Can artificial intelligence (AI) reshape the way organizations interact with their customers? It’s possible with voice recognition technology. One study in 2020 showed that voice is the preferred method for customers to reach an organization’s customer service team. In fact, 42% of consumers prefer phone calls.
However, 82 percent of consumers also expect an “immediate response” when they ask for support with a sales or marketing question. What’s more, 90 percent of these same consumers want or expect an immediate response when they have a customer service question.
Organizations can’t possibly have customer service representatives on call 24 hours a day, 7 days a week to make this happen. AI voice recognition is one technology that is helping serve customers in new ways and provide the quick service they have come to expect in our increasingly digital age.
But will AI voice recognition change the way companies serve their customers altogether?
About AI Voice Recognition & Customer Service
Artificial intelligence is reimagining many of our business operations. But what about voice recognition software? What can this technology do?
It may surprise you how accurate voice recognition is. Today’s voice recognition software is far more advanced than the frustrating voice recognition technology we used to struggle with on the phone, overenunciating every word and still failing to be understood.
Voice recognition is a type of technology that receives dictation and the spoken word and interprets these words to carry out certain commands. We are most familiar with voice recognition technology and AI with tools like Alexa, Siri, and Cortana.
Unlike the antiquated solutions that did more harm than good, these tools give us the power to interact with technology using only our voices. Now, AI voice technology is shaping the way we take on a whole range of tasks. These days, we have increasingly less time on our hands—and AI voice recognition can help.
Speech has been described as a great “equalizer,” as it’s not as dependent on education levels or command of grammar in the same way the written word is. Manual input and typing are slower compared to voice commands and related automations. Intelligently designed voice technology can take on so many different needs and provide people with a whole range of support. But what about AI voice recognition and customer service?
Voice Recognition and AI for Customer Support
AI voice recognition technology available to organizations and enterprises is designed to do many of the things Siri and Alexa can do, only on a much broader scale. It can ease some of the stressors we saw happen during the COVID-19 pandemic for example, with contact centers and customer service representatives who were stretched too thin.
These voice-based AI solutions can replace clients waiting on hold, navigating phone trees, and repeating the same information over and over. Not having to continually repeat information can help earn customer trust and improve their overall experience dramatically, especially when dealing with private or sensitive information. Additionally, AI for customer service can decrease wait times to get answers for many issues.
Voice-Based AI and the Customer Experience
CX can really benefit from these new technologies. Many organizations find that when they implement voice recognition AI, their customer needs are addressed faster and more wholly. Conversational AI bridges the gap between customers and businesses.
It all boils down to five simple words: “‘How can I help you?’ There’s something about hearing those words that give them a certain weight, whether it’s a live agent or a virtual one.” As Forbes explained, there’s not much that can replace the power of hearing a voice ask what they can do to resolve an issue.
Perhaps this is why call centers are a good fit for AI voice recognition. Voice is one of the most impactful ways to understand what consumers want and help them feel connected to an organization. AI-powered technology can offer custom-tailored voice analysis, collect historical data from each interaction, and provide more information to CXM tools and other CRM solutions to continuously improve the interactions between organizations and their contacts. It doesn’t replace human interaction altogether; it makes human interaction better and more straightforward.
These systems can address background noise, analyze accents and dialects, create transcripts, understand emotional states, and even securely integrate all this customer data with other systems. This is especially true with technologies like natural language processing, Click here to enter text.which is how smart solutions like Siri and Alexa can interpret and respond to both the spoken and written word. ChatGPT is one such tool that is changing the game in natural language processing, allowing platforms to bring AI even further into CX management with its dynamic conversational responses and ability to learn and recognize customer intent.
What Does This All Mean for the Future of CX?
Looking ahead, how will AI voice recognition software impact the customer experience? As Forbes shared, “Customer experience (CX) will be the big winner of the current voice tech bonanza. The faster and more completely customers’ needs are solved, the more positive the experience. Conversational AI is the bridging innovation to make it easiest for customers and businesses to communicate.”
Customer support AI can foster better collaboration between agents, tracking interactions and empowering better service. After all, AI technology is amazing, but it can’t replace human interaction, nor is it trying to!
AI voice recognition for customer support is designed to empower agents, minimize repetitive work, and deliver customers with a more seamless, positive experience to keep all agents in the loop. AI can also help agents find answers, offer responses faster, and provide responses on how agents can help, which means your team can handle requests quickly and accurately.
According to Forbes, “When humans and AI team up, customers and businesses will win.” Digital voice recognition software can free up agents to take on higher-level issues that might require more complex problem-solving skills, while AI tackles simpler customer service requests.
AI software can remove bottlenecks like hour-long holds and potentially even ease tense interactions between concerned customers and busy customer service representatives.
Your Partner in Creating Exceptional Customer Experiences
OvationCXM is committed to revolutionizing the entire customer experience. It’s important to remember that voice recognition is only one way to shape the customer experience. We’re helping our clients craft smarter, better customer experiences through the power of emerging technologies like artificial intelligence. We are leaning into AI advances like ChatGPT to dynamically turbocharge our platform and reduce support costs while elevating the customer experience.
Today, the customer experience is more important than ever before. Are you ready to rethink the way your clients and customers interact with your organization; to revolutionize your customer experience?
Talk to us today to discover the entire menu of offerings we have available to streamline the customer experience and make it better for everyone invovled. To learn more about how we utilize AI and our plans for ChatGPT, connect with our team today!
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