Customers can use several modes to make these inquiries, but the “input” usually starts with voice, which the Voice AI platform is able to understand – and now can do so at a much higher level than with legacy voice technologies. For the “output”, Voice AI can respond to the customer using speech (or text) in a conversational manner that can often take the inquiry through to completion.

In more familiar terms, Voice AI applications are known as digital assistants, automated voice agents, or intelligent chatbots. Customers have been using legacy versions of this for years – think of the traditional IVR – but with today’s AI, the voice experience feels more natural. Furthermore, these applications can understand voice at a much deeper level, by integrating more extensively with back-office systems, leading to better CX outcomes, both with human agents and for self-service.

Once contact center leaders are comfortable with the Voice AI concept, they need to think about it more practically – how it impacts CX. This is what drives business value, and to frame that, here are some leading examples: