The Challenge

Customer experience is overtaking price and product as the key brand differentiator for businesses around the world. Today, an outstanding customer experience is essential to the success of any customer-facing business. Gartner predicts that by 2022, 70% of customer interactions will involve emerging technologies such as machine learning (ML) applications, chatbots and mobile messaging. This is up from 15% in 2018 and will make the customer experience more human, not less. Role-based assistants will significantly improve interactions with employees, customers and partners, while allowing humans to focus on more complex and higher-value tasks that customers value.

Create Engaging and Memorable Experiences

When it comes to improving customer experience, voice is key. Speech is the most intuitive medium through which humans prefer to communicate. We are indeed conversational creatures. Our speech conveys our ideas, our emotion, and our personality. ReadSpeaker has been leading the way in text-to-speech for over two decades, delivering high-quality, lifelike voices for AI-driven conversational applications, IVR and embedded applications. ReadSpeaker’s range of ready-to-use, expressive synthetic voices work seamlessly with Speechmatics’ highly accurate any-context speech recognition technology to make customer-facing applications engaging and memorable for all audiences.

Speechmatics’ any-context speech recognition technology enables organizations to unlock their voice data at scale. By transcribing voice data into a text-based format, businesses are then able to derive meaning and insight from voice data, whether it be for improved customer experiences, agent training or for regulatory purposes.

Improve Customer Engagement

With Speechmatics’ any-context speech recognition technology and ReadSpeaker’s text-to-speech capability, brands are creating end-to-end customer experiences. Using speech can significantly improve the customer experience beyond what is seen today. Combining text-to-speech with speech-to-text to transcribe interactions for real-time prompts or post-analysis, brands can get a 360-degree view of every interaction and begin to improve and optimize their customer experience.

Utilizing these automated technologies enables businesses to offer their customers a 360-degree experience. At the beginning of a customer interaction, businesses can use text-to-speech for synthetic agents to make the customer experience more memorable, personalized and engaging. When the customer starts speaking with an agent, speech-to-text provides the ability to automatically transcribe the call either in real-time or after the event. The transcript can be analyzed to improve the experience, resolve disputes quickly or for agent training.

Deliver Personalized Interactions

Tom Rimmer, Senior Executive, Speechmatics said:

“With consumers demanding instantly available, personalized services, AI-powered solutions that use both text-to-speech and speech-to-text enable brands to dramatically improve the customer experience, making it is both engaging and efficient.”

“These are innovative, scalable solutions that cater to consumers’ changing needs, and are not only essential for enhancing brand perception and loyalty – but enable organizations to take the customer experience to the next level while containing costs.”

Please contact the ReadSpeaker team to discuss how lifelike digital voices can enhance your CX solutions.