NLX Launches Voice Compass

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With forecasts suggesting that by 2024, the number of digital voice assistants will reach 8.4 billion units, NLX this week launched Voice Compass to help developers create voice-guided assistance for customers, reducing the need for a high percentage having to hold online to speak to a human customer service agent.

Voice Compass is a purpose-built cloud-based application that leverages NLX's conversational artificial intelligence platform to deliver voice-guided, self-paced customer journeys, known as Voice Compass Journeys, that empower customers to complete routine tasks without having to talk to an agent. Voice Compass Journeys are delivered through web page, SMS text, email, mobile phone, chat, voice, and other popular channels and enable users to control the pace of the call themselves with voice guidance, creating a personalized experience that is tailored with user-centric content and preferences.

"When a customer wants to complete a comparatively complex task, like replacing a password or upgrading a flight, almost all of those conversations currently end up with a human agent. But we know that more than 60 percent of customers would rather do self-service than wait and talk to a live agent," said NLX CEO Andrei Papancea, in a statement. "Voice Compass takes us beyond what has been possible up to now by creating a frictionless customer self-service option that gives customers a live agent feel without the wait time."

Voice journeys already enable consumers to manage flight disruptions over the phone; change or make hotel or restaurant reservations; replace passwords, and request replacement credit cards. Each can be branded and used internally within organizations for onboarding, training, and automating internal IT help desks. A library of journey templates is being created.

Voice Compass can also be integrated with third-party applications, like CRM or contact center systems. Integrations are already in place with CRM systems such as Salesforce, HubSpot, and Zendesk, as well as with websites, mobile applications, and hardware devices such as IoT hardware.

"Helpful, relevant, and timely information is the hallmark of great customer service. The Voice Compass Journey Assistant intelligently delivers quality information to customers wherever they are within their interactive task-oriented journey," Papancea said. "Customers feel best-informed and engaged when instructions are richly presented through viewing, listening, reading, writing, and doing. Voice Compass combines all four modes into a single customer journey for task completion."

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