Skit.ai’s Augmented Voice Intelligence Platform takes a giant leap with Generative AI

Skit.ai‘s Augmented Voice AI Platform is now powered by Generative AI. With the incorporation of Generative AI, we are taking a giant step forward in capabilities of our Conversational Voice AI solution. The conversations are about to become more natural, and the capability to handle complex conversations significantly better leading to better CX and more collection for collection agencies.

At Skit.ai, we embrace the future and prepare to go beyond it.

The Giant Leap in Capabilities of Skit.ai’s Augmented Voice Intelligence Platform with Generative AI

With the application of LLMs, we are seeing a big jump in the conversational capabilities of our solution:

  • Higher Conversational Accuracy: Significantly high conversational accuracy as LLMs are capable of understating conversational complexities with a profoundly superior understanding of context, sentence parsing, and response accuracy.
  • Better Handling Complex Conversations: Superior understanding of complex conversations that were earlier escalated to human agents. This would cut down the percentage of calls passed over to live agents drastically.
  • Out-of-scope Calls: As LLM-powered voice AI solutions can handle a wide array of questions and issues, its ability to handle out-of-scope calls is thus much more.
  • Better and more natural bot utterances.
  • Faster Voicebot Creation: Incorporating Generative AI give a big boost to the speed at which new voicebots can be created as the inherent complexity and effort involved in the design, and creation is a fraction of earlier effort.

Massive Performance Gains with Generative AI Springboard

Not resting with massive gains we are achieving with basic LLMs, we intent to take it a notch further up and outperform human collectors.

1. Going Beyond Human Agent Performance

An agents performance rests on two things: ability to communicate and technical skills. At Skit.ai, we see that with current LLMs, we can achieve superlative communication skills, and by training extensively with end-user data, we can achieve high degree of technical skills. Hence our solution can excel on both the fronts.

To share a rough estimate: the best performing agent finds success on 5% call (out of connected calls), while low performers convert ~2% of calls.

With generative AI, we take a big jump. From the current voicebot conversion capability of around 1-2%, we expect the performance to jump 3-4 folds. Beyond this, our Reinforcement Learning platform learns from outcomes to personalize the conversation to figure out the ideal strategies, learning from thousands of daily conversations.

2. Better, and More Natural Spoken Conversations

Generative AI with its unparalleled conversational capabilities needs to be complemented with equally capable speech synthesis and understanding systems that produces the right speech given the output from LLMs. And that is one of the major areas from the many below:

  • A more natural-sounding TTS voice
  • Conversational context handling prosody of generated audio
  • Full duplex and backchannels in speech conversations

Ultimately, we will be able to deliver the most engaging conversations that delight consumers by solving their problems better than human agents.

Business Outcomes of Incorporating Generative AI

Below are the major impact areas we will more the needle on:

  1. Higher Collection Rate, ~5%: It is a difficult number to quantify, but as the incorporation of Generative AI matures, we expect its collection capability to move beyond 5%, surpassing even the best of human agents.
  2. Lower Agent Dependency, reduction by 50-80%: As the voicebot will be able to handle more complex queries we expect 50-80% reduction in agent touch points.
  3. Higher Resolution Rate, ~100%: Better accuracy and better conversation with higher engagement will help us achieve a conversational resolution rate of close to 100%.
  4. Creating New Voicebots: The effort involved in creating a new voicebot will see a significant dip, as the complexity will be remarkably lower.
  5. Entering New Markets with Ease, 15X faster: Entering into new markets, training for new use cases and applications needing less effort and resources. We are estimating the process to be 15X faster.

The Way Ahead

Though the improvements in our Augmented Voice Intelligent Platform are visible and clear, we will further our efforts to achieve greater performance gains and stay ahead of the curve.

To learn more about how Voice AI can help support your human resources and scale their collection efforts with call automation, schedule a call with one of our experts or use the chat tool below.

An Unbiased Look into the Positive Side of Voice AI

Artificial intelligence is experiencing exponential innovation. Generative AI, ChatGPT, DALL-E, Stable Diffusion, and other AI models have captured popular attention, but they have also raised serious questions about the issue of ethics in machine learning (ML).

AI can make several micro-decisions that impact such real-world macro-decisions as authorization for a bank loan or be accepted as a potential rental applicant. Because the consequences of AI can be far-reaching, its implementers must ensure that it works responsibly. While algorithmic models do not think like humans, humans can easily and even unintentionally introduce preferences (biases) into AI during development and updates.

