Customer service today is very different from what it was five years ago. The sudden ascent of AI and shift in working patterns has meant that contact centers can integrate multiple modalities like chat, social, and messaging apps into their service operations to optimize not only the customer experience but the agent experience as well.
Yet, voice still plays the central role within this burgeoning channel mix.
Voice Is Critical: We’ll Always Need the Human Touch.
AT&T continues to see voice as a leading modality for customer communication. They understand that voice has a unique quality - the human touch - which is often more important than quantity.
“The nuances in speech can help relay critical information and understand the emotional state of customers, which is often lost in text or chat-based interactions,” says Michael.
That human-to-human reassurance is also critical for customers, who are also likely to perceive that picking up the phone is most likely to lead to a resolution.
AI Has Arrived, But Sentiment Is Key.
Another reason voice is such a critical part of excellent customer service is that agents can gauge the sentiment and intent of the customer. Windon explains:
“Knowing how to manage expectations results in happier agents, longer tenure, and happier customers.”
This is where the Intelligent Virtual Agent from Five9 makes its mark. It takes care of the higher volume and lower-value interactions to prevent agents from burnout.
Such lower-value interactions are usually status checks, appointment cancellations, or customers wanting to reschedule an appointment, for example.
Intelligent Voice In CX: The Next Big Thing
A highlight of the discussion was the emphasis on cutting-edge AI technologies – including GenAI - which offer a glimpse into the future of customer service voice conversations.
These technologies are advancing agent and customer outcomes across the channel.
First, consider the agent perspective. Already, their experiences are changing with the advent of agent-assist portfolios – which group various AI technologies.
One example is the Agent Assist suite from Five9, collating relevant information in real-time so that agents can deal with queries faster. It also offers on-the-call coaching and suggests the next best actions – factoring in live voice data.
Next, think about how voice AI is maximizing customer outcomes. Consider how the contact center may leverage AI - in emergency situations – to detect the urgency in a customer's voice and prioritize their call. That ensures no emergencies are ever left waiting in a queue.