In London, contact centers are increasingly adopting artificial intelligence (AI) to address communication challenges posed by accents, particularly affecting older customers who prioritize clear interactions. A report from No Jitter highlights that AI-driven accent-softening tools enhance customer experience (CX) by improving call clarity and reducing the need for repetition, thereby expanding the global talent pool for outsourcing firms. Notably, 47% of customers aged 65 and above identify communication clarity as a top CX factor. Companies like Krisp, Sanas.ai, and Tomato.ai provide innovative solutions that allow agents to maintain natural speech while adjusting accents as needed. This technology not only improves agent performance but also enhances the customer journey, mitigating misunderstandings that lead to dissatisfaction. Furthermore, AI accent management can help retain skilled agents often overlooked due to accent barriers, demonstrating how technology can enrich human communication without replacing it. Overall, this trend fosters a more inclusive and efficient customer service environment.
Source link
