Nov 21, 2023
7 min read
With the advancements in technologies like machine learning and speech recognition, it is important to eliminate barriers in customer journeys to ensure a pleasant customer experience (CX). One such barrier is the language barrier. However, businesses can overcome this by providing Indian language support.
Indian language support is essentially providing Indian customers support in multiple languages so they can easily communicate with a brand in a language they are comfortable with. 93% of customers make repeat purchases with brands that offer excellent customer service. Providing Indian language customer support can play a pivotal role in creating long-term relationships as it can be a big differentiator in the overall customer experience. This is more relevant in a country like India with 22 official languages.
When we think of personalization, we always think of tailored solutions like product suggestions. The two things businesses overlook yet they are critical to personalization are language and customer experience. Multilingual voice bots check the boxes on both. By harnessing the capabilities of a multilingual voice bot businesses can engage customers in a language they are most comfortable with. Before we dive deep into why a multilingual voice bot must be integrated into your website, let’s understand what a voice bot is.
What is a voice bot?
A voice bot, also known as a voice assistant or conversational agent, is a software application designed to interact with customers using spoken language. It leverages Natural Language Processing (NLP) and speech recognition technologies to understand and respond to customer voice commands or queries.
Multilingual voice bots interact with customers in different spoken languages. A multilingual voice bot can provide your website with a plethora of benefits. Let’s have a look at 5 of them below.
Build Your Own Customized Voice Bot
Hi, I’m Alexa, Siri, Cortona…
With new voice bots popping up, it’s no surprise that businesses are looking to add their own customized voice bot to their repository. But not every voice bot can fit into your industry-specific solutions for customer satisfaction. Here are the steps you need to follow to build your own purpose-driven voice bot.
Step 1: Define use cases and objectives
Will your voice bot help with customer support? Or will it assist in information retrieval or order processing? Define clear use cases and objectives of what your voice bot will accomplish for your business before planning to build one.
Step 2: Understand your audience
Analyze your target audience to understand their preferences and communication styles. Consider factors such as language proficiency and technological familiarity. Different demographics have different communication styles, some may like direct answers to queries, and some may like a conversational tone. This will help in designing the voice bot’s dialogues and responses to resonate effectively.
Step 3: Select the right technology
Next, select the platform or framework that best suits your purpose. Google’s Dialogflow or Microsoft’s Azure Bot Service are popular choices. You can also go with custom solutions with programming languages. Or you can select Reverie’s multilingual voice bot solution where you can build your own Indian language voice bot with no added expertise or coding knowledge.
Step 4: Design the conversational flow
Consider the different paths or actions the user can take to have a conversation with your voice bot and design the conversational flow accordingly. For example, consider a user interacting with a voice bot on the home screen of a travel app to check flight timings. The voice bot needs to give accurate information regarding the timings of every flight. Next, the voice bot needs to engage the user in information such as available classes, seat selection, and payments. This way each flow of conversation needs to be mapped out.
Step 5: Train and test your voice bot
Use your existing data sets such as support tickets to train the voice bot to understand the user intent and different queries that the customer is prone to ask. Implement Natural Language Processing (NLP) to train the bot to understand various phrases the customers mostly use.
As with any software product, you need to test your voice bot. Have your voice bot converse with real humans to see if it can really help them. Consider these two scenarios: Have a graceful reply to solve the query directly or a frictionless fallback to a human agent.
Step 6: Deploy, maintain and scale
Once you are satisfied with the performance of your voice bot, deploy it to your preferred platform. Make sure the voice bot is integrated smoothly into your technology infrastructure. Once deployed, the lifecycle of the voice bot doesn’t end there. Keep checking the data and refine your answers to keep the customers happy. Also, consider scalability factors to accommodate increased usage and ensure a smooth experience for users as the demand grows.
5 Reasons Your Website Needs A Multilingual Voice Bot
With the ability to comprehend and respond in multiple languages, voice bots create a more inclusive and personalized user experience. This Indian language support ensures businesses connect authentically with diverse audiences, enhancing user trust and loyalty. Combined with Natural Language Processing (NLP), voice bots help users engage with your website in their native language in a conversational manner. The higher engagement levels brought about by the instant familiarity with the user’s native language leads to more time spent in communicating which in turn drives traffic and business to your website from speakers of different languages.
Accessibility for All
If you are committed to reaching a wider audience, then integrating multilingual voice bots into your website should be your strategy. By providing a voice interface that communicates in multiple languages, you give your customers an opportunity to interact in a language they are comfortable with which helps them better understand your products and services.
Capturing Local Market Opportunities
By the end of 2023, India is projected to have 1.6 billion internet users. By incorporating a multilingual voice bot, your website becomes better equipped to cater to specific regional preferences. This not only aids in expanding your user base but also positions your brand as one that understands and respects the cultural and linguistic diversity of the Indian market. Providing a better customer experience with a multilingual voice bot in more than one language can help you reach new markets and fill needs you didn’t even know existed.
Hiring human agents who speak multiple languages is both time-consuming, costly and an ongoing activity. Integrating a multilingual voice bot into your website is a simple and cost-effective solution for handling customer queries within local markets. For example, integrating a voice bot with a translation API feature in your website is cheaper than expanding your customer support team to include bilingual or Indian language support agents. A single multilingual voice bot can handle several languages and toggle between them based on the customer’s needs. This will help you not only save time and money but also increase your budget for other projects within your business.
With countless websites available for users in India, not many of them have multilingual voice bot features. As more businesses recognize the value of accommodating diverse linguistic preferences in their websites, integrating a multilingual voice bot sets your website apart providing a seamless customer experience. It increases your chances of pulling a targeted group of customers as compared to your competitors who don’t have an infrastructure of multilingual voice bots integrated into their online systems. Multilingual voice bots help you boost both cross-border sales and customer experience, keeping your business one step ahead of your competitors.
Reverie’s Multilingual Voice Bots
In summary, a multilingual voice bot is not just a feature; it’s a strategic investment in the future of your website. It breaks down language barriers, enhances user experience, taps into local markets, boosts engagement, and keeps your brand competitive in an ever-evolving digital landscape.
Reverie’s Multilingual Voice Bots communicate in all official Indian languages with our speech-to-text and text-to-speech APIs providing real-time, natural-sounding voice, enhancing your customer experience.
Benefits of Reverie’s Multilingual Voice Bots
- Build your own Indian language voice bots.
- No added expertise required – Build no code, low code bots.
- Benefit from pre-trained existing templates and models for specific industries.
- Pre and post-deployment support.
- Natural human-sounding voice bots.
- Communicates in all officially recognized Indian languages.
- Generate business insights for better customer service.
Grab this opportunity to improve your customer experience (CX) by providing accessibility for native-language-speaking customers through a multilingual voice bot.