Sourabh Gupta, Co-Founder and CEO of Skit.ai, recently spoke with CXO Today about why Voice AI is the future of Customer Experience (CX) and how it is assisting organisations in redefining their CX strategy. He also discussed how Skit.ai, a VoiceAI company, is assisting its customers in fundamentally improving their customer engagement strategies and building AI-enabled capabilities to gain competitive advantage.
- Voice AI or chatbots – what is the future of customer experience?
The covid-19 pandemic has compelled businesses to rethink their customer service angles to cater to the evolved sophistication and customer expectations in a digital-first economy. Be it chat, SMS, email, or other multi-channel customer support methods, customer support was more inclusive, intuitive, and proactive than the pre-pandemic levels. However, the customer experience (CX) strategy of a business/brand, offering customer support that leverages voice conversations, is likely to stand out—a fundamental reason why we believe that Voice AI defines the future of CX.
Voice conversation is one of the most natural forms of human communication and continues to be the most sought-after brand-customer interaction channel. It may be surprising to know that even in the age past the incumbent customer service calls, more than half of the customers prefer talking to customer service agents on the phone. Also, speaking is three times as fast as typing.
Voice technology has transformed a variety of industries and business units, including contact centres, mobile phones, web search, commerce, and automobiles. Growing demand for this technology among end users is one of the possible reasons why businesses today are eager to adopt it. The other reason is significant business value, which includes cost-benefit analysis, revenue growth, and a greater emphasis on value-added tasks.
2. How is Voice AI helping organizations redefine their customer experience strategy?
In this age of digital customer expectations, every business is focusing on advancing their CX strategies because it is ultimately necessary for the success of any company that the end user is satisfied. Products and services alone can no longer define a brand’s success. Superior CX is a crucial competitive advantage that businesses constantly need to work on to avoid losing customers to their competitors. The global Call Center AI Market is expected to grow at a compound annual growth rate (CAGR) of 21.3% from USD 1.6 billion in 2022 to USD 4.1 billion by 2027. The introduction of AI by organisations to provide enhanced customer support services is one of the major factors driving the growth of the call centre AI market.
Automation with Voice AI improves cost-savings on contact center operations and helps organizations optimize their CX processes and resources to empower their customer CX strategies. Some benefits of employing VoiceAI automated customer engagement are intuitive conversations, always-Customer service, personalized interactions, frictionless customer support, error-free resolution, and empathetic conversations. Voice provides benefits ranging from cost savings to improved customer conversations, resulting in more intelligent, responsive, and innovative customer engagement strategies.
- What is the value proposition offered by Skit.ai’s Augmented Voice Intelligence Platform?
Skit.ai was born out of the desire to help brands extend their customers’ cost-effective, scalable, 24/7 quality customer support services. With our purpose-built Voice AI, we seek to address existing gaps in contact center technologies, enabling them to adapt and handle complex customer conversations. We help businesses build CX strategies for a competitive edge using powerful AI-enabled capabilities in contact centers and across multiple customer communication touchpoints.
Skit.ai’s AI-enabled Digital Voice Agents plug into contact centers for call automation. It resolves tier 1 customer service issues and automates cognitively routine work while agents can focus on more complex customer problems. Our Augmented Voice Intelligence platform redefines the future of intelligent work with the human-machine partnership. Machines are not ‘superhumans,’ and humans are not inferior to machines. They are part of the same workforce!
- What are the critical business challenges Skit.ai is helping customers solve?
Skit.ai’s Voice AI is an industry-specific and easily configurable platform that customers have adopted to streamline contact center operations and solve CX-related challenges. Our notable customers in India include ICICI Lombard, Axis Bank, Barbeque Nation, and many renowned names from the insurance, banking and finance, retail and e-commerce, consumer durables, and travel and hospitality industries. Our customers can make every user conversation matter by unlocking customer intent and gathering analytics-based insights to tailor experiences that improve customer satisfaction, loyalty, and retention by deploying our Digital Voice Agents.
Some of the critical business challenges our purpose-built Voice AI platform can solve are 24/7 customer support call automation, and customer support scalability. Additionally, by empowering contact centers with call automation, the customer support team will be able to handle the influx of customer queries and achieve better customer coverage and faster and scalable outreach.