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Voice assistants are now deployed across multiple customer touchpoints. Most of those implementations are fragmented, so customers are not getting a consistent experience. Nor are the solutions typically integrated into enterprise CRM systems. Jeff McMahon sat down with Voicebot to discuss the enterprise shift to omnichannel voice assistant deployments that employ a common conversational capability and content repository implemented in a variety of owned and shared channels.
Voicify’s conversational AI omnichannel model includes 14 different customer channels where enterprises are implementing solutions. These channels range from websites and text chat to contact centers, kiosks, metaverse virtual worlds, and smart speakers. McMahon reviews case studies of conversational AI channel expansion at Audacy, Smoothie King, and Volkswagen.
Better Than Humans
Much of McMahon’s discussion focuses on the maturation of voice assistant adoption within enterprises. While many of the initial conversational AI deployments were experiments with Amazon Alexa or inside of a mobile app, and others were deployed as contact center chatbots or “smart” IVR, companies are transitioning their approach. They are now positioning conversational assistants as an enterprise capability. That leads to more integration with systems of record, considerations around scalability, and creating a common user experience.
In addition, McMahon said that the quality goals have changed. “A few years ago, it felt like the industry as a whole was saying, ‘Let’s see if we can get close to what a human experience would be like.’ Right now, our goal with every single client is to be faster, more accurate, and more delightful than a human,” said McMahon.
More About 10 Minutes On with Voicify
This interview is part of a thought leadership series called 10 Minutes On by Voicebot.ai. The interviews focus on a single topic, are short enough to watch between Zoom meetings, and are long enough to share some interesting insights and solution details. You can find more video interviews like this on Voicebot’s YouTube channel or by clicking Videos in the website’s top navigation bar.
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