TELUS International Survey For National Customer Appreciation Day Reveals Consumer Sentiment About the State of Customer Experience
AI-powered voice technology is redefining customer interactions; Brands have a small window of opportunity to be at the forefront of the next iteration of customer experience
Recent insights from a
Considering the fact that more than half of survey respondents (54%) also said they would rather get stuck in a slow-moving traffic jam than endure a poor customer experience, it is obvious that consumers want brands to do better. This underscores both an opportunity and a challenging reality for today’s brands: how to balance the provision of timely, high-quality, personalized CX while delivering it in a sustainable, cost-efficient way amid a challenging macroeconomic environment. This is where AI-powered voice technology is a game changer.
“Advances in conversational AI and voice technology are revolutionizing how consumers are interacting with devices and the world around us. Brands adopting voice tech is about them leading the charge in a market that values speed, accuracy and above all, personalization,” said
Voice Technology Explained: How It's Changing the Way We Communicate
Dengel is also the author of “The Sound of the Future: The Coming Age of Voice Technology,” and asserts that voice-enabled apps represent "the next big wave [in technology] — as big as the internet or as big as mobile."
Voice-enabled technology is powered by a few key innovations that transform how we interact with devices. Voice-enabled technology leverages automatic speech recognition (ASR), natural language processing (NLP) and understanding (NLU) to transform natural speech into machine-readable formats and interpret underlying meanings. But to be truly effective, voice must be leveraged with other modalities, such as text and images, across a single interaction for brands to be able to provide frictionless digital customer experiences.
Multimodal voice applications and the ability to give voice prompts could ‘spell’ the end of customers manually searching a website in favor of verbally describing what they seek. On average, people speak three times as fast as they can type on a keyboard, and five times faster than on a mobile device. In action, voice-enabled apps cut down the time customers spend typing or clicking by two-thirds. These technologies help make customer interactions more personal and smoother overall by enabling customers to communicate in their natural language and receive thoughtful, tailored responses.
WillowTree, a
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Survey Methodology:
Findings are based on a Pollfish survey of 1,000 Americans. The survey ran on
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TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 150,000 citizens around the world and through its five TELUS International Community Boards that have provided
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