Some of the services that must comply with the rules of the SAC Law are banks, telephone and cable TV companies, insurance companies and transport companies. Other areas of activity, such as retail, may base their services on the Consumer Defense Code . Consumers are not yet ready for synthetic voices on calls As mention, recently, new Mobile List customer service models have emerg –many of them focus on automation by artificial intelligence (AI)–, but they still haven’t been able to break certain paradigms. In addition to chatbots, in which artificial intelligence is capable of enabling automat responses to consumers, AI can also be use in telephone calls, in call centers . You know that voice service that offers a menu of options, being able to understand what the customer says? This usually happens thanks to AI. Many of these AI services are perform through a recording, using synthetic voices.
Consumers are not yet ready for synthetic
Capterra want to know consumers’ preference in this type of voice interaction, and the result shows that only 3% prefer to speak with a synthetic voice on a customer service call – the data adds up all synthetic voice options: female, male or without Lebanon Email List gender preference. Human voice is people’s favorite The majority of respondents (67%), as shown by the survey, still prefer assistance through a human voice, regardless of gender. The advantages and disadvantages of each service channel In the survey on customer service, Capterra want to understand what are the strengths and weaknesses of five types of support that are already part of consumers’ routine. Check the result below. Phone calls Telephone calls, usually concentrat in call centers, are perhaps the most widespread type of service among consumers.
Tips for using telephone answering
On the other hand, people highlight “waiting in line” as the main negative point of this channel – 79% cit this aspect as a disadvantage. Tips for using telephone answering Stay on topic : 48% see a disadvantage of the phone as agents trying to sell more products or services than necessary. live chat Live chat stands out among users because they feel they can better explain their problems when they write (54% highlight this advantage). However, possible connection problems, which could cause an interruption or prevent contact with the company, are seen as a disadvantage of this service channel (49%). Tips for using live chat Be patient with the customer: for 50% of those interview, it is an advantage to be able to do other things.
