Christine Feeney

AI technology is advancing rapidly, and so are customer expectations. In fact, 88% of customers feel that the experience provided is as important as the product or service itself. Which is why boosting service efficiency and customer satisfaction is quickly climbing to the top of most businesses’ to-do list. Text-to-speech (TTS) and Interactive Voice Response (IVR) technologies are emerging as key players in the contact center software space. By enhancing customer interactions, they deliver quick and personalized responses while cutting costs and improving the overall customer experience. What is Text-to-Speech? In basic terms, Text-to-Speech (TTS) turns written text into spoken word. Simple, right? Well, there’s a little more to it than that. TTS is an AI technology built to automate voice interactions and increase accessibility by reading out messages to a caller. It’s basically a smart software that uses AI and algorithms to translate written prompts into spoken words without the need for a live agent, and can integrate with third-party systems, allowing multiple softwares to communicate with each other. But the real magic happens when TTS is integrated with IVR technology to create a system that automates communication between callers and customer service, which is more dynamic and interactive than TTS alone. Together, text-to-speech and IVR systems are the dream team: they improve responsiveness and give customers a more tailored experience. And with the majority of customers preferring personalized service , it’s an AI system that all businesses should be investing in. But how does it actually function in contact centers? The Role of Text-to-Speech in Contact Centers Technology isn’t perfect; despite most processes being automated in today’s world, there’s still plenty of room for computer error. And as digitization continues to gain traction, customer service faces even higher contact volumes. But with text-to-speech automating more routine interactions, these higher call volumes can be managed much more efficiently. Things like account details, order statuses and answers to FAQs can be handled quickly and easily by TTS-empowered IVR, freeing live agents up for more complex issues. What’s more, many businesses operate across multiple markets and need multilingual agents present in various time zones. TTS can greatly reduce, or even eliminate altogether, the need for native speaking agents: it can convert text to speech in numerous different languages, effectively localizing customer service in many international markets. There are a few other technologies related to TTS that deserve a closer look, such as IVR and API. IVR Systems IVR systems involve pre-recorded messages that prompt the caller to choose from a list of menu options by using a dual-tone multi-frequency (DTMF) . TTS-enhanced IVR systems, on the other hand, can customize interactions with better, more enriched responses. So, how does it work? Put simply, when someone calls customer service, they’ll hear a pre-recorded message telling them to choose from a list of options. They’ll then be routed to the correct department, after having entered their account details, reason for calling or any other information that can speed things up. We all know the struggle of being stuck on the phone for hours, being passed to different departments and having to explain the problem to multiple different people. With IVR, you’re connected with the right person quickly and easily; and your customer service team will thank you for the minimized workload! And not to forget the hidden bonus: nearly three quarters of CX agents can be at risk of burnout, so automating a good chunk of their interactions can cut out much of the stressful aspects of the job. Happier employees = happier customers! Benefits of Text-to-Speech in Contact Centers From personalized customer interactions to scaling operations, TTS is revolutionizing the way contact centers work. Here’s a rundown of some of the key benefits: #1 Personalization Tailored responses are a main benefit of Text-to-Speech softwares, as they provide a much more personal experience for the customer that can be adapted to suit their needs, making the whole interaction way more human. And human-ness is exactly what makes customers feel more heard. On top of that, TTS doesn’t struggle with language barriers like humans sometimes do: it can adapt to any language, meaning customer service can reach a much wider audience. The increased inclusivity and accessibility can even help to expand market reach, and boost the company’s international presence. #2 Scalability As a company grows, the amount of human capital needed will also grow. Dealing with a high volume of inbound calls can be intense for agents, especially during product launches, rebranding or market fluctuations. Contact centers can even offer 24/7 service to handle out-of-hours issues, an invaluable asset for businesses operating across the world. And to further ease the burden on agents, TTS can not only respond to thousands of queries at any one time, but personalize them to each individual customer. For human agents alone, with a large queue of customers waiting to be served, personalization might take too long. But TTS can do it for them, simultaneously making the agents’ job easier, and the customers’ experience better. #3 Increased Productivity Dealing with repetitive tasks like greetings, data collection and information retrieval can be one of the more challenging aspects of customer service. Monotonous tasks can make anyone’s attention drop, and it might take more than just one cup of coffee to get through the lull. With AI managing the bulk of the simpler queries, agents are freed up for more complicated or difficult issues. They can manage their time better and remain focused, without having to worry about burning out or becoming overwhelmed. And the agent isn’t the only beneficiary: customers don’t have to spend hours upon hours waiting in a queue to speak to a human (which, let’s face it, we’ve all had to do at one point or