Has the Digital Channel Maxed Out? And Is Voice Still Relevant in Customer Interactions?
These are two questions we get asked frequently:
- Has the digital channel reached its peak? The answer is both yes…and no.
- Is the age of customers using their voice over? Absolutely not! In fact, it’s on the rise, and here’s why.
Self-Service and Automation: The Rise of Digital Channels
Over the past few years, self-service and digital automation have seen explosive growth. With advancements in AI-enabled self-service, there’s been talk of "the end of contact centres." But despite these predictions, voice communication has never been more popular. Rather than replacing voice, AI is enhancing it, offering more opportunities for customers to use their voice to engage with organisations.
Voice is Still King
In a recent McKinsey article, a survey of 3,500 consumers across all age groups found that live phone conversations remain one of the most preferred methods for contacting companies. Surprisingly, even Gen Z consumers (aged 18-28), who typically favour text and social messaging for personal communication, still prefer voice interactions when seeking customer support.
The Evolution of Voice: AI and Conversational Agents
What makes this trend even more interesting is how voice technology is evolving. It’s not just about speaking to a human agent anymore. Conversational AI Digital Agents are stepping in, engaging customers in natural, human-like conversations. These AI-powered systems can handle multiple contexts, switch between topics seamlessly, and resolve queries in a single, no-wait call.
The real innovation isn’t just in AI’s ability to hold a conversation, but in orchestrating the voice interaction. It’s about delivering the voice query to the right endpoint, whether that’s a human agent or a digital agent. Along the way, it gathers all the necessary data and information to ensure a smooth, cost-effective engagement.
Voice is Critical to Growth and Experience
Getting voice interactions right has never been more important. It’s essential for both employee and customer experiences and plays a critical role in growth strategies. Whether it's handling routine inquiries or solving complex problems, voice communication—powered by AI—is making interactions better, simpler, faster, and more cost-effective.
At SecureCo, we’re focused on enabling these voice interactions to deliver better outcomes, driving business growth, and enhancing customer satisfaction.