. Each can be seamlessly branded for the client organization. The system can be used internally within organizations for onboarding, training, and internal IT help desks. A library of journey templates is being generated, which firms can use as starter templates, branded or customized to meet client needs.

Voice Compass can be integrated with third-party applications like CRM systems or Contact Centers. Integrations are in place to CRM systems like Salesforce, HubSpot CRM, and Zendesk Sell, with more added each quarter.  It can also combine with websites and mobile applications, as well as hardware devices such as IoT hardware.