Ethics and Bias in Voice AI

Voice AI shares the same core ethical concerns as AI in general, but because voice closely mimics human speech and experience, there is a higher potential for manipulation and misrepresentation. Also, people tend to trust things with a voice, including friendly interfaces like Alexa and Siri. 

Call automation for call centers and businesses is not a new concept. Unlike computerized auto dealers (pre-recorded voice messages) like Robocall, Skit.ai’s Voice AI solution is capable of intelligent conversations with a real consumer in real-time. In other words, Voice AIs are your company representatives. And just like your human representatives, you want to ensure your AI is trained in and acts in line with company values and displays a professional code of conduct. 

Human agents and AI systems at any given point should not treat consumers differently for reasons unrelated to their service. But depending on the dataset, the system might not provide a consistent experience. For example, more males calling a call center might result in a gender classifier biased against female speakers. And what happens when biases, including those against regional speech and slang, sneak into voice AI interactions? 

In contrast to human agents, who might sometimes unintentionally display biases, Voice AI follows a predetermined, inclusive script while strictly adhering to guidelines that prioritize consumer satisfaction and compliance. This level of professionalism eliminates the potential for misbehavior and creates a positive consumer experience. 

Our team is always potentially looking out for any potential bias that accidentally seeps in, as ‘biases’ as constantly evolving. One thing can be acceptable today, but may bee seen as a bias tomorrow. At Skit.ai our skilled team of dedicated designers meticulously construct the dialogue patterns to guarantee balanced responses. Following these predefined scripts allows our Voice AI solution to offer consistent, unbiased interactions, thus establishing an inclusive user experience. This emphasis on conversation design aids us in overcoming potential biases that may surface in human interactions, thus securing a more balanced and impartial user experience.

Consumer Convenience and the Growing Preference for Voice AI

Consumers increasingly prefer interacting with Voice AI rather than human agents due to the convenience it offers. Voice AI allows users to communicate naturally through voice commands, eliminating the need to type or navigate complex menus. This convenience aligns with the preferences of many individuals who find it easier and more natural to speak rather than type. Furthermore, Voice AI is available 24/7, providing round-the-clock support without the need to wait for human agents. 

This instant access to information and assistance enhances consumer satisfaction and can lead to faster issue resolution. Additionally, voice interactions can be personalized and tailored to individual preferences, creating a more personalized and engaging consumer experience. The convenience and preference for voice-based interactions make Voice AI a valuable tool for meeting consumer expectations.

Building Ethical Voice AI 

Empathetic conversational design eliminates bias. At Skit.ai, we’re dedicated to developing leading-edge Voice AI technology. Our mission is to facilitate communication that is equitable and devoid of bias. Through conversational design, biases are eliminated, ensuring fair and inclusive interactions. A significant part of our strategy involves refining the conversational capabilities of our systems, striving for a natural, seamless exchange of speech that ensures equal treatment for all and eradicates discriminatory tendencies. As we navigate the future of work, Voice AI stands as a valuable tool, empowering enhanced communication, fostering seamless consumer conversations, and further elevating customer satisfaction.

To learn more about how Voice AI can help support your human resources and scale their collection efforts with call automation, schedule a call with one of our experts or use the chat tool below.

How Voice AI is Helping Consumer Durables Brands Perfect the Art of CX

After enduring the pandemic lull, semiconductor shortage, and the rising cost of raw materials, India is again a hot market for consumer appliances and electronics. 

In 2021 the Indian consumer durables industry stood at $9.84 billion and is likely to reach $21.18 billion by 2025. This double-digit market growth is driven by the brands’ omnichannel reach and a massive shift in consumers’ thought process—from price consciousness to a preference for technologically advanced, premium products that promise higher quality, safety, and value.  While this is great news in terms of sales and profitability, it signifies the end of mass marketing and traditional customer engagement strategies.

Today’s consumer wants to feel special and expects a meaningful connection with the brands. Customer experience (CX) is important for long-term customer relationships and sustained value-creation.

The State of CX in the Consumer Durables Industry 

Unlike other industries, sales is the starting point for brand-customer relationship in the consumer durables business. Since today’s customers expect more, brands are bombarded with countless opportunities on the digital front to offer and improve their post-sales, product, and user-oriented services; understand audience demographics, product usage, and collect feedback. To navigate the challenge of delivering modern CX with the conviction to delight customers, the worldwide spending by companies on CX technologies is expected to touch $654 billion this year. 

