VOICE APPLICATIONS WITH A FUTURE: CUSTOMER CARE IN THE AGE OF GENERATIVE AI

In a recent study titled "The Future of Voice," conducted by CreaLog in collaboration with Prof. Dr. Jens Böcker, it becomes clear that modern voice applications are already highly relevant and will gain even more importance, especially among business customers. A key role in this is played by artificial intelligence, particularly generative AI with advanced Large Language Models (LLM). But what goals do companies pursue with modern voice applications, especially in the automation of customer service, and how can these best be achieved? In this blog post, we take a closer look at these questions.

Customer satisfaction and retention through voice applications are top priorities for 70 percent of surveyed business customers. Given the fierce competition for new customers, the necessity to retain existing ones, and the effort to win back former customers, this is hardly surprising. Additionally, reducing the Total Cost of Ownership (TCO) through the use of voice applications is an important goal for 57 percent of respondents, followed by revenue increases through cross- and upselling. These are the companies' requirements, but what about user expectations - is there perhaps a discrepancy here?

Users expect a reliable communication channel with preferably 24/7 availability that is easy to use. Additionally, it is crucial for callers that their concerns are fully addressed during the first contact. Only then can a positive customer experience be ensured. Companies that cut corners on the user-friendliness of their voice solutions risk compromising customer satisfaction. A pre-made solution deployed and used in a do-it-yourself manner may often fail to ensure the desired customer satisfaction and consideration of the specific requirements of the business.

To meet the requirements of both businesses and customers alike, modern bots for voice and text are the ideal solution. They are omnichannel-capable and can be reached across various channels such as phone, email, messenger, and website. They are available 24/7, operate autonomously and efficiently, and are user-friendly. Well-designed bots ensure high user acceptance and automation rates. The foundation for an excellent bot lies in a solid, proven technology platform.

From our perspective and supported by the study, the best possible Customer Experience is based on three pillars:

Integration of the communication platform used into the company's IT infrastructure: The more information available about the needs and concerns of the customer, the better the dialogue can address them.

The second pillar is the use of NLU/NLP technologies as well as text-to-speech and speech-to-text functions. Modern Technologies enable natural communication with the bot.

Finally, the third pillar is user experience design. By aligning the expectations of companies and users, the use cases that offer the greatest value can be defined. Here, the use of AI is a real game-changer.

Traditional bots are limited to specific tasks and interact with users based on rules. However, with generative AI and Large Language Models, the possibilities have greatly expanded. These models possess comprehensive world knowledge and can engage in natural conversations. By integrating domain- and company-specific knowledge, they act as competent conversational partners. However, it is important to carefully consider the use of generative AI, especially regarding data privacy and potential hallucinations.

Hybrid bots combine the above-described platforms integrated into the company's IT infrastructure with the conversational capabilities of generative AI. Particularly, intent recognition is a strength of these models, as they can interpret almost any formulation correctly. Another advantage is the GDPR-compliant backend integration, ensuring data privacy.

Another important insight from the current study: Companies aim to increasingly deploy voice and chatbot applications based on AI to meet the rising demands for customer-centric services.

Voice applications are currently and will continue to be of utmost relevance in the future. Artificial intelligence opens up a wide range of new scenarios. Customer satisfaction and loyalty are essential alongside reducing TCO and utilizing voice applications as a direct distribution channel.

Are you interested in the complete study? We would be happy to send it to you upon request!