• Localization and Voice-over Provider for IVR Systems and Other Tech Platforms Conducted a Consumer Survey to Gauge Opinions on Current State of Voice CX

• Of all contact channels, 56% say they have the most success with the telephone for receiving same-day resolutions

In BLEND's recent caller preferences study, nearly 69% of surveyed consumers demonstrate continued reliance on automated phone systems, highlighting the resilience of the voice channel amidst expanding omnichannel support options. The study, conducted by BLEND, sheds light on consumer sentiments toward voice self-service, AI innovations, and audio quality in contact center interactions.

Consumer Behavior Insights

Phone Channel Reliance

The study reveals that:

• 69% of consumers call into automated phone systems several times a month.
• 56% rely on the phone for urgent customer service requiring same-day resolution.
• 53% describe their day-to-day interactions with IVR systems as 'positive' or 'very positive.'

Importance of Audio Quality

Consumers prioritize audio quality, with:

• 78.5% considering the technical audio quality of voice prompts and on-hold music, as well as the sound of the voice talent, 'very important' or 'important' to the customer experience.

Perception of Voice Technology

Human vs. AI Voices

• 60% believe they can distinguish between a 'human' voice recording and a current-gen AI voice on an IVR interaction.

Gender Preferences

• 46% have no gender preference for IVR voice recordings, while 31% prefer female voices.

Insights for Contact Centers

Tim Shoemaker, BLEND's COO of Voice-Over Services, emphasizes:

• The ongoing significance of the telephone in customer experience.
• The importance of high-quality voices and user interfaces.

Leveraging Consumer Feedback

BLEND utilizes consumer feedback to:

• Guide brands in voice casting, scripting, and audio implementation decisions.
• Recommend suitable voice actors or AI voices to enhance customer experiences.

Study Methodology

The survey, conducted in April 2024, involved 250 international consumers of all ages. Participants were invited via email, and responses were collected through an online survey.

BLEND's caller preferences study offers valuable insights into consumer behavior and preferences in contact center interactions. As consumer expectations evolve, contact centers can leverage these findings to optimize their voice-based