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Today’s consumers are rekindling their love of voice and are learning to talk with machines better than ever.
Automated text-based customer services, delivered through platforms such as WhatsApp, Messenger, Skype or any other Chat Service are still on the rise, but they aren’t dominating the conversation anymore. People are turning to Voice Assistants like Amazon Echo and Google Home Hub for quick answers to simple questions that are spoken, not typed. It’s part of the reason that the market for this technology is now expanding rapidly. With specific devices, conversational IVR and mobile apps.
Customer services are now facing a new challenge.
Past months, Google has launched Duplex, a voice controlled digital assistant that can make phone calls on behalf of users. During a live demo, this platform called a real hairdresser and booked an appointment without any supervision or human involvement. Soon, devices that use this technology will cease to be novelty and could improve their services to become the preferred way for consumers to communicate with any business. Unfortunately, there’s no other way for call centers: innovate or die.
All tasks have to be redesigned with new skills and systems.
So, as businesses prepare for the rise of voice-command tech, Contact Centers should reinvent their channels approach and are also be tailoring their recruitment and training strategies to attract the right profile of people. This way, they’ll have a workforce ready to take their services into the future.
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