Customer Service Transformation: The Role of AI Voice Actors

Presented by

Rupal Patel

About this talk

The pandemic exposed the frailties of customer service systems that are overly reliant on humans and cumbersome workflows. Those that embraced artificial intelligence (AI) augmented solutions were the winners. This discussion will explore the role AI voices can play in conveying a brand’s persona, values and consistency. We will also discuss the relevance of diversity, gender equity and inclusion (DEI), as well as situational context when developing an overall voice marketing strategy. Even before the pandemic, large brands and organizations were beginning their digital transformation journeys. The goal is always to offer a superior, timely and relevant customer experience while mitigating security and privacy risks. In many cases, this also meant (re)training a workforce of human agents and management to utilize data, analytics and new technologies to meet ambitious KPIs. You'll learn: - About advances in AI voice technology and how it can enhance rather than replace human agents - The most important considerations for developing a cohesive voice marketing strategy. - How to incorporate DEI metrics into your live and automated voice solutions
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