Article 6

May 27, 2024

Voice artificial intelligence (AI) has undergone a remarkable evolution in recent years, disrupting many industries, including customer service. The growing adoption of voice assistants such as Siri, Alexa and Google Assistant has led to the rapid integration of voice AI into companies' customer service strategies.

While this technology brings many benefits, such as 24/7 availability, quick response to simple queries and increased personalisation, it also raises questions about its impact on customer service employees.

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Automation of repetitive tasks

One of the most notable impacts of voice AI YeldaAI is the automation of repetitive tasks. Voice assistants can now handle simple and frequent requests, such as checking the status of an order or finding information about a product. This allows customer service agents to concentrate on more complex, higher value-added tasks, such as solving technical problems or managing delicate situations.

Improved efficiency and customer satisfaction

The automation of repetitive tasks by YeldaAI voice AI can lead to a significant improvement in customer service efficiency. Waiting times are reduced, requests are answered more quickly and agents can handle a greater number of requests. In addition, customers often appreciate the convenience and speed of interacting with a voice assistant, which can help improve their overall satisfaction.

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Re-orienting the skills of customer service employees

The advent of voice AI requires a reorientation of the skills of customer service employees. They now need to develop more sophisticated communication skills to interact effectively with customers in a digital environment. In addition, they need to be able to understand and use voice AI technologies to provide optimal assistance to customers.

Concerns about job losses

The automation of tasks by voice AI raises legitimate concerns about job losses in the customer service sector. It is true that some manual tasks are likely to be replaced by AI technologies. However, it is important to note that voice AI is also creating new job opportunities, particularly in the development, maintenance and training of AI systems.

Creating new job opportunities 

Alongside concerns about job losses, the emergence of voice assistants is also opening up new career opportunities. The development, implementation and maintenance of these AI systems require specialist skills, creating new roles and job opportunities in areas such as programming, data analysis and technology project management.

Career transition and retraining 

Although some jobs may be affected by automation, it is essential to see this transition as an opportunity to retrain and develop new skills. Companies have an important role to play in offering training and professional development programmes to enable their employees to adapt to this technological evolution.

Developing human skills 

Far from making human agents obsolete, voice assistants highlight the importance of distinctly human skills, such as empathy, creativity and complex problem-solving. By freeing employees from repetitive tasks, they will be able to concentrate on higher added-value interactions and strengthen their strategic role within customer services.

While concerns about job losses are legitimate, a balanced and forward-looking approach is essential. By proactively embracing this technological transition, investing in training and valuing unique human skills, businesses will be able to reap the benefits of voice AI while maintaining the quality of customer relationships and offering new employment opportunities to their employees.

The need for a human-centred approach

Despite the benefits of voice AI, it is important not to overlook the importance of human interaction in customer service. Many customers still prefer to interact with a human agent for complex or sensitive issues. 

Companies therefore need to adopt a human-centred approach that effectively combines voice AI and human assistance to deliver an optimal customer experience. The benefits of a human-centred approach are manifold.

Management of complex and sensitive situations

Human agents have a unique ability to understand emotions, intentions and the nuances of language, enabling them to defuse tense situations, offer reassurance and find personalised solutions to complex or emotionally-charged problems. 

Although AI is constantly improving, it does not yet have this level of emotional intelligence.

Establishing lasting relationships with customers 

Human interaction creates a bond of trust and closeness with customers, fostering loyalty. Human agents can personalise the customer experience, adapting to their specific needs and developing lasting relationships based on empathy and mutual understanding.

Managing the unexpected and exceptional situations

When faced with unexpected situations or complex technical problems, the ingenuity and adaptability of human agents are irreplaceable. They can improvise, find creative solutions and reassure customers in the event of a crisis.

Gather valuable feedback

Human interaction enables us to gather invaluable information about customers' needs, expectations and frustrations. This qualitative feedback is essential for continually improving products, services and the overall customer experience.

Conclusion

Voice AI is transforming the customer service landscape, bringing many benefits in terms of efficiency, speed and personalisation. However, it is essential to manage its impact on customer service employees by providing them with the training and support they need to adapt to this new environment. By adopting a human-centric approach that effectively combines voice AI and human assistance, businesses can deliver an exceptional customer experience while preserving the value of customer service employees.