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Diving brief:
- Voice AI can help contact centers unlocking their potential, Nicole Kyle, CMP director of CMP Research said on Wednesday, during a KRISP webinar. The interest in automated customer support can be lagging behind live support, but it develops each year among the contact center chiefs.
- Although consumers are interested in automated vocal interactions, they are not expectations, which brings customers back to traditional self-service portals, according to Kyle.
- “Since the voice is the most popular channel, it follows that if you want to win great on automation, it is by offering an excellent experience of the voice AI,” said Kyle.
Diving insight:
Contact centers must shape their AI of automated voice to correspond to what customers want technology.
“Voice technology is improving, and there is an opportunity and there is a demand to capture, but it really depends on the quality of this experience to bring consumers to change their behavior,” said Kyle.
According to Kyle, around 3% of consumers quote in interaction with a conversational voice agent as their preference for self-service, but this number could be higher if the voice has met consumer expectations, according to Kyle. Libre -service portals are the most popular option, followed by IVR – a preference born of habit.
According to Kyle, a good first step to deploy vocal AI technology is to find the subset of customers who prefer call-based customer service and are also open to automated self-service, according to Kyle. Companies can connect these customers to their Voch IA option, rather than trying to move everyone on a new path.
Managers must also ensure that they are also investing in the right technology. The AI of the conversational voice does not necessarily mean generative AI, and managers should invest in a solution that makes sense for their needs.
“Depending on the maturity of your contact center, and depending on the appetite of your own customers, sometimes a really very excellent conversational AI tool is all you need for the moment,” said Kyle.
Some companies adopt Voice AI outside the contact center to improve their global customer experience. The red lobster has deployed a system of vocal automation at the system scale to manage its withdrawal orders, releasing workers while improving the leading service.
