In an era of social, digital, face-to-face and online communication – much is changing. There is an increasing amount of channels for customer communication and a desire for more meaningful interaction by brands who are turning to visions like Intelligent CX to manage this complex experience.
But across many of these channels there’s still a role for ‘good old’ voice. Whether it’s for an escalation, or a crucial complementary element for a complex conversation, the primacy of voice can’t be beaten for trust, reassurance and authenticity. Whether for in-app or video call – voice lives on.
The challenge for AT&T was how to lead the conversation with voice, in an era of AI, chatbots and growing focus on social.