Virtual Telphone Agent | The future of Customer Conversations

Virtual Telephone Agents are the future of the way businesses interacting with their customers to answer queries, solve customer problems and provide high-quality customer service. It reduces a lot of operating costs for businesses and ensures that the quality of service is provided without any need for monitoring or extensive training to employees. Instead, business owners and managers can spend a lot of their time working to improve their businesses. 

What is a Virtual Telephone Agent:

A Virtual Agent is a computer-generated voice assistant that can interact with customers using Natural Language dialog flow and it has the ability to answer customer questions and answer back with the right response. Voicy.AI has mastered this by adapting technologies like Artificial Intelligence, Machine Learning, and Natural Language Understanding. 

How does it work? 

Here is an example of a virtual agent interacting with a passenger traveling to the airport to catch a flight.You have a flight to catch at the LAX in another hour. You are on your way to the airport and you are running late as usual. You don’t know which parking lot you need to enter to be closest to your terminal. You take your mobile phone and ask the question “ which parking lot is closer to terminal 3 ? ” and a voice responded saying “ parking lot 4 is the closest to terminal 3 and it is 65% full at the moment”. You also get a pop up on your mobile which says “Directions to parking lot 3 at the LAX”. That voice you heard was not a customer service agent from the airport but your very own personal assistant for the airport. To be more specific it is an in-app voice assistant of the airport provided to help its travelers.

An in-app voice assistant is a software that can perform tasks or services for an individual. Voice assistant apps can simulate a discussion with the user to deliver voice or text-based engagement on any web application/mobile interface. These voice-activated assistants are sometimes called chat-bots because their goal is to quicken the actions you already take on your smartphone or other digital devices.

“ Voice-activated assistant is a natural dialog platform that automates natural language conversations and, in turn, cuts down on the cost of customer engagement and represents a more efficient business solution ” explains Jagadish Nomula, Founder & CTO, Voicy.AI.

It suits businesses that come with all types and sizes and can answer any number of calls simultaneously and the best part is, it does not need any type of hardware to install or changes in the current system. Many retail businesses like Spa, Salons, Restaurants and other small businesses are taking advantage of this system and improving their customer service and help in better engaging their customers.

Here is an example of a customer making conversation with a virtual telephone agent and placing an order for a restaurant.

In this scenario, the customer calls the restaurant and makes a conversation with a virtual telephone agent and places an order for delivery. As soon as the order is confirmed the customer receives a message confirming the order details along with the order id and items. The restaurant receives the order directly generated inside the POS system along with an email consisting of the details of the order.

Write to us at info@voicy.ai and we will be glad to assist you in transforming your business using virtual telephone and conversational agents with a free trial for your business to take advantage of the powerful technology. 

Sign-Up with Google: https://www.voicy.ai/sms-marketing/

Install from QuickBooks app store : http://apps.intuit.com/smsagent

Install from Clover  app market : http://www.clover.com/appmarket/apps/VXAPP798TJ388

Install from Yext app Directory : http://voicy.info/dialog/yext/authorize

Install from Weebly app center : https://www.weebly.com/es/app-center/sms-marketing-bot

Install from Hubspot app marketplace : https://ecosystem.hubspot.com/marketplace/apps/marketing/lead-generation/myhubspotapp-204588

Install from constant contact app store :https://voicy.info/dialog/constantcontact/authorize

April 21, 2020 Uncategorized No comments yet

Guide to the United States SMS Messaging Compliance | Voicy.AI

If you are planning to run your first SMS marketing campaign, it is great news but are you compliant according to the CTIA and TCPA. All businesses running SMS Marketing campaigns in the US region have to be compliant with and follow the rules and regulations of CTIA and TCPA.

What is SMS Compliance?

SMS Compliance is simply to protect consumers from not receiving any unwanted messages they do not want to receive. It provides the guidelines and best practices to marketers on knowing who, how and when to message consumers in the United States. 

Sending a message will not only lead to putting your business in legal risks but also damage your brand reputation and customer experience. 

But do not worry, Voicy is here to help you understand how to be compliant with your customers and ensure you can still engage with your customers using SMS, as it is the easiest and best way to reach out to your customers with an open rate of more than 96%.

Voicy.AI is only advising best practices and advice of being SMS compliant, but the legal rules might vary depending on every business and scenario. To be compliant with legal frames like TCPA, we advise seeking guidance from your legal counsel to seek how CTIA and TCPA guidelines apply to your business and organization.

What is CTIA?

CTIA is a trade association representing the wireless communication industry in the United States. It enforces SMS best practices and legal guidelines and checks SMS Marketing programs to protect consumers from not receiving any irrelevant messages that they do not wish to receive. All though CTIA guidelines aren’t official laws, they have the power to stop or shut down non-compliant SMS programs.

What is TCPA? 

The Telephone Consumer Protection Act (TCPA) regulates telemarketing calls, text messages, auto dialed and pre-recorded calls, etc. The TCPA operates under federal law which means you can get into legal trouble if you do not follow its guidelines. 

