personalized customer experiences Archives - Shep Hyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

How is AI revolutionizing voice-based customer interactions in modern contact centers?
What are the advantages of using voice over text for customer engagement?
How can AI-powered agents improve customer satisfaction and retention rates?
What role does personalization play in building a strong customer experience?
How are businesses leveraging new technology to proactively reach out to customers?

Top Takeaways:

AI-powered voice technology is creating customer experiences so lifelike that they’re almost indistinguishable from human agents. This is not created to deceive customers but to provide great experiences, and with the transparency that should come with interacting with AI.

Despite all the advancements in texting, chatbots, and automation, the majority of customers still prefer to interact by voice, especially when they have complex or urgent issues. Since humans often think and speak faster than they type, voice interactions allow customers to have richer, more nuanced interactions with the brands they do business with.

AI-powered agents can remember every detail of a customer’s history and use that to solve real-time problems. They can predict needs and personalize conversations at scale. This level of personalization is reminiscent of the “good old days” when support and sales agents knew their customers personally, but at a scale that wasn’t possible before.

Building trust with AI often happens within the first ten seconds. Transparency about when customers are interacting with AI is important. The most successful AI experiences are those that match or exceed human-level service, especially in building trust and rapport.

The cost for businesses using AI for customer support has drastically decreased. This opens new opportunities for businesses to reach customers they were unable to serve before. More than just a cost-cutting tool, AI is a tool for growth.

Current AI agents can independently handle about 97% of customer interactions across complex industries such as banking, insurance, and healthcare. Customers are already responding to positive AI experiences by becoming more loyal and trusting of those brands.

Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in!

Quotes:

“The easiest way to engage with a brand when you’re in the moment of need is voice. You talk faster than you type. When you have an issue, like your credit card being used incorrectly or a missed delivery, you want to talk on the phone, not type it out.” “When AI is set up correctly, it is almost omniscient in helping customers get what they need quickly. It is aware of all of your customers’ previous interactions and can recall context right away, so customers don’t have to repeat themselves.” “AI is actually going to be the savior of personalization. The beauty of AI agents is that we can treat millions of customers like one in a million, bringing back personalization at scale.”

About:

Alex Levin is the CEO and co-founder of Regal, a company that helps enterprise brands reconnect with customers through AI-driven voice and text experiences. His approach centers on building trust and improving outreach, enabling brands to drive revenue through more timely, personal engagement. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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