Voice AI at the service of customer relations

Voice technologies are at the heart of the boom in voice assistants for the general public. These technologies have become an integral part of our daily lives. So, what lessons can companies learn from them to improve customer relations, where voice is still widely preferred? In view of the benefits, but also the confidentiality, quality and scalability requirements inherent in this modality, it's in companies' best interests to regain - quickly - control of voice as a strategic asset! Let's find out why.

Voice AI: proven effectiveness

The digital era has given rise to major changes in usage, and the advent of voicebots and callbots is a prime example. According to a HADOPI CSA study, 46% of French Internet users have already used a voice assistant.

In fact, thanks to lightning progress in the field of speech and voice recognition and analysis, voice AI is making its mark in an ever wider range of applications. Not only is it faster, it is also more flexible and satisfying. It's clear: digital transformation means major challenges for companies of all sizes and in all sectors! What's more, the historical and undeniable importance of voice represents a major opportunity for voice AI to improve customer relations, and the global Covid-19 pandemic has only served to reinforce this.

From DTMF systems to natural language IVR

Above all, voice AI makes it possible to revisit traditional Interactive Voice Servers (IVS), with far superior language and scalability capabilities, with a strong impact on the degree of information gathering, automation and greeting efficiency. Whether in the form of a "Natural Language IVR", a so-called " next-generation IVR ", a callbot or a voice assistant, voice AI sweeps away the seams of traditional voice greetings, forcing us to (re)listen to encrypted options that don't concern us. Indeed, callers tend to hang up as soon as the situation becomes complex or too time-consuming, or try to bypass the predefined path to get to a competent agent more quickly.

Integrating voice AI into corporate strategy as a strategic asset

Companies have the opportunity to seize current advances in voice AI to radically transform the way they interact with their customers and develop their customer knowledge. The use of voice AI in customer relations is becoming increasingly commonplace. Indeed, the fundamental challenge of voice assistants is indeed present in customer relations: to qualify and respond quickly and simply to the caller's request.

On February 17, 2022 during a dedicated webinar with Ariane Nabeth Halber, Director of ViaDialog's AI Division, she explained how AI is making its mark in contact centers and how it's helping to transform your contact center into a real lever for improving your customer relations.