This eye-opening discussion for anyone leveraging AI in CX is a must-see. Catch the full interview here 👉 https://lnkd.in/eGm8xRH3
7 out of 10 people are either frustrated or annoyed with today’s AI voice agents 😱 Respondents say their biggest complaints for human agents are long wait times (39%) and the agent having difficulty understanding accents or speech clarity (39%). In this interview, John Robb, Head of Customer Success at Tenyx and I do a deep dive into how customers perceive AI voice agents today. Here’s what stood out to me most 👇 1) AI systems must focus on more than speed, including understanding pauses, interruptions, and background noise. 2) Latency improvements in AI are important, but sometimes systems may need to slow down for better interaction quality. 3) People are disappointed with the current state of automation, presenting both a problem and creating an opportunity for innovation. 4) Many current automated systems are based on outdated, 10+ year-old technology and customers expect more. 5) Automated solutions and deployment should deliver immediate benefits to both businesses and customers. 6) Technologists must avoid trying to do too much, too soon in AI development. 7) AI deployment should start small and gradually expand to be successful. 8) Striking a balance between innovation and practical application is crucial for successful AI deployment. 9) Consumer frustration likely lies more with outdated, inadequate tech than lack of human touch. 10) Consumers prefer human agents but are frustrated by long wait times and agents’ inability to understand accents. 11) Perfectly functioning automation should connect users to human agents as quickly as possible, and enable humans to be super agents once connected. 12) Effective AI agents should quickly address the top 10 customer queries and deliver needed information fast. 13) Over the next five years, AI will increasingly remember preferences, leading to smoother and more personalized interactions. 14) Fully conversational AI agents will reduce or eliminate wait times, massively improving customer experience. John, thanks for your time and insights 🙏 Full interview here 👉 https://lnkd.in/eGm8xRH3