Zendesk’s regional VP, Kellie Hackney, emphasizes a resurgence of voice communication in Australian retail as customer expectations evolve alongside advancements in AI. Despite the rise of digital channels for routine inquiries, 60% of consumers prefer voice for complex issues, seeking speed and clarity, particularly during emotional interactions like returns and complaints. Recently, Zendesk launched its Voice AI Agents, designed for real-time, natural assistance that minimizes wait times and resolves issues directly. With early access underway, this AI technology aims to reduce call surges during peak periods and seamlessly escalate to human agents when necessary. Collaborating with retailers such as The Iconic and Lush, Zendesk’s AI capabilities have already improved productivity and savings significantly. By enhancing communication through voice, video, and chat, Zendesk aims to elevate customer service quality, a crucial factor in consumer loyalty amidst rising cost-of-living pressures, reinforcing that top-tier customer support is vital for building lasting relationships.
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