Hold The Hold Music: Why Your Next Customer Service Call Might Just Surprise You
by Bryony Weiss, Director of Strategic Design
Contact centres have been the quiet champions of customer experience, managing the daily deluge of inquiries with little recognition. But with the emergence of Voice AI, these unsung heroes are about to get a tech upgrade.
Imagine this: You call a customer service line, and instead of being greeted by the familiar hold music (goodbye, pan flute rendition of "Yesterday"), you're immediately connected to an AI assistant that seems to anticipate the reason for your call. This isn't science fiction—it's the near future of customer service, powered by innovative Voice AI solutions. And no, it won't ask you if you've tried turning it off and on again... unless that's actually the solution.
With companies like PolyAI teaming up with AWS to create next-gen voice AI, it’s not far-fetched to think this could soon be the norm. These AI systems are getting good at analysing context and tone, making your conversation feel less like a chore and more like a chat.
Efficiency has been the Achilles’ heel of contact centres for years, with long waits and tedious hold music enough to test anyone’s patience. But what if your routine, “Where’s my order?” questions were handled swiftly by an AI, like the one from Meta that can engage in human-like conversations? Now, your more complex issues could be passed on to a human agent, who’s suddenly free to focus on the tricky stuff. This isn't just about reducing wait times; it's about elevating the quality of every customer interaction. Soon, "Your call is important to us" might actually be true!
But there’s no need for panic—Voice AI isn’t here to replace human agents. It’s more like a co-pilot, whispering real-time insights into their ear. Whether it’s pinpointing the customer's mood or suggesting the next best step, AI is becoming the digital equivalent of that one colleague we all know with immaculate attention to detail. With tools like GreyLabs AI analysing conversations for hidden trends, agents are going to be more equipped than ever to handle even the toughest calls with confidence.
Beyond just answering calls, Voice AI is helping contact centres evolve in real-time. By analysing speech patterns and feedback, companies can continuously improve their service. It’s like having a coach that’s always refining your playbook, ensuring you’re always one step ahead. And with platforms like WellSaid unveiling new features like verbal cues and phonetic respellings, even the way AI speaks is undergoing a transformation.
At LEVO, we believe in more than just adopting new technologies - we're here to help you harness them to their full potential. LEVO offers strategic guidance, ensuring that Voice AI is seamlessly integrated into your existing systems. Our approach is holistic: we help design customer journeys that blend AI's efficiency with the irreplaceable human touch. We don't just set up the technology; we work with brands to continuously refine it, driving improvements in real-time and ensuring that your customer interactions are as meaningful as they are efficient.
As we look to the future, it's clear that the goal of integrating Voice AI into contact centers isn't to create a fully automated experience, but rather to enhance and elevate human interactions. We're moving towards a model where technology amplifies what human agents do best—connecting with customers on a personal level.
While the idea of AI-driven customer service might seem futuristic, the reality is more nuanced and exciting. When implemented thoughtfully, Voice AI has the potential to redefine the boundaries of what's possible in customer service, setting new standards for personalised, efficient, and genuinely engaging customer experiences.
And who knows? The next time you call a contact centre, you might find yourself enjoying the conversation.