To make investments worthwhile and master the art of customer centricity in the consumer durables industry, let’s first understand the common barriers to great CX:

  • Too Many Touch Points: Many brands these days have multiple touch points (online and offline forums) for customer interactions. This means too many, complex customer journeys where data remains fragmented and departments operating in silos are unable to collate customer insights and behaviors to analyze and personalize experiences. 
  • Customers’ Propensity towards Brands with Solid Digital Presence: Millennials and Gen Z consumers prefer brands with a strong online presence like social media, website UX, pricing, and product information and reviews before making purchases. These consumers relate brands’ digital savviness as an important factor for building trust and establishing personal connections. This expectation creates a myriad of variables for consumer durables brands to consider while providing consistent CX across the journey including post-sales support. 
  • Shifting Loyalties and Micro-moments: Consumer electronics and appliance companies suffer from poor customer loyalty due to countless competitors, promising similar products at better rates and features. McKinsey’s study found the average loyalty scores are below 20 percent in the consumer durables industry. 

Besides, brands are not evolved enough to leverage ‘micro moments’ or the few seconds when a customer online browses with the intent of buying a product or service. It takes cutting-edge expertise to encash on a limited window of opportunity to identify a potential customer, and provide them with the right information, at the right time, and right medium! 

  • The advent of Circular Economy and Sustainability: The consumer appliances and electronic industry have globally turned towards sustainability, driving their brands and manufacturers to practice circular economy models like recycling and reuse to avoid wastage. Customers these days are also more informed and favor brands that uphold their sustainability promises. 

This could be a Catch-22 situation for consumer durable companies as on one hand, their customer service will be flooded with queries and inbound calls regarding the maintenance, repairs, and responsible end-of-life actions for products that cannot be addressed by generic IVRs or FAQs. On the other hand, there is a lack of evidence-based data on mapping and driving customer experience which is crucial to the adoption of circular practices.

  • Delayed Product Servicing: Conventionally, the product repairs and servicing processes take up to days. Reaching contact centers for customer support, scheduling service and maintenance requests, follow-up and actual physical repairs involve a lot of waiting and frustrations. Sometimes, brands outsource repairs to third-party service providers which can further impact customers’ brand perceptions and experience. 

Explore how to Transform CX with Voice Automation 

The Rise of Voice AI in Customer Support

Top-performing brands can build long-lasting customer relationships by leveraging bespoke technologies like artificial intelligence (AI) and machine learning (ML) which have a demonstrable impact on areas like product design, marketing, sales, and customer service. When it comes to elevating CX, consumer durables companies must seize the moment by automating customer service and augmenting their contact centers with AI-powered, industry-specific platforms. Voice-first technology solutions like Voice AI help reshift the gears of customer service in the consumer durables industry.

Users of consumer durable products approach contact centers for a slew of reasons and prefer voice interactions with human agents over texts and IVRs. Besides, voice is the most instinctive and easy form of communication. Voice AI helps tap into customers’ voice conversations to improve contact center performance and guarantee personalization.

Customer support platforms built for typing and texts would be insufficient to articulate customers’ urgency, queries, complaints, and issues. Voice AI platform is built, designed, and optimized for voice conversations at scale for prompt query resolution and better personalization to callers. 

Explore how Voice AI can help you transform Travel and Tourism Companies 

The Digital Voice Agents automate multimodal interactions and take over cognitively repetitive tasks so that human agents can vest attention to addressing complex customer problems. 

9 Benefits of Voice AI for Contact Centers in the Consumer Durables Industry 

 

