Survey results show that companies' automated voice support negatively impacts customer experience, causing nearly half of customers to abandon
When you call a manufacturer's support desk, you often hear an automated voice message first. In recent years, more and more companies are using automated voice messages generated by artificial intelligence to provide optimal answers to customer questions, but a survey has revealed that these automated voice messages generated by AI give customers a bad impression.
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According to a survey commissioned by Tenyx , a company that provides AI-powered automated voice support, and conducted by research firm Centiment , a whopping 71% of respondents said they were 'dissatisfied with their current automated voice support,' and 55% said they would 'stop using the service or switch to a competitor if they were dissatisfied with the automated voice support.'
Most respondents (67%) said they would prefer to talk to a human, with about 30% saying they would 'definitely want to talk to a human.' In contrast, only 3% said they would 'definitely want to talk to an AI.'
The biggest problem with AI automated voice support is that it cannot handle complex problems. If customers have a bad experience with AI automated voice support, 29% of them said they would 'no longer want to buy products or services from that company,' 25% said they would 'switch to another company's service,' and 13% said they would 'never use it again,' calling into question whether companies should introduce AI automated voice support.
However, 66% of people said they would use AI if AI-powered automated voice support could rival humans, which may open the door for companies that want to introduce AI.
The most common complaints about human support were long wait times (39%) and poor accent or speaking style of the support agent (39%).
'A bad experience with an automated system can drive customers away and damage a brand's reputation. Improving the customer experience with automated voice support requires a multifaceted approach. Businesses now have the opportunity to invest in advanced AI systems that are context-aware and can respond accurately to a wider range of customer inquiries,' said Itamar Aller, CEO of Tenyx.
He continued, 'It's clear that businesses need to strengthen their automated voice support to meet customer expectations, but there is no one-size-fits-all solution. Human agents are essential for handling complex issues, while automated voice support may excel at routine or repetitive tasks. The key is strategic deployment: investing in continuous learning and domain-specific optimization can help close the gap between customer needs and current technology. Ultimately, a hybrid approach, where human agents focus on high-value, complex issues and automated systems handle repetitive inquiries quickly and accurately, will be the answer.'
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