Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. Entire service teams are dedicated to keeping down the high costs of phone support by practicing what the industry refers to as deflection, all while customers make their dissatisfaction with the channel clear.
But rapid developments in AI are turning this decades-old model on its head. It may be exactly what contact centers need to not just move on from deflection, but have the confidence to once again encourage customers to call.
