Expert Insights and APAC Strategies 2023 from Microsoft and Whispir
Voice AI for customer engagement is revolutionizing how APAC businesses connect with their customers. On February 8, 2023, we concluded our successful webinar “Customer Engagement Strategies for APAC Leaders in 2023 and Beyond” – a partnership with Microsoft and Whispir. Industry leaders Shuh Hun Tan (Commercial Business Lead at Microsoft), Andrew Fry (Global Vice-President for Strategic Partnerships at Whispir), and Allan Ong (Head of Business Development and Partnerships) shared actionable insights on customer experience transformation through voice AI for customer engagement solutions.
The CX landscape evolves rapidly across APAC markets. Companies benefit from expanding customer bases, yet service agent ratios stretch thin. Customers struggle to receive timely, quality service. A growing mismatch exists between preferred customer channels and available service options. This disconnect increases customer frustration during issue resolution.
Smart Voice AI Technology for Enhanced Customer Engagement
Solutions require strategic technology application at optimal customer journey stages. Brands must build comprehensive customer journey maps first. These maps identify key touchpoints and optimal service channels. Only then should companies craft relevant, meaningful messages that strengthen brand recognition and recall.
Past interaction data informs customer conversation design. Voice data traditionally remains difficult to leverage due to its unstructured, disparate nature. Voice AI for customer engagement bridges this gap effectively. Companies can now extract insights from previously untapped data sources. The challenge shifts to secure data access for refined, personalized customer communications.
Four Key Forces Driving Voice AI Customer Experience
Status Enhancement Through Voice AI
Voice AI makes customers feel valued, respected, and worthy of special treatment through personalized interactions.
Certainty in Voice AI Communications
Voice AI designs communication to be clear, transparent, and consistently reliable across all touchpoints.
Customer Control via Voice AI
Voice AI provides prompt responses. It helps customers feel in control of situations and empowered in their journey.
Voice AI Localization Benefits
Voice AI communicates in customers’ preferred languages. It creates familiarity through appropriate language and tone adaptation.
Seamless Omni-channel Voice AI Customer Engagement
Customer journey fragmentation plagues CX professionals today. Siloed activities create hard separations between channels. FAQs get answered through websites, chat, or messaging apps. Service issues require hotline or voice channel handling. Customers visit help sites only to learn they must call helplines instead.
Imagine automated chat bots recognizing live agent needs. They automatically connect customers to voice agents seamlessly. Customer delight would skyrocket! Yet customers don’t expect such seamless handoffs because companies rarely offer this service level. We must deliver connected conversations across channels. This starts by eliminating fragmented customer journeys through smart tools integration.
Rising Customer Expectations for Voice AI Solutions
Fry highlighted how customer expectations reach unprecedented heights post-pandemic. Digital transaction booms elevated expectations for immediacy, personalization, first-time resolution, and consent respect to all-time highs.
Customer engagement becomes increasingly complex against this backdrop. Organizations face immense pressure to respond timely through appropriate channels. They must deliver targeted messaging with quick resolution while respecting customer contact preferences.
Technology provides the solution. It helps businesses understand customers better, empowers employees, and optimizes operations. Voice AI-powered automation enables enterprises to reach individual customers with targeted, personalized messages at scale. AI technology empowers brands to answer specific needs efficiently while offering relevant services securely, respectfully, and compliantly.
Future-proofing CX Operations with Voice AI Customer Engagement
New solutions enter the CX toolkit regularly, yet fundamentals remain constant. Brands must develop content that resonates with audiences independent of specific channels or touchpoints. This approach enables companies to deliver personalized experiences regardless of device or channel evolution.
Understanding technological solution interfaces with human workers drives long-term success. Ong emphasizes leveraging human-machine collaboration to boost overall productivity. Companies should identify machine strengths versus human capabilities. This creates customer experiences that are both efficient and genuinely human.
Whether you operate a cutting-edge fintech or established traditional business, AI solutions belong in your future-proofing arsenal. Adopting pre-built solutions offers the easiest pathway to begin your AI journey.
Transform Your CX with Voice AI Customer Engagement
APAC businesses ready to optimize CX operations through voice AI for customer engagement can start their transformation today. Our expert consultants provide tailored solutions that align with your specific business needs and customer journey requirements.