Voice tech humanisation – Are brands optimised for the future?

How can we spare human effort on petty issues and refocus the effort on more complex and high-value conversations? There has been talk about the newest technological advancement known as voice tech humanisation.

This new technology can be of help when dealing with high volume repetitive calls, customers’ emotions as well as multilingual conversations.

Some may concur with the convenience of this technology but there are still some others who are still skeptical of the effectiveness of using this technology, in this case, by brands.

Based on the conversation that I’m about to have with Yellow.ai’s Senior Vice President of Global Marketing, Surbhi Agarwal might change your mind.

Surbhi Agarwal, Senior Vice President of Global Marketing

Surbhi Agarwal is the senior vice president of global marketing in Yellow.ai, where she manages the marketing initiatives of this company across geographies to grow business in the US, Europe, Middle East, Africa, Asia, Latin America and the Pacific regions.

The integration of voice tech into brands’ personalisation campaigns and how it helps drive leads and better conversions 

With voice adoption in Asia-Pacific surging, voice is increasingly becoming essential to consumers’ daily lives. 

Brands, therefore, are also moving to integrate the technology into their services, where we have observed an astronomical jump of 300% in the number of voice assistants on our platform. 

With the integration of voice tech, brands are now able to run targeted multilingual, hyper-personalised campaigns, driving better leads and conversions. 

Voice AI agents can speed up the process of qualifying leads by leveraging smart insights on customer persona profiles to deliver hyper-personalised voice campaigns as well as fully automate communication for the complete sales cycle, from awareness to delight.

They can assist customers through prompts throughout their journey. Here is an example of Yellow.ai’s Mia guiding potential customers to book demo sessions with us.

Sales representatives also benefit from this as AI agents streamline the interactions by automatically scheduling meetings with qualified leads, instantly pushing them down the sales funnel.

This feature gives businesses an edge over their competitors by giving customers a zero-effort process of conversion. Additionally, in case of complex queries in regards to products, leads can easily get in touch with human agents. 

Why voice tech is being increasingly adopted by brands

While brands have raced towards digitisation, voice has emerged as a primary channel preferred by customers for interacting with businesses. Simply, because voice AI agents appeal to the emotions and intents of the customer.

It makes them feel that it understands their query, bringing in the “human” element of having a “voice” interact with them. In addition, for brands, voice AI equates to more calls answered, increased first-call resolution, lower costs to serve, and room for more complex issues to be dealt with through their agents.

We’ve seen the impact with brands that we work with, such as Domino’s, Bajaj Allianz General Insurance Company and Tata AIG, to name a few.

Some key features of voice tech which are increasing its adoption include its multilingual capabilities, configuring pre-post speech pause duration, interruption handling, automatic subtitling support, and translation to the language of the consumer’s choice, along with a practically infinite scale at brands’ disposal to address erratic seasonal demands.

The use of voice tech to transcribe to text makes it more likely for brands to gather accurate data, which can then provide insights that can be utilised to further optimise operations, even to the point of anticipating customers’ needs.

How voice tech can enhance brands’ CX and reduce costs

The rise of mobile-first and online services has necessitated large-scale customer service capabilities to cope with the surge in demand.

With brands’ support functions oversubscribed, and the pressing need to augment people, collaboration and new ways of working are even more critical.

The integration of voice tech into brands’ operations supports them through automation of a range of high-volume functions – from lead generation, information verification, quality assurance, and scalable customer support – while retaining some of the human element that consumers continue to find comfort in.

The integration of voice tech into brands’ processes not only creates enhanced customer experiences but also benefits brands by providing 24/7 availability, bringing interactive content through voice commerce, optimising productivity, increasing efficiencies in operation, and enabling easier access to customers.

Voice tech’s ability to carry out its above-mentioned tasks are its features which enable brands to elevate the customer service experience and reduce costs for brands.

With our customers, we have seen up to 70% reduction in operational costs and up to 60% call deflection with automated responses to repetitive queries, sparing human agent’s to focus on complex and high-value conversations. 


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