SMS Compliance guidelines:

If you are here to run your first SMS Campaign, do not worry it’s not very complicated to follow the guidelines and best practices but it is mandatory. Text messages have a high open-rate, large reach and its the best way of reaching out to your customers. 

Opt-in Mechanisms: 

The most important practice of SMS Marketing is providing the option for consumers to choose what messages they want to receive. Take consent and send a message confirmation when they choose to opt-in. The confirmation messages must include business name, information, and the number of messages being sent every month, instructions to opt-out and help. 

You do not want to send messages to people who do not want to receive, it will only lead to poor customer experience.

Honoring Opt-outs: 

You need to always respect those people who do not want to receive any more messages from your business and provide the option for them to opt-out of your SMS marketing program anytime. Once they have chosen to no longer receive messages from your business. You need to send a confirmation message with the details of the business name, program details that they have opted out. 

Understanding what can be sent & what cannot be:

The CTIA has set certain rules and best practices for text marketing. One of those rules is SHAFT – sex, hate, alcohol, firearms, and tobacco. Including content in any one of these topics in your messages is considered one of the highest violations and can result in a ban. 

There a few exceptions to this rule for businesses like bars, cigar stores, etc. But you need to operate a dedicated toll-free number and ensure anyone below age 21 is not enrolled for the text messages.

This guide provides best practices and examples to be compliant. But please note that there might be additional regulatory requirements and best practices depending on your use case and industry. You need to consult your legal counsel to ensure your use case is compliant with all applicable laws and frameworks.

For additional information and guidelines, you cant visit the official TCPA and CTIA website. 

Text messaging is one of the most effective ways to reach out to your customers and as long as you followed the rules and regulations of TCPA after your customers have legally opted in for your messages you will not have any issues.

If you need any assistance in running your first campaign, you can contact us at info@voicy.ai and our team will help you with it and set up a free 14-day trial account of our Two Way SMS Marketing solution for your business. 

Sign-Up with Google: https://www.voicy.ai/sms-marketing/

Take advantage of the Two Way Text Messaging service by installing it on our Integration Partners below:

Install from QuickBooks app store : http://apps.intuit.com/smsagent

Install from Clover  app market : http://www.clover.com/appmarket/apps/VXAPP798TJ388

Install from Yext app Directory : http://voicy.info/dialog/yext/authorize

Install from Weebly app center : https://www.weebly.com/es/app-center/sms-marketing-bot

Install from Hubspot app marketplace : https://ecosystem.hubspot.com/marketplace/apps/marketing/lead-generation/myhubspotapp-204588

Install from constant contact app store :https://voicy.info/dialog/constantcontact/authorize

April 15, 2020 Uncategorized 1 comment

Celebrate Good Friday during this Lockdown with Two Way SMS

Good Friday is a crucial day of the year, it has been celebrated vastly across the country ever since. With the lockdown this year due to the novel coronavirus, people have to spend their good Friday at their homes. 

Businesses often usually celebrate good Friday with special menus, offers, and events as many shoppers come across the streets to fulfill their needs.

As a  lot of restaurants, spa and salons and many businesses closed down due to the lockdown, it is still very important to stay in touch with your customers and ensure you build your brand and ensure your presence and be ready to serve them as soon as the situation settles.

Two Way SMS is the right medium to stay in touch with your customers during this Pandemic. It has more than a 96% open rate and most of the text messages are seen under 3 minutes of the delivery time. 

Here are a few ways to stay in touch with your customers this Good Friday amid Lockdown

Greet your customers with Safety Information:

Send Good Friday greeting using text messages and also ensure you ask your customers to stay safe at their homes at all times. This will create an emotional connection with your business and helps in improving customer loyalty and brand recall. 

Send Promotions and generate orders via text, If you are selling online:

If you are running essential business-like medical stores, food delivery, and groceries delivery, etc. SMS is the perfect way to let your customers know that you are still safely delivering and you can also generate orders using the Two Way SMS Marketing. 

Send useful information about your business:

A lot of your customers might have the confusion of whether or not your business is open or closed during this lockdown. Send them information using text messages. Include the safety measures you are following if you are open and still serving your services. 

This Good Friday, keep in touch with your customers using Two Way SMS Marketing and ensure you and your customers are protected.

Voicy.AI is offering a 14-day free trial for their Two Way SMS Marketing solution for a limited period. Write to us now at info@voicy.ai 

Sign-Up with Google: https://www.voicy.ai/sms-marketing/

Take advantage of the Two Way Text Messaging service by installing it on our Integration Partners below:

Install from QuickBooks app store : http://apps.intuit.com/smsagent

Install from Clover  app market : http://www.clover.com/appmarket/apps/VXAPP798TJ388

Install from Yext app Directory : http://voicy.info/dialog/yext/authorize

Install from Weebly app center : https://www.weebly.com/es/app-center/sms-marketing-bot

Install from Hubspot app marketplace : https://ecosystem.hubspot.com/marketplace/apps/marketing/lead-generation/myhubspotapp-204588

Install from constant contact app store :https://voicy.info/dialog/constantcontact/authorize

April 9, 2020 Uncategorized 1 comment
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