TELUS International Survey For National Customer Appreciation Day Reveals Consumer Sentiment About the State of Customer Experience
18 April 2024 - 8:45PM
Business Wire
AI-powered voice technology is redefining
customer interactions; Brands have a small window of opportunity to
be at the forefront of the next iteration of customer
experience
Imagine a world where customers literally didn’t have to lift a
finger to engage with their favorite brands. Many consumers already
use basic voice commands with their phones or home assistants, but
voice tech in the age of GenAI is poised to revolutionize customer
experiences (CX). By replacing texting and click-based navigation
with voice-activated apps that feature the ease and fluidity of
natural conversation, brands have the opportunity to provide
consumers with low-effort and more personalized interactions while
simultaneously driving efficiencies within their CX operations.
Recent insights from a TELUS International (NYSE and TSX: TIXT)
survey, conducted for National Customer Appreciation Day on April
18, highlighted the importance of this opportunity for brands. When
asked if they would rather have a more personalized customer
experience or one that took less time, 62% of survey respondents
chose personalization. But, when survey respondents weren’t limited
to a single response, they said that CX should be more personalized
(44%), faster (44%) and make you want to purchase again (45%). And
although 60% said they would “suffer through'' a bad customer
experience rather than pay one or more paychecks to guarantee a
good customer experience, 55% said that “nothing excuses a bad
customer experience.”
Considering the fact that more than half of survey respondents
(54%) also said they would rather get stuck in a slow-moving
traffic jam than endure a poor customer experience, it is obvious
that consumers want brands to do better. This underscores both an
opportunity and a challenging reality for today’s brands: how to
balance the provision of timely, high-quality, personalized CX
while delivering it in a sustainable, cost-efficient way amid a
challenging macroeconomic environment. This is where AI-powered
voice technology is a game changer.
“Advances in conversational AI and voice technology are
revolutionizing how consumers are interacting with devices and the
world around us. Brands adopting voice tech is about them leading
the charge in a market that values speed, accuracy and above all,
personalization,” said Tobias Dengel, President of WillowTree, a
TELUS International Company. “What better way to show your
appreciation to customers than by incorporating voice-activated and
AI-supported technologies to elevate customer experiences in order
to not only meet, but also anticipate their needs. Businesses have
a small window of opportunity to be among the first to adopt voice
tech and prepare their CX ecosystems for a voice-first future that
will position them to lead the competition for years to come.”
Voice Technology Explained: How It's Changing the Way We
Communicate
Dengel is also the author of “The Sound of the Future: The
Coming Age of Voice Technology,” and asserts that voice-enabled
apps represent "the next big wave [in technology] — as big as the
internet or as big as mobile."
Voice-enabled technology is powered by a few key innovations
that transform how we interact with devices. Voice-enabled
technology leverages automatic speech recognition (ASR), natural
language processing (NLP) and understanding (NLU) to transform
natural speech into machine-readable formats and interpret
underlying meanings. But to be truly effective, voice must be
leveraged with other modalities, such as text and images, across a
single interaction for brands to be able to provide frictionless
digital customer experiences.
Multimodal voice applications and the ability to give voice
prompts could ‘spell’ the end of customers manually searching a
website in favor of verbally describing what they seek. On average,
people speak three times as fast as they can type on a keyboard,
and five times faster than on a mobile device. In action,
voice-enabled apps cut down the time customers spend typing or
clicking by two-thirds. These technologies help make customer
interactions more personal and smoother overall by enabling
customers to communicate in their natural language and receive
thoughtful, tailored responses.
WillowTree, a TELUS International Company, takes a
multidisciplinary approach to voice technology, combining talent
and deep expertise from its award-winning AI, design, strategy, and
engineering teams. See how we can help your organization with our
conversational AI and voice technology consulting.
TELUS International: At the forefront of the AI-fueled CX
revolution
TELUS International recently launched its Fuel iX Beta Program,
a powerful enterprise-grade AI engine that helps companies upgrade
their GenAI pilots to production scale in order to deploy
customized solutions faster, and effectively manage the technology
responsibly. It offers customization flexibility with access to
over 100 large language models, enabling businesses to manage
applications across diverse environments and clouds. To request an
invite to the Fuel iX restricted beta release, submit your request
here.
As part of Fuel iX's consultation component, the GenAI Jumpstart
accelerator program develops AI use cases in eight weeks, rapidly
identifying use cases, building powerful risk mitigation tools and
delivering a bespoke GenAI-powered virtual assistant prototype to
demonstrate the value of AI to your business. For more information
about GenAI Jumpstart, click here.
Survey Methodology:
Findings are based on a Pollfish survey of 1,000 Americans. The
survey ran on March 26, 2024.
About TELUS International
TELUS International (NYSE & TSX: TIXT) designs, builds and
delivers next-generation digital solutions to enhance the customer
experience (CX) for global and disruptive brands. The company’s
services support the full lifecycle of its clients’ digital
transformation journeys, enabling them to more quickly embrace
next-generation digital technologies to deliver better business
outcomes. TELUS International’s integrated solutions span digital
strategy, innovation, consulting and design, IT lifecycle including
managed solutions, intelligent automation and end-to-end AI data
solutions including computer vision capabilities, as well as
omnichannel CX and trust and safety solutions including content
moderation. Fueling all stages of company growth, TELUS
International partners with brands across high growth industry
verticals, including tech and games, communications and media,
eCommerce and fintech, healthcare, and travel and hospitality.
TELUS International’s unique caring culture promotes diversity
and inclusivity through its policies, team member resource groups
and workshops, and equal employment opportunity hiring practices
across the regions where it operates. The company is building
stronger communities and helping those in need through large-scale
volunteer events that have positively impacted the lives of more
than 150,000 citizens around the world and through its five TELUS
International Community Boards that have provided $5.6 million in
funding to grassroots charitable organizations since 2015. Learn
more at: www.telusinternational.com.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240418411983/en/
TELUS International Investor Relations Jason Mayr
ir@telusinternational.com
TELUS International Media Relations Ali Wilson
media.relations@telusinternational.com
TELUS International Cda (NYSE:TIXT)
Historical Stock Chart
From Apr 2024 to May 2024
TELUS International Cda (NYSE:TIXT)
Historical Stock Chart
From May 2023 to May 2024