WHY DO BUSINESSES AVOID THE CUSTOMER ' S CALL? AT $ 20 PER CALL WITH A HUMAN AGENT, IT ' S NOT WORTH IT FOR THEM TO TALK TO YOU.
VOICE AI
BY ALEX LEVIN, REGAL
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW CONTACT CENTERS FINALLY FOUND THEIR VOICE
WHY VOICE AI SURPASSES IVRS AND IVAS.
Generative AI voice agents are finally accomplishing what IVRs and intelligent voice agents, or IVAs, set out to achieve in the contact center.
Why do businesses avoid the customer’ s call? At $ 20 per call with a human agent, it’ s not worth it for them to talk with you.
But if technology could allow voice interactions at a fraction of the cost, businesses could go back to engaging with customers in the channel they preferred. It’ s only taken over 75 years for contact centers to find the appropriate solution.
38 CONTACT CENTER PIPELINE
THE BIRTH OF CONTACT CENTERS
From their earliest days of contact centers, the goal was to standardize and automate to reduce costs and simplify the operations of customer experience( CX).
Following the introduction of automated call routing systems, customer service hubs, staffed by“ operators” sitting in centralized locations, managed customer calls, and processed orders.
But there were challenges. At the top of the list was the expense of hiring, training, and retaining customer service representatives.
WHY DO BUSINESSES AVOID THE CUSTOMER ' S CALL? AT $ 20 PER CALL WITH A HUMAN AGENT, IT ' S NOT WORTH IT FOR THEM TO TALK TO YOU.