9 Benefits of Voice AI for Contact Center in Consumer Durable Industry

  1. Automation of Contact Center Operations: The Digital Voice Agent answers tier-1 calls, without the need for a human agent.  The tech stack in Voice AI can enable conversations that are modeled on human interaction. Every time when a Voice AI agent calls customers, it can be optimized to answer all basic questions and handle tier-1 queries. Besides, it can automate repetitive, zero-value tasks like call scheduling, reminders, post-service feedback, and more. 
  2. Round the Clock Support: Traditional 9-5 functioning contact centers don’t fit well with today’s customers’ lifestyles and schedules. Digital Agents are meant to provide 24/7 support and manage customer calls through the unavailability of human agents beyond business hours.  
  3. Call Containment:  Automate calls and improve your self-service function as well as answer tier-I questions without the need of a human agent. The higher the contained calls, the higher the cost savings. 
  4. Scale Up Sales Outreach and Inbound Calls: Voice AI helps take over high-volume tasks that are performed by human agents at less cost and in shorter timelines. The automation helps consumer durables brands cover millions of customers for sales outreach in a matter of few days using fewer agents. Additionally, the platform’s Speech Recognition algorithms and data help autonomously attend to inbound queries, understand customer pain points, and help them feel connected to the brand. 
  5. Personalized Empathetic Conversations: Voice AI’s tech stack allows contact centers to tailor conversations and responses in multiple languages. The semantic understanding of the spoken words, tone of voice, speed, and emotions help capture the intent of the customers to proactively respond with relevant options. Also, Voice AI’s intelligent and instant troubleshooting options for service requests reduce wait time when customers are on hold. 
  6. Reduced AHT: The agents’ tasks can be augmented by Digital Voice Agents that seamlessly plug into contact centers to solve queries with relevant insights and automated options like reminders, notifications, and call authentication, reducing average handling time (AHT) by 30 to 40 percent. This helps agents balance work and avoid burnout during inbound call surges.
  7. Cost Savings:  Contact centers of consumer durables brands can incur operational cost savings up to 35 percent with Voice AI by avoiding additional expenditure for infrastructure upgrades and maintenance and staff training and recruitment. The platform saves resources and time by executing outbound campaigns at scale and accuracy.
  8. Brand Consistency: Brands with a hyperlocal and global presence can streamline contact center operations and standardize their interactions based on their needs. They can customize the Digital Voice Agent to proffer consistent customer experience and service quality. 
  9. CSAT Levels: Brands can tap into the new era of self-service experience and guarantee constant engagement with reminders and notifications. By powering voice-centric interactions that customers cherish and largely resonate with, Voice AI helps consumer durables’ contact centers achieve customer loyalty and satisfaction scores of 4.0+. 

Digital Voice Agents – their Functioning and Benefits 

The Road Ahead 

Expert evidence points that we are in the ‘platinum era of CX’ and headed to a future of more emotionally and personally immersive CX. 

After braving a tumultuous ride of economic slowdown and digital acceleration, the global consumer durables industry is at an inflection point.  This is where technology and thought leadership come together to acknowledge the ‘voice’ of today’s customers through Voice AI.

For more information and free consultation, let’s connect over a quick call, use the chat tool below to schedule an appointment with one of our experts.

How Contact Centers Can Rely on Voice AI To Prepare for a Recession

The U.S. economy has been shrinking, with many experts pointing out that technically we have already entered a recession, as the economy has now contracted for two consecutive quarters. Fears of a recession have dominated most sectors of the economy over the last few months.

The economy is slowing, inflation is high, and the Federal Reserve has been increasing its interest rates, and yet the data suggest that we find ourselves in a more complex and nuanced situation. Unemployment is still very low and the economy has been adding hundreds of thousands of new jobs each month, suggesting that it’s not all doom and gloom.

The latest reports, however, predict there will be a “mild recession” between 2022 and early 2023, with inflation being a major indicator of the direction the economy is headed towards, according to authoritative institutions such as Bank of America and Wells Fargo.

How can your contact center prepare for a recession? How can you rely on technology to future-proof your contact center operations?

How Does a Recession Threaten Contact Center Operations and Customer Service at Large?

It’s impossible to predict what a possible recession will look like. Each past recession has been different, and the best businesses can do is prepare and future-proof their organization across all departments, optimizing their operations and cost-correcting wherever possible.

The possible threats that a recession may pose to your contact center may be:

  • Budget cuts: The overall business may have reduced profits and management might decide to cut costs across various departments. This will leave you to manage the same workload as before, but with less resources, and you might be forced to let go of some of your agents.
  • Increased call volumes: While your funds might decrease, inbound calls and customer queries might actually increase.
  • Chain reaction: As your resources become more limited and you’re unable to offer the same level of customer service as before, the overall customer experience will be affected, causing the loss of customers. This chain-reaction can spark a vicious cycle in which the contact center management may be held responsible for the loss of customers.

5 Steps Contact Centers Can Take To Prepare for a Recession

Optimize All Processes

To make your business recession-proof, the first step is to optimize all of your internal processes and workflows. Analyze the existing processes and the customer journey:

  • Can you identify any pain points?
  • Where are resources missing and where are they abounding?
  • Are there any workflows that can be shortened or reshuffled?
  • Are there any tech tools to add to your stack that can help with any of the issues you’ve identified?

Invest in Customer Self-Service

The existing data on customer service and customer experience indicates that customers expect companies to offer self-service customer care options. 39% of U.S. consumers find it very important to have access to a fully self-serve customer care option available to resolve their issues, according to a report by Emplify.

