Why Voice AI changes CX
I’ve talked about the significance of Voice channel before:
CCW reports that over 80% of customers still prefer voice-based human support. Customer service needs to be quick and efficient.
64.4% of inbound interactions are voice calls (live agent) 🔥 Whopping 84% in the public sector 😲
89% of customers want the reassurance of talking to a person
25% CX leaders think the voice channel will "greatly increase" in 2024 📈
35% CX leaders will invest more in the Voice channel in 2024
However long wait times, poor quality, language barriers and repetitive questions frustrate both customers and agents. Modernizing CX with voice AI is crucial for solving these pain points.
Challenges today
Though customers prefer voice over other channels, it’s not without its flaws. There are three main pain points:
Long wait times
Repetitions
Poor audio quality
Poorly trained agents
Accents and language barriers
These problems lead to misunderstandings, repeated information, and customer dissatisfaction. For businesses, this means more time spent on each call and higher operational costs.
So why does voice still win?
Even though voice has multiple challenges, customers still prefer it when the problem they have meets one of the following criteria:
Complex, OR
Emotional and Complex, OR
Emotional and Complex and Urgent
Voice AI will fix all this
I have no doubt, Voice AI will solve all these challenges.
I strongly believe that the impact of Voice AI will be very significant on voice channel.
We’ll dive into all of this live at Krisp Fullband 2024 on Sep 25th.
Tune in to unpack 10 months of insights from CX leaders, groundbreaking research and more.
