Voice AI: Transforming the Channel of Choice

 

Despite years of investment in digital channels, voice remains dominant, accounting for around 70% of all inbound interactions in UK and US contact centres.

 

When customers face complex, urgent or emotionally charged issues, telephony is overwhelmingly their channel of choice.

 

Yet traditional voice self-service has failed to keep pace. Only a small minority of calls are handled entirely through automation, and customer frustration with clunky IVR systems has held adoption back for decades.

 

Voice AI promises to change this, delivering the speed and resolution customers demand at around 30p / 40c per interaction, compared to £6.25 / $7.16 for a live call.

 

Download this report to find out how Voice AI is transforming the channel customers trust most.

 

This report shows:

  • Why voice is the channel of the past, present and future
  • Why over 20% of digital interactions still end in a phone call (and the true cost of that failure)
  • Why traditional voice self-service hasn’t fulfilled its potential, and what’s changed
  • The cost-per-interaction case for Voice AI and where the biggest savings lie
  • What customers want from AI, and when they’d actually prefer it over a live agent
  • How Voice AI bridges self-service and live assistance seamlessly

 

“Voice AI: Transforming the Channel of Choice” is based on primary research with 1,000 consumers and 200+ organisations in each of the UK and US.

 

To download this report, please complete the registration form below. If you have already registered, please log in here.

 

“Voice AI: Transforming the Channel of Choice” is provided in both US and UK editions. 

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

If you have already registered, please log in here.

 

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