Self-service customer service allows customers to view, change and cancel their orders, make payments, request information, make a reservation, request technical support, and solve common issues on their own without the need to involve a human agent; this can be done through the company’s website, a mobile application, or an AI-powered Digital Voice Agent.

Invest in Agent Retention

Agent attrition in contact centers tends to be high. The current data suggests that contact centers have at least a 35-40% attrition rate. This trend creates additional expenses, as the business needs to cover recruiting, hiring, and training costs each time an agent leaves their job.

Investing in agent retention is a must for businesses preparing for a recession. You want to keep your agents happy and make sure they don’t feel overly stressed or overwhelmed with calls. If you have to let go of some of your agents, you should adopt a strategy to hold on to the ones you plan to keep. Consider adopting tech solutions that could automate some of the most repetitive and tedious agent workload.

Prepare for Call Fluctuations

As query volume becomes more volatile, contact centers may experience more fluctuations in volume of inbound calls, needing more or less resources depending on the time. Agencies should develop a strong plan to address these scenarios; plan ahead even if you might not be experiencing this issue yet.

Offer an Omnichannel Experience

Customers expect to get assistance and care seamlessly and across an integrated network of touchpoints, devices, and apps. The COVID-19 pandemic has certainly made the importance of digital customer service and omnichannel experiences more prevalent, accelerating a phenomenon that was already taking place.

Recently, the customer service industry has begun focusing on an alternative strategy, focusing on an optichannel or optimal channel CX strategy. Each company must focus on the best channels and apps for their specific customers, products and services. No matter what strategy you adopt, customer experience should be front and center.

How Contact Centers Can Rely on Voice AI To Prepare for a Recession

Adopting technological solutions that can help you automate processes and improve your customer and employee experiences is one of the best ways to future-proof your business, especially as we prepare for a possible recession. For customer service, online chatbots and Voice AI are excellent solutions to consider.

Voice AI consists in the adoption of AI-powered Digital Voice Agents to receive all inbound calls and perform some of your outbound calls; it is becoming more and more popular among businesses and consumers.

The Digital Voice Agent is able to help customers with the most common queries and can reroute the more complex queries to your human agents. When you enable the perfect synergy between human and digital agents, you de-facto adopt an Augmented Voice Intelligence strategy.

In a recession, you not only want to save money, but you also want to ensure you maintain a competitive edge over your competitors. Looking into the adoption of artificial intelligence technologies that can automate your operations is key to securing a competitive advantage.

To learn more about how to modernize your contact center, schedule a call with one of our experts using the chat tool below!

Here’s Why You’re Doing Feedback Collection Wrong

It doesn’t matter what industry you’re in: whether you work in retail, hospitality, banking, or any other industry selling products or services, you know how important it is to gather your customers’ feedback.

Bad customer experience costs companies a lot of money—a study estimated that U.S. companies typically lose $75 billion a year due to poor customer experiences. Therefore, feedback plays an important role.

According to a Microsoft report, almost 4 in 5 consumers (77%) have a more favorable view of brands that ask for and accept customer feedback. In other words, not only customer feedback allows your company to be aware of the Voice of the Customer and make the necessary changes, but it also fosters a positive brand reputation among consumers.

In this article, we’ll go over the most common ways to collect customer feedback and we’ll explore Voice AI as the most innovative, efficient and cost-effective solution for feedback collection.

As you can see in the table above, we’re considering three key factors when analyzing feedback collection methods: response rate, qualitative results (through open-ended questions), scalable and cost-effective.

The Traditional Feedback Collection Methods and Their Drawbacks

Depending on the scope of the survey, there are many different types of feedback a company can seek out, from a very basic 0-10 customer satisfaction (CSAT) survey to a more in-depth, qualitative questionnaire.

Here are the most common feedback collection methods:

Digital Feedback: Email and Text (SMS)

It’s frequent for companies to collect feedback by sending an email or a text message, which usually includes a link to a customer satisfaction survey.

Depending on the type of purchase or service, the timing of these requests may vary. For smaller services, like a food delivery, the request should come right after the service takes place. Instead, for a larger purchase—like a piece of furniture or a kitchen appliance—the company may request the feedback a couple of months after the transaction.

This type of survey is not only quantitative, as it often allows customers to leave their comments and express their feedback in their own words.

The drawbacks: Email and text surveys are notably unpopular among consumers, with low click-through rates. If many customers don’t even open the email, fewer will click on the link, and even fewer will complete the survey. According to MailChimp, the average click-through rate in emails across most industries is only 2.62%.

