Fixed Ops Magazine - 2021 Vol18 03 - 21

entiating factor in market competition, market retention
and customer loyalty. Your new and retained customers
will call your service department 20 times for every 1 call
to your sales department. Data from processing millions
of phone calls indicates that more than 30% of inbound
phone calls to service departments fail - whether they
are either abandoned on hold, misrouted, or missed altogether.
Further research tells us that more than 75% of
calls to service departments are general FAQs or routine
and non-technical requests that add up to an average of
3 hours of time spent per employee per day.
Whether calls are routed to the service drive or to specialized
agents, challenges remain with both. The most
significant drivers of connectivity fail points for the BDC
are staffing gaps and high call volume from customer
follow-up calls as well as status checks. Service Advisors
are regularly met with the lose-lose scenario of ringing
phones and customers in the drive simultaneously demanding
their attention. When a customer cannot connect
with a business, 68% move on in search of a better
experience. Revenues are lost and brand perception is
tarnished. But there is a light at the end of the tunnel.
Conversational AI that powers a Digital Voice Assistant
helps to mitigate these difficulties. With the integration
of advanced Conversational AI technologies, the Digital
Voice Assistant interacts like a human and has the capability
to grasp a conversation and engage in dialogue
with the customer. Digital Voice Assistants do not follow
a script because they have built-in conversational
capabilities. This means they can interact with callers
and still provide an experience in line with customer
expectations while freeing up humans to work on value
building tasks.
THE ADOPTION OF DIGITAL VOICE
ASSISTANT TECHNOLOGY
Voice technology has already become widely adopted
across many industries, with Speechmatics reporting
an 18% increase in 2020 alone. Many industries, including
automotive, struggled to pivot their existing operations
to meet the demands of a digital-first world when
the pandemic hit. They experienced significant gaps in
workflows from lack of automation and voice technology
strategies. Service departments and their contact
centers were examples of the industries experiencing
the most challenges as managers suddenly found themselves
functioning in a remote world and supporting
employees who were fielding unprecedented customer
issues and concerns.
Conversely, a study from SPEECHMATICS revealed that
adoption of Digital Voice Assistants had a substantial
positive impact on the customer experience during
COVID-19. At that time, consumers sought levels of contactless
interactions second only to web-conferencing
technology. The impact is expected to accelerate in 2021
as the technology continues to evolve. Leading dealers
will explore how Digital Voice Assistants can provide a
consistent caller experience while eliminating mundane
" I'm convinced 2021 will be the
year of the domain specialist
assistant and ultimately better
forms of conversational
service journey. "
-DAVID LOW,
PRINCIPAL CONSULTANT,
WARACLE
MAY JUNE 2021
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Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03
