Voice Tech Needs AI to Humanize Customer Service

If you find chat bots unhelpful or holding for customer service reps a drag, don't feel bad. It's a natural human reaction -- the kind of human reaction better handled by automated voice assistants powered by artificial intelligence (AI) that are smart, fast and far more humanlike now. Companies are automating everything imaginable for cost savings, efficiency and accuracy in the pandemic era. However, the installed base of not-too-bright chat bots and the inconsistent voice systems they commonly use are quickly becoming outmoded, and customer sentiment is taking a bruising in the process. This state of affairs is fast-tracking consumer experience (CX) to the next level of automated interaction: deploying voice systems that learn and improve, rapidly tapping vast datasets, and creating chat bots and automated voice helpers that are not just better -- they're even empathetic.