emerging
Voice AI for CX
Advancements in Voice AI, particularly its natural language capabilities, are enhancing customer service interactions and making consumers feel heard.
Themes
Timeframe
near-term
Impact areas
Detailed Analysis
Voice AI is transforming customer communication by enabling more nuanced and human-like interactions. "More than half of consumers say they have interacted with advanced Voice AI—and they’re eager for companies to adopt these technologies." Consumers find it easier to express complex issues through voice, leading to more natural and effective interactions. "67% believe that more natural-sounding AI via phone would enhance their experience." This trend is pushing companies to integrate Voice AI across various touchpoints, including phone systems, messaging apps, and AI agents.
Context Signals
60% of consumers want companies to adopt Voice AI.
Voice AI can offer multilingual capabilities, expanding reach and improving service for diverse customer bases.
CX Traditionalists, who rely heavily on phone support, stand to benefit significantly from Voice AI adoption.
Edge
Voice AI will enable more personalized and empathetic customer service interactions, leading to increased customer satisfaction.
The ability to analyze voice data will provide valuable insights into customer sentiment and needs.
Voice AI will become increasingly integrated with other emerging technologies like augmented and virtual reality, creating immersive customer experiences.
