Skip to main content

How AI will Shape the Future of Voice in CX  

Jess Shea
Jess Shea ISV Partner Manager

Voice has been the primary means of globally communicating with one another ever since the early days of telephony when George Willard Croy became the world's first telephone operator in 1878. 

Like all technological innovations, once the availability of a new solution is widespread, evolution happens quickly; 30 years later, during World War I, the U.S. Army called in the help of the Hello Girls, a team of operators sworn into the U.S. Army Signal Corps to help alleviate logistical pressures in communication across allied countries. Within a year, these women were able to triple the daily number of service calls in France and ultimately, provide seamless communication experiences for the Army.  

It’s safe to say the voice experience has come quite a long way since the earlier part of the 20th century. Gone are the days of switchboard operators, dialing “0” on a payphone to connect to a call, or listening to an IVR menu to figure out which department you want to speak to. Today, AI-powered voices can be found in homes and on the other end of customer service lines across the globe, and the number of AI voice assistants is expected to reach 8 billion by 2023. Whether it’s Siri, Alexa, or Cortana at home, or an AI assistant helping you transfer your call with your medical provider, the way we interact and connect with each other and with companies now goes hand in hand with artificial intelligence.  

Regardless of how far we’ve come and how quickly this has all changed, one thing remains poignantly true: voice is not going anywhere, and companies looking to maintain customer loyalty and increase their Customer Experiences (CX) better remember that. In fact, across multiple countries and demographics, voice is ranked as the #1 preferred method of engagement with companies, according to the Five9 2021 Customer Service Index. Whether that voice is from a virtual agent or human, customers want to  communicate their request verbally, especially for their urgent issues.  

Graphical user interface

Description automatically generated with low confidence 

A voice is as unique as a fingerprint. Accent, tone, pitch, speed, inflection, and intonation all make up the uniquely human qualities in voice. These factors are important for meeting customers’ needs for more human experiences when engaging with a company—even if they are speaking with an AI-powered virtual agent.  

Five9 Intelligent Virtual Agent allows companies to  provide a unique voice experience via self-service. By enabling the creation of extremely lifelike custom voice avatars, synthesized from human voices, IVAs allow companies to truly think about and identify what the voice of their brand is. Think about that for a minute. Companies can now enable their own version of Amazon Alexa or Siri and essentially choose the personality and voice of their brand. This is a game changer in the world of brand differentiation. Customers want to recognize the voice on the other end of the line. They want to  feel like they are in the company of an empathetic, caring individual. This is now possible through AI and automation. 

At Five9, we want to make sure companies understand that voice is at the heart of CX, which is why we’ve teamed up with AT&T to bring the world the AT&T CX Revolution, a concept that emphasizes AI and automation as the path forward for enterprises in a changing landscape where customers demand better, more empathetic experiences. With AT&T’s powerful network capabilities coupled with their innate expertise and experience, businesses can begin building out a lasting voice experience for their customers.  

Gone are the days of connecting through a switchboard or pressing 4 to get to the right department. The era of human-like, AI-powered self-service is here. Only time will tell what the future of the voice experience is, but for now, this is certain: companies that do not take their voice experience seriously will be remembered like the black and white photos of switchboard operators. 

To learn more about AI, automation, and the future of voice, watch our On Demand webinar, The Future of AI, Automation, and the Voice Experience, featuring speakers from Five9, AT&T and GlobalData.  

Jess Shea
Jess Shea ISV Partner Manager

Call 1-800-553-8159 to learn more about Five9