another). If their query is simple enough, their issue can be solved on the spot by the TTS-enhanced IVR system. And, if needed, they can be transferred to a live agent who’s much more likely to be available. #4 Cost savings Needing round-the-clock customer service agents certainly isn’t cheap. It goes without saying that more staff means higher cost, and for cross-border companies operating in multiple markets, these costs increase tenfold. TTS can make it possible to have smaller teams and can even contribute to more stable spending. Call volumes can differ throughout the year depending on a variety of both economic and business factors, so reducing fluctuations in operational costs makes TTS the more consistent option. Implementing Text-to-Speech at Your Contact Center We’ve seen how TTS can drastically change operational efficiency at contact centers, but where do you start with implementation? It’s easier than you think, we promise. We’ve put together a step-by-step guide on how you can integrate TTS at your contact center to ensure smooth sailing. 5 easy steps for implementing TTS #1 Start with the Basics Evaluating the specific needs and goals of your contact center is the easiest place to start: what aspect of your customer service are you hoping to change? Are you more interested in automating responses or providing 24/7 service? Do you need more multilingual customer support? Figuring out your direction and having your goals in mind will help shape your decision-making process and guide you towards finding the right solution. #2 Pick the right system for your business With your business goals in mind, research is the key to finding the right solution for your company. Consider quantitative aspects like scalability, cost or ease of use, and qualitative features such as voice, language support, and integration capabilities. Once you’ve established your roadmap, narrow down your selection to the providers that suit your needs the best. #3 Integrate the system with your existing solutions Once you’ve chosen your provider, working with your IT team to integrate the new solution into your current system is crucial. Making sure that it operates properly with your CRM, IVR or any other communication platforms will prevent disruptions or problems down the line. And customizing it to your brand so it aligns with your communication style will make everything more consistent from the outset. #4 Test it before it goes live The scariest part about using new systems is not knowing when and if something will go wrong. Testing it out beforehand for multiple different types of scenarios, language options and volumes of queries can allow you to fine-tune anything that might not be operating as smoothly as you’d like. #5 Monitor Call Flow performance Automating communications to cut down on the amount of calls agents have to take is a great step in the right direction, but continuous assessment of how the new software is doing is an integral step in using it successfully. Take note of any common issues that occur: maybe your IVR menu could be edited to include more options that customers are looking for. Implementing a new software means constantly checking on its performance against what’s working and what’s not. What’s on the Horizon for Text-to-Speech Technology? Technology continues to push boundaries and TTS is no exception. It’s becoming more versatile, more human and more personalized. It can respond in real-time, handle queries like a live agent and doesn’t have the energy or time zone limitations of a human. Looking forward to the future, the possibilities are endless for where TTS can go, but there are some areas where it’s already starting to make big waves: LLMs and Machine Learning Large language models (LLMs) are AI programs that are trained on huge sets of data to analyze and interpret human language. They use machine learning to understand on a complex level how characters, words and sentences function as a whole, and can distinguish between different content without the need for human intervention. LLMs have the ability to transform TTS by enhancing generated speech, making it more natural and human, and improving its emotional response. It can convey various tones of voice and interpret the customers’, tailoring its responses based on their mood. Customers can feel like they’re talking to a human without actually needing to. Voice Cloning and Customization Voice cloning, unlike TTS, mimics the real, unique qualities of a person’s voice and synthesizes speech from it. With only a short audio clip, AI can take the nuances, tones and cadences of a specific person’s voice and turn it into a customizable voice simulation. Businesses can have unique voices that match their style, audience and brand. They can leverage their creativity and provide more unique interactions for customers. Multilingual support As TTS expands with advancements in machine learning, its linguistic abilities are growing rapidly. They have a broader spectrum of language coverage, supporting multiple dialects and improving accessibility and inclusivity across the world. They’re also getting better at dealing with different accents: algorithms can surpass the common issue of hard-to-understand regional accents, providing more natural-sounding speech no matter the linguistic variation. A Final Word Text-to-speech and IVR technologies are slowly becoming a must-have in contact centers. From personalization and scalability, to increased productivity and cost savings, it’s the solution agents have been looking for. Voiso’s Call Flow Builder feature can change the way your customers interact with your business: Intelligent routing to connect your callers with the right agents Fully synced communication channels for a streamlined experience Integration with CRMs for real-time data reception Customer IVR menus to enable self-service and easy navigation Centralized operations in one easy-to-use interface Talk to us today and see how Voiso can level-up your customer service.

Christine Feeney

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