A layperson’s exploration of all things voice

Category Archives: Customer Service Use

March 4, 2020

Customer Service on Voice: “Conversational Customer Care”

I thought I would take a step back and share an article that is fairly broad and high level in case I have readers that are fairly new to voice. Most of the other articles & podcasts I have been sharing are more sophisticated. Here’s an excerpt from this high-level piece:

The trend of moving customer experience beyond the screen has been dubbed “conversational customer care.” It’s still unclear just how many channels are included under this umbrella or how the future of conversational customer care will look. Brands that are dealing with demanding customers can’t afford to sit back and wait for this to play out. Screen-free customer experiences could be the future. They could be just a single touchpoint in the broader context of customer experience strategy. Or, they could just be a passing fad.

July 22, 2019

A Great Example: How Much AI “Call Center” Agents Sound Human

In hypnosis, there is a technique that can be used called a “convincer” – it’s something that happens so that the client can realize they did indeed experience hypnosis. It’s typically a profound revelation for the client.

For voice, I find this illustration from Gridspace that shows just how much an AI-powered call center agent (named “Grace”) sounds human to be persuasive when I try to explain the awesome power that is being unleashed: