New BLEND Study Finds 78% of Contact Center Professionals Have a Positive Opinion of AI Voice Recordings for IVR Systems
- Localization and Voice-over Provider for IVR Systems and Other Technology Conducted a Corporate Survey to Gauge Opinions on Automated Voice Recordings, Language Support, and AI
- 70% say their organizations receive more support volume for voice than other contact channels
ATLANTA (July 25, 2024) – Nearly 78% of contact center professionals surveyed in BLEND’s corporate voice CX study said they hold a positive opinion of AI voice recordings for IVR systems, while 74% are already using AI and machine learning within their voice platforms.
Additional findings revealed that 75% believe the voice talent used for IVR is important or very important to the brand and customer experience, and that a full 80% hold that their own IVR voice has improved their CX.
BLEND, the leading provider of single-source contact center localization and voice recording services, conducted its corporate survey to gauge professional sentiments toward voice self-service, multilingual CX, and AI innovations.
“While contact centers are constantly expanding the scope of the omnichannel experience, we’re seeing that the voice channel is still massively important to the experts managing customer interactions,” said Tim Shoemaker, BLEND’s COO of Voice-Over Services. “Further, they recognize that voice and UI quality as well as multilingual support are crucial to caller satisfaction and the ability for customers to self-serve.”
More key data from the study:
- 70% said the telephone receives “more” or “much more” volume than other contact channels
- 78% of contact centers offer multilingual support options
- 67% said callers would respond positively to AI voice recordings on their IVR
“BLEND maintains relationships with hundreds of contact center managers, UI designers, IT and telephony engineers, and brand experts,” said Shoemaker. “These findings will help us better focus on improving and developing CX-focused voice and language services including expert voice actors, lifelike AI voices, and single-source contact center localization.”
Study Methodology
The survey was conducted by BLEND in April 2024 among 175 contact center professionals using an email invitation and online survey.
For a full breakdown of survey findings, click here.
About BLEND
As an end-to-end multimarket enabler, BLEND empowers global brands to establish a native presence in fundamentally different markets, worldwide. By harnessing the power of AI-driven technologies and a global community of language experts and voice talents, BLEND delivers complex, continuous localization at scale. Alongside its enterprise-grade, managed localization platform, BLEND also provides self-service, on-demand translation services via BLEND Express and world-class voice services through BLEND Voice.
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