The purpose of feedback collection is to listen to the voice of the customer and make the appropriate changes to the service and product when needed; but if the feedback you collect is so small in volume, you are likely to base your business decisions on an irrelevant data sample.

Mobile Applications

For mobility services like Uber and food delivery services, it’s easy to request feedback directly from the same mobile application through which users have requested the service itself. As soon as the service is complete, the app can notify the user asking to submit their feedback, which is usually as simple as a 1-5 star rating.

This method, when applicable, ensures a very high response rate. It’s easy and user-friendly, and most customers will be excited to provide their feedback through the app.

The drawbacks: In order to make the feedback collection user-friendly and avoid consuming the user’s time, the feedback collected through mobile apps is usually very simple. A star rating may be a good indicator of the overall customer satisfaction, but it won’t inform the company of the quality of the customer experience on a deeper level.

IVR Phone Survey (Interactive Voice Response)

Many companies use the traditional IVR system to request feedback from customers, either through an outbound call or at the end of an interaction with an agent. A common use of IVR is for a company to automate outbound calls after performing a service, like repairing your car.

IVR is not expensive and easily scalable, but due to its limited technological capabilities, the type of feedback it’s able to collect is very narrow.

For example, an IVR system might ask: “Was your issue or concern resolved? For Yes, press 1, for No, press 2.” Or: “How likely are you to recommend our service to others, from a scale to 1 to 5, 1 being not likely at all, and 5 being very likely?”

The drawbacks: IVR only registers responses as digits, giving you quantitative feedback and not enabling you to get a more complete and complex picture of the customer experience.

Let’s say 34% of your respondents are unhappy with your service and express it in their satisfaction survey; if you don’t know why they are unhappy, there is very little you can do to improve your score.

Dive deeper: The difference between IVR Robocallers and AI-Powered Digital Voice Agents

Phone Interview with Human Agent

Sometimes, a company will employ a number of agents to reach out to customers on the phone and gather their feedback on products and services. This is one of the most in-depth methods for feedback collection, as customers are more likely to engage with the agent and provide detailed feedback about their customer experience.

This type of feedback is more qualitative than quantitative, allowing for more nuance and personalization. Whenever you let your  consumers express themselves freely, you get richer insights. Open-ended questions are therefore very helpful.

The drawbacks: While phone interviews may lead to excellent results, they are expensive, time consuming, and not scalable. You can set up an IVR to call as many customers as you need, but you can’t employ an infinite number of agents to manually call every customer and request in-depth feedback. Therefore, this method is the least practical to implement.

Adopting a Voice AI Solution for Your Feedback Collection Needs

Even Stanford University says it: Speaking is three times faster than typing. Therefore, implementing an intelligent Digital Voice Agent powered by AI to connect with customers over the phone and gather their feedback in a short and friendly conversation is a winning strategy for product and service companies.

Let’s say you want to set up feedback collection outbound calls with Voice AI for a food delivery service. You can easily automate the Voice AI platform to initiate outbound calls to customers about one hour and half after the food has been delivered. The Digital Voice Agent will proceed to ask a couple of questions to the customer; for example, “How was your food?”, “Are you satisfied with our service?”

Another example would be feedback collection after a prospective customer does a test drive at a car dealership. After the customer leaves the dealership, the Digital Voice Agent will reach out and ask: “How was your test ride?”, “What was missing?”

One more example. Many companies selling consumer durables like kitchen appliances, whenever repairs are needed, send technicians from third-party companies. With Voice AI, they can collect feedback on the third-party company to ensure that it has met the needs of the customer.

Thanks to the qualitative and versatile nature of the questions Voice AI can ask, the feedback the company will get is likely to be different for each customer, focusing on different topics and issues. This will allow the company to get a much wider picture of the customer experience.

Voice AI Feedback Analytics

Let’s take it one step further. Not only Voice AI is an excellent solution to gather the feedback, but it’s also an ideal tool to analyze the feedback.

Voice AI solutions like Skit’s Augmented Voice Intelligence Platform can easily aggregate the data and help you identify insights and takeaways that will ultimately lead to data-driven decision-making.

This is the direction the customer experience industry at large is moving towards:

  • Attentively listening to the Voice of the Customer
  • Gathering and aggregating data to gain insights
  • Making data-driven decisions

Learn more: How Voice AI is transforming customer experience

If you want to learn more about Skit.ai’s Augmented Voice Intelligence platform and speak to one of our experts, you can book a demo using the chat tool below.