Transforming Customer Experience (CX) For Consumer Electronics With Voice AI
Speaking has always been the preferable form of communication for customers to express their issues and concerns. As a natural, intuitive medium to relay messages, people find it convenient to communicate their thoughts and ideas through voice. As a result, companies and brands, especially in the consumer electronics industry, incorporate voice technologies such as Voice Assistants in their customer support channels to deliver an optimum customer experience (CX). Such demand is fueling the growth of voice assistant applications, expected to grow at a Compound Annual Growth Rate (CAGR) of 32.4 per cent by 2026; on the other hand, India’s consumer electronics market, one of the largest consumers of voice tech, is poised to reach a CAGR of 6.5 per cent from 2022 to 2030.
Voice technology is one of the fastest areas to undergo technological disruption, with Voice AI leading the pack. The launch of 5G will further boost the popularity and use of voice technology and augment CX in new and remarkable ways.
Voice AI comprises cutting-edge technologies such as ASR, SLU (Spoken Language Understanding), and Text-to-Speech (TTS) to deliver intelligent conversations. Using Voice AI, consumer electronics companies for customer support can significantly augment CX and achieve higher brand loyalty among customers.
Voice AI can transform customer support at consumer electronics companies
One of the biggest challenges consumer electronics businesses face is customers being overwhelmed by the highly complex shopping experience, spoilt by many choices. Support over email, via chatbots, and other text-based forms of communication usually means long wait times and incomplete resolution, leading to customer dissatisfaction. Even when customers reach out to support helplines to resolve their queries, they are generally put through extended Interactive Voice Response (IVR) options and have to wait for a long time before they reach a human agent. Voice AI can transform the shopping experience by solving a majority of their queries without having them wait. For complex issues, it gets them in touch with a human agent. The customer receives relevant, human-like responses backed with data and context. The technology can perform contextual actions like answering queries and voicing product-related information and usage instructions. With such intuitive and unique technology, companies can help customers make informed decisions, thereby considerably elevating overall CX.
Consumer electronics is one such industry that can benefit tremendously from what Voice AI offers and achieve customer service excellence more quickly. The technology empowers the CX side of businesses by providing unique, functional experiences that impact the top and bottom lines. For instance, if a customer wants to know something about their newly bought printer, they can mention its model number and ask. The Digital Voice Agent will respond with the relevant information like an actual person and help them get a quick and satisfactory resolution.
Voice AI powers contact centers with Digital Voice Agents that can handle tier-1 customer queries that are repetitive and unnecessarily take up a bulk of human agents’ time. Digital Voice Agents can hold human-like conversations independently through voice without human intervention. Only complex customer service issues are transferred to human agents. This enhances the call experience for customers and also helps contact centers save up on operations costs.
Voice AI is also effective in handling emergency calls. For example, suppose a customer needs to urgently know a particular device's function. When they reach out to customer support via phone, either the call has a long wait time or the customer has to go through a long IVR menu, and chances are their complaint may not get resolved in the first instance, leading to a dissatisfied customer. On the other hand, Voice AI intelligently automates conversations and can effectively provide a first-time call resolution to even emergency requests.
Augmenting Voice-enabled Shopping
India’s voice commerce shoppers—those who use voice search options for shopping—are expected to reach 168 million by the end of 2022.
When retailers dealing with consumer electronics bring Voice AI into their online and omnichannel platforms to communicate with their customers, the technology will help them better CX. Additionally, as most Indians are multilingual, organizations can leverage technology to enable multilingual conversations. With millions of hours of training data, Voice AI can pick up regional nuances in accents and dialects to offer hyper-personalized and contextual dialogues that make for accurate customer query resolution.
Way forward
Voice AI is designed to provide extensive language support to deliver more personalized customer interactions. Consumer electronics companies face a lot of queries as their products are complex. By leveraging Voice AI, consumer electronics businesses can boost customer engagement and feedback resolution, thus enhancing the overall customer experience.
Voice tech will rule the future, with voice search queries in India growing at 270 per cent per year. Consumer electronics companies must capitalize on this technology to stay ahead of the competition by futureproofing their customer experience.
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