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Utilising AI voice technology to exceed Australian customer demands

Fri, 9th Feb 2024

As customer expectations soar, merely offering quality products and fair pricing no longer cuts it. Today, customers look for rapid response times, personalised services, and diverse digital channels to connect with brands. For businesses, staying ahead of these evolving demands is crucial – lagging behind is not an option, lest they lose ground to competitors.

Yet, many businesses find themselves trailing. A global Accenture survey involving 25,000 consumers revealed a striking insight: about two-thirds believe that companies are not adapting quickly enough to their changing needs. The cornerstone of customer service lies in understanding these evolving needs, but how do we accurately pinpoint them?

Whilst data insights form the bedrock of an effective customer service strategy, their full potential remains largely untapped by many businesses. It's clear that customer interactions, whether through live chat or social media, contain a wealth of information, from user preferences to satisfaction levels.

In an era where social media reigns as a preferred contact method, call data often lies neglected. 

However, utilising AI voice intelligence can transform these interactions into personalised services that truly resonate with what customers want.

Transforming Voice Calls into Actionable Insights

The journey towards an impactful voice experience begins with selecting the right software. This software should enable businesses to dissect interactions and make the necessary adjustments.

Twilio's communication tools, for instance, are designed to convert unstructured voice calls into actionable data insights. Voice Intelligence by Twilio can transcribe and analyse customer interactions on a large scale to pinpoint key trends. Are customers pointing out a competitor's lower pricing? What are their preferred communication methods? Identifying common grievances and topics of interest can significantly streamline the customer experience.

By harnessing conversation data, not only can agents resolve queries more efficiently, but they can also pinpoint areas for improvement and elevate customer satisfaction. Whether that involves matching a competitor's rate or tailoring follow-up communications, it paves the way for a bespoke, data-driven customer experience.

Understanding Customers Better With Modern IVR Systems 

Today's technological advances put control back in the hands of the customer. Modern interactive voice response (IVR) systems enable users to manage their phone interactions autonomously. These systems, powered by natural language AI, can understand a user's sentiment and objectives, facilitating tasks like booking flights or making purchases over the phone.

Furthermore, modern marketers are pushing the boundaries of IVR. Utilising phone polls and surveys post-interaction or transaction uncovers vital insights into customer preferences and demographics. This real-time feedback is invaluable for businesses to adapt swiftly to changing customer needs.

Harnessing AI-Powered Voice Services

Twilio Voice offers tools necessary for crafting customised voice experiences that not only meet but exceed customer expectations. Leveraging AI solutions, businesses can focus more on creating memorable customer experiences, reducing the time spent on technical development. A compelling testament to this approach is Marks & Spencer's contact centre operations. By integrating voice intelligence technologies, they were able to transcribe and analyse call recordings, providing them with invaluable insights for future customer interactions. This innovation enabled the identification of trends, preferences, and pain points, which, in turn, empowered Marks & Spencer to tailor their services. Their modernised contact centre operations now boast a remarkable 90% accuracy in call handling, exemplifying the profound impact of embracing such technologies.

Interested in exploring the transformative power of voice technology?