In The Future of Voice AI series of interviews, I ask three questions to my guests:
- What problems do you currently see in Enterprise Voice AI?
- How does your company solve these problems?
- What solutions do you envision in the next 5 years?This episode’s guest is Shep Hyken, CX Expert & NYT bestselling author.
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author of eight books and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
Shep is a renowned motivational speaker and consultant, specializing in customer service and customer experience, helping companies transform their cultures to focus on superior customer service and sales.
Recap Video
Takeaways
Shep conducts consumer-based research to fuel his work and tell the industry what it needs to be thinking about.
Shep believes the biggest challenge in Voice AI is consumer trust and comfort.
63% of consumers are unsure about trusting AI, but don’t realize they’re interacting with it in their daily lives.
Positive AI experiences build trust, but one bad experience can make people skeptical for a long time.
Transparency in Voice AI interactions helps consumers feel more comfortable and trusting.
AI bots should detect frustration and seamlessly transfer customers to live agents to improve service.
AI needs to anticipate customer needs and provide predictive insights to enhance customer service.
Despite Voice AI investments, many companies are still adding employees rather than replacing them.
Shep thinks it will be at least five years before AI starts replacing human agents.
The adoption of digital, bot-led self-service varies by generation, with younger people more open to it.
There needs to be a balance between human interaction and digital support for optimal customer experience.
Is it AI or a Person? | Shep Hyken (CX Expert and NYT bestselling author)