The Future of Conversational AI and Voice Assistants

The rise of AI over the past 12 months has opened a world of possibilities for brands looking to engage with their customers in new and exciting ways. And with these AI-powered tools anticipated to develop significantly in the coming years, it’s no exaggeration to say that we’re on the cusp of a customer service revolution. In fact, it’s already underway.

Most forward-thinking companies have already integrated a live chat tool for website visitors. Moving forward there will be a growing demand for conversational AI and voice assistants that can enhance the customer experience even further. More and more customers are becoming comfortable with using voice assistant features — according to one study, some 50% of adults already regularly use voice assistants, and that’s a percentage that increases each year.

We’ve not yet reached the end point for voice bots. So, what sort of trends can we expect to see in the coming years? We’ll look at some of the most talked-about predictions, as well as analyse how they may impact the experience of both the customer and the brand.

A Personal Touch

Personalisation goes a long way towards enhancing a customer’s view of a brand and boosting engagement. Long ago, studies found that customers were much more likely to open a marketing email if their name appeared in the subject line. This approach will be incorporated into voice assistants on a deeper level, stretching far beyond the inclusion of the customer’s name.

The leading live chat for website providers already allows for a much greater level of personalised communication, allowing customer service agents to easily access the customer’s key details. As we move into the voice-assistant future, these handy tools will be able to offer proactive and reactive personalised communication, helping to strengthen brand loyalty.

Increased Focus on Security

The realm of data security has progressed significantly in recent years, though it has been somewhat lacking in the voice assistant arena. Many consumers — some 41% according to a report by Microsoft — have shied away from using voice assistants due to concerns surrounding the privacy of their data. This was likely in response to some well-documented data fumbles, in which user information was collected unintentionally.

With a greater emphasis on data collection and security, the voice assistant industry is working to ensure that data security is as robust as it is for text-transmitted communications.

Sophisticated AI-Driven Calls

In the past decade, many companies have eliminated in-person customer call centres in favour of chat-based communications, which were friendlier from a budget and productivity perspective. Yet, while the vast majority of customers found that a live chat feature could handle most queries, there remained instances when having access to a phone number was preferable.

Moving forward, we expect to see companies offer AI-driven call agents, which will be able to answer the same level of questions as chat-based AI tools. This software will also be able to collect vital customer information and measure key metrics, giving companies access to large quantities of usable data that can be used to drive strategic decisions.

In other instances, AI tools may replace entry-level call staff, helping to screen customers before passing them on to the relevant department, such as billing, sales, and support. Think of it as a more advanced version of the automated ‘Press 1 for X, 2 for Y, and 3 for Z’ option currently utilised by companies.

Brands may also use outbound AI-driven calls to provide customer reminders and updates. For example, an automated, human-sounding call may be made to patients to remind them of an upcoming appointment.

Three Obstacles to Overcome

The future of conversational AI and voice assistants is bright, but there’s still some work to be done before the dream is fully realised. There are a number of issues that must be addressed before the technology becomes as widespread as the live chat bot. Some of the most pressing obstacles include:

User Adoption

Studies suggest that a significant portion of adults are comfortable using AI voice assistants, but use is not equally distributed across all demographics. According to one report, the technology is more likely to be used by those aged 55 and above than by Millennial and Gen Z consumers. Similarly, more must be done to encourage the public to use voice assistants for more complex tasks. Currently, most people who report using the technology do so for simple tasks such as playing music (Think of: “Alexa, play [song].”

Security Issues

Text-based communications have gone through a security revolution that offers high levels of encryption. The same has not yet happened across the board in the voice assistant world. To increase adoption, the industry must find ways to enhance security while also offering full functionality. In Europe, GDPR standards must be followed, but this is currently technologically and labour-intensive.

Brand Engagement

Incorporating conversational AI and voice assistant technology is a positive strategic move for brands, but it can’t do all the work. To get the most from the tools, organisations must find ways to personalise their communication channels in line with their overall branding and to retain their tone of voice. Working with providers that offer personalisation is key to enhancing brand engagement.

Final Thoughts

After many years of promise, AI has finally arrived — and its journey has only just begun. The dynamic field is in a state of constant innovation, and while the above predictions are already in the works, there’s no telling what AI-driven voice assistants may be capable of five or ten years down the line.

Companies can get a head start on delivering world-leading customer service in the future by staying up to date with the latest tools and practices. Here at Click4Assistance, we’ve been providing UK businesses with industry-leading communication tools that strengthen communications and enhance customer service levels. Offering advanced chatbots that integrate with a virtually endless number of instant messaging systems, we make it as easy as possible for brands to get started with AI-driven customer service, all for as little as 99p a day.