Despite the advances in technology especially when it comes to communication channels, voice is still the go-to method for most customers reaching out for support. Artificial Intelligence (AI) language models may increase the sophistication of customer service, but customers still want to hear a voice at the other end of their interaction.
AI suddenly seems unavoidable — sweeping into every sector of our lives from, ostensibly, out of nowhere. But in reality, businesses, have been leveraging applications of AI for years:
Despite all the advancements in technology over the past few decades, most of today’s customers are going to pick up the phone to get in touch with businesses for support. In fact, 76% of customers say that phone is their preferred channel of communication when they have a customer service need. For many, it remains the easiest way to find a resolution.
Even as CX technology advances – from automations to AI – at the end of the day, customers still want one thing: quality, personalized service experiences. No matter the form of communication offered, whether it be self-service, SMS, digital channels, or phone conversations with a service rep, organizations that are able to consistently deliver exceptional personalized experiences across channels will retain an immense competitive advantage.
Topics: cx, webinar, voice self-service, SMS, SAP
We live in an era of ever-increasing communication and ever-increasing communication tools. In the span of five minutes, we can now shoot off an email, reply to a Slack message, and return a text – all without batting an eye. While these tools certainly have their place in today’s world, the fact remains that phone calls are a central communication method for businesses of all sizes
Topics: cloud contact center solution, telephony CRM integration
