Voice remains a preferred channel: Why businesses should seize the opportunity
By Bikram Mazumdar, Vice President, Asia, Zendesk
Voice has been a cornerstone of customer support for decades and remains a preferred channel for many customers. Even today, across generations, more than 70% of customers say voice is the fastest and most convenient way to resolve an issue.
At the same time, the integration of AI into digital channels, like messaging and chatbots, has shown how quickly and effectively technology can help resolve customer issues. The voice channel has come a long way through transformations like CCaaS platforms, conversational IVR, and VoIP infrastructure, reducing the friction associated with traditional phone support.
Now, voice has an opportunity to benefit from the same intelligence. AI can bring greater speed, context, and personalisation to customer interactions, particularly when customers are dealing with high-value or time-sensitive issues.
Why voice support must evolve for the AI era
Imagine a customer stranded at an airport due to...
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