Everyone hates call center bots. Here are the top three reasons why. And why there’s hope.
Are you one of those people that yells “representative!” into the phone the second you hear a robotic voice?
You’re not alone. Frankly, most call experiences out there suck.
I’ve spent the past 2+ years building modern, user-friendly voice experiences. From this work, here’s what I’ve learned about why the status quo isn’t working:
1. Call center bots have trouble understanding you. Few things are worse than repeating the same thing into the phone and then hearing “sorry, I didn’t get that…” over and over again. Most callers lose trust when the system can’t understand them, and it’s pretty standard for these systems to get it wrong on the first try.
2. The voices are robotic. Voices that don’t sound natural can be grating to the ear. While digital voice technology is getting better and better every day, most systems are not using the latest, state-of-the-art voices.
3. It’s too hard to get through to a human. Call center systems make it hard to get through, even when you say “representative” multiple times. This is a big miss. Folks that are determined to get through, will get through, so you might as well make the journey pleasing for the customer.
Good news! Voice AI is improving rapidly, and companies are starting to deploy automated voice experiences that are pleasing to callers.
There’s a better way.
Slang.ai is here to fix the broken experience of phone-based customer service. Our mission is to use voice AI to transform the experience of calling a business into one that’s personalized, efficient, and delightful.
Read this post and more on my Typeshare Social Blog