Telephony still accounts for around 70% of inbound customer interactions, and is easily the most expensive channel. Customers, however, prefer it.

 

Based on surveys with hundreds of UK and US contact centres, this report looks at the four layers of voice AI – audio quality, self-service and resolution, agent assistance and analytics.

 

The weakest layer sets the ceiling on what the others can achieve, and much of the disappointment attributed to voice AI turns out to trace back to a layer other than the one that got the blame.

 

This report shows:

  • Why telephony self-service is stubbornly refusing to take a meaningful piece of work away from live telephony
  • What poor audio, accent and language do to comprehension, and what it costs to get right
  • How much voice self-service actually resolves without a human, and the two reasons that dominate why sessions are abandoned
  • The effect that running AI alongside agents on has saving time, and what agents themselves make of it
  • How to build analytics and quality assurance around AI-handled voice interactions
  • The scale of the voice identity, authentication and fraud problem
  • What the rules require for proactive and predictive outbound AI, and where the enforcement risk sits
  • Where implementations break in practice, and what is really blocking further adoption
  • How to build a defensible business case for voice AI, and measure the return once it is live

 

Download this report and find out where voice AI is actually delivering in UK contact centres, where it isn’t, and what the evidence supports as a sequence of investment.

 

The Inner Circle Guide to Voice AI is available in both UK and US 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.

 

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