How do you think customers feel when they have to repeat their address for the 100th time when ordering food from their favourite restaurant/fast food chain? In fact, How do YOU feel when you have to repeat your address every time you want to order food?
Text to speech is not a new technology, we’ve used TTS for accessibility, education, telecoms and other industry verticals, however, we’ve never really thought about how it can be used in F&B & Delivery, to illustrate how I believe TTS will revolutionize the F&B Industry, I’ve built a list of pretty reasonable assumptions.
Put these assumptions in mind
Average Call Time: 3-4 MinutesOrdering for 2 hungry people who usually order in
Let put these assumptions to play – Ok, Ready, Set, Go!
You called to order food an agent answers, minute 1 of the call begins, the agent greets you nicely or doesn’t. Asks you to confirm your delivery address or asks you to repeat your address all together, getting into minute 2 of the call, it’s finally time to make your order, “I want a cheeseburger combo large, but I don’t want pickles and I want the happy meal, and two extra large fries with cheesy sauce” – you actually made this same order last week and the week before for Friday order-in day with your son. At this point your around minute 3 of your order, assuming that you didn’t make any side talk or that your agent heard everything you said. Minute 4 arrives, at this point the agent is now confirming your order and saying goodbye.
In a perfect world the steps I mentioned above should go very smoothly, but we all know it’s not a perfect world. Why don’t you just automate this whole process or at least parts of it?
Text to speech technology will allow you to automate parts of the conversation that you couldn’t have automated before such as greeting your customer by his or her name or confirming unique addresses. The nature of conversations like these is very dynamic as customer names change and addresses change, automating conversations like this would mean you would have to record over 50,000 unique names and I can’t even begin to estimate how many unique addresses making automation of such a call close to impossible. Integrating text to speech with your IVR will allow you to communicate dynamic information to your customers effortlessly.
Hold up, why should I automate this process?
1. Improve Customer Experience
Leave a smile on your customer’s face by offering them a quicker and easier ordering By streamlining and personalizing the ordering process you can drastically improve the customer experience.
2. Shorten Call Durations
Eliminate repetitive tasks such as confirming customer names and addresses therefore making call duration shorter.
3. Quality Control & Consistency
Greet your customers and confirm their addresses automatically using a uniform two-step approach providing consistency across all incoming calls.
4. Reduce Operational Costs & Improve Agent Utilization
By automating parts of the ordering process, more agents will be able to focus on the customer’s actual order and not on the administrative and time consuming tasks associated with the call, allowing you to better utilize your agents.
Implement this in your contact center now, just contact us here.
Using the scenario above these are the kinds of TTS-based serviceyou can offer over your IVR:
Personalized Greeting
Nūn can pronounce Arabic names just like a native speaker. Everybody loves hearing his or her own name. Addressing someone by name creates a trigger in that person’s brain that says, “I’m being spoken to on an individual level”. With Personalized conversations, customers are greeted by name automatically.
Repeat Last Order
Repeat Last Order is an automated service that reads out a customer’s last order and gives the customer the option to automatically select it. This option saves time for the customer and if selected fully automates the whole call.
Automated Address Confirmation
Customers will be able to automatically hear their address and confirm it with a click of a button before ordering their food. By Automating this process you can make this process uniform across all customer calls.
Real Time Offers
Share dynamic offers and promotions with your customers instantly. Be it right before transferring a call to the agent or while customer waits in queue.
Nūn’s text to speech engine gives you the flexibility of saying anything you want to your customers effortlessly. This is because of the solution’s ability to read out dynamic data, such as your customer’s names and addresses. Nūn ن’s Arabic Text-to-Speech Engine solves many of the common problems associated with understanding the complexity of the Arabic language. For this reason, Nūn ن is able to pronounce complex arabic words, phrases and names just like a human native Arabic speaker.
Contact us to hear a demo of nūn live for your industry.
Source: IST Blogs
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