starteleThe world’s largest companies are developing their customer engagement strategies with the metaverse in mind. In a few years, having an Instagram page may become commonplace, much like companies have metaverse goals. And it’s worth preparing.
For enterprise carriers supporting global contact centers, metaverse has the potential to become the new frontier of customer service, support, and user experience. For example, instead of keeping customers’ call on hold, companies can direct them to a metaverse space and “move” them to the most appropriate customer service representative based on their enquiry for open and free discussion. An AI-controlled avatar that can speak any language and is available 24/7. Human agents can help solve the most complex problems, working with a set of AI avatars to support a single customer.
Also, would you like to explore a virtual world and experience something more interesting than music on hold? With a little imagination, the prospect is appealing to both businesses and consumers, but how does such a future come about? And how do you redeploy your contact center into the metaverse? This guide will show you how to step into the metaverse with conversational AI and systems that telcos are already using.
startelelogic already features omnichannel-support on the platform that is imperative for modern customer experience.
The platform enables several communication channels to a multi-channel on the CX Platform; also they are interconnected which means interoperability across all vehicles is already maintained.
Enterprises using omnichannel engagement techniques retain 90% of their customers. The end users appreciate the ability to seamlessly transition from a physical storefront to online orders, social media, and email. A successful metaverse customer experience will allow customers to move easily from traditional business to other spaces within the metaverse.
While an open, connected super universe doesn’t exist yet, the success of Free Fire and Fortnite with younger audiences highlights huge space for virtual worlds with their own economies.
Imagine you put on a VR headset and step into the super universe. You can go to your bank and chat with the support team represented by the hologram. The hologram team can guide you through product details or can even guide you to a digital demo.
Customers don’t have to write a long email or wait in line. Instead, they get an immersive experience that captures their full attention which is not possible in a purely digital and physical world.
Using augmented reality, studies show that the amount of information stored in memory is 70-75% higher than in non-visual equivalents such as calls or emails. Contact centers can begin to deliver experiences that are unmatched in the real world.
Enterprise CX platform with Metaverse
Unlike other contact centers, users will not have to call text or approach Omni channels, they could get their query resolved while they are having fun in the metaverse, Whenever a user raises a query, He/She would get a VID (Virtual Id ) a location in the metaverse, like planet Earth or a Society named as Contact Center, their user can explore, enjoy and even earn meantime he/her query is getting resolved. They will be allotted a house/apartment building as per his query, his room will have calendars indicating scheduled appointment dates, music could be played for calls with the agent, or join another user who is also in the same queue, unlike the old solo experience of traditional contact center. Also users may interact and get information on genuine real-time feedback of others about their products and services.
Users may open shops in the contact center and sell/buy their NFTs (non-fungible tokens) and use them in their own metaverse.
Also, they may participate in the Virtual campaigns organized by various MNCs and get rewarded for their stay and time. This will be exciting and stimulating for the young user base as well as mid-aged people as they can spend time with their kids in the metaverse.
Contact Center can benefit from cost savings
Instead of owning a physical building, employees can be equipped with helmets to enter the metaverse. While this may force new policies on health and safety, privacy, ethics, and the potential for “virtual addiction”, at first glance there will be more benefits than challenges.
A truly fully connected super universe may be decades away, but in the next few years, everyone will likely be a part of it in some way. While Facebook, Microsoft, and Epic Games continue to spend huge investments and resources to create metadata. Virtual worlds are part of the future.
Millions of young people have entered virtual worlds like FreeFire or Fortnite, which means the next generation will be comfortable with technology. As such, they will want companies to meet them there. Contact centers that plan for a diverse customer experience today will gain the upper hand in the future as current young audiences turn into mainstream customers.
Ultimately, it’s virtually impossible to say when the metaverse will reach this point, but we know it’s on the way. If your customers decide to go there, you must be ready to serve them and give them the rich experience they demand. Having the ability to create something truly amazing and accessible to everyone, no matter who or where they are.
GOALS
- Turning young audiences into mainstream customers
- A customer-centric approach to CAI (Computer-Aided Instruction)
Metaverse iteration created by Facebook, Microsoft, or Amazon would work without the implementation and widespread use of conversational AI.
Also, given the lack of implementation of CAI (Computer-Aided Instruction) in many contact centers, a lot of work is needed to achieve a high level of service when customers visit the virtual room. It seems that it will be.
But it’s a problem well-recognized by the largest metaverse players, with billions of dollars pouring into developing next-generation conversational solutions.
But without a conversational AI strategy that takes a holistic approach to customer service, the carrier faces an insurmountable challenge of creating an AI-driven avatar of her that interacts with the customer.
For example, if the contact center already has an IVR and the customer provides data that can be used to optimize the solution, then there already exists a system for building avatars.
Customer-specific contact flows are important to metaverse agent development.
You should be able to answer a variety of questions and provide accurate and helpful guidance.
Additionally, virtual agents that appear visible in a virtual space may require significantly improved levels of communication over telephone conversational AI solutions. Try to find out if the agent is human.
If your contact center is already equipped with conversational AI and the right technology and strategies are prioritized, you already have a backend system built to support virtual agents, which is a huge advantage for deploying to the metaverse.
However, a contact center is not a meta-ready if the contact center does not take a customer-centric approach to its CAI (Computer-Aided Instruction) and submits applications to get a return on investment for the solution.
Setting up the System/Environment
- InterPlanetary File System
- VR-enabled web browsers, but web browsers already do support video/audio streaming (WebRTC) and VR and AR (WebXR)
- Creating/Designing the MetaVerse as per the services of Contact Centre with NFTs and other Web 3.0 functionalities.
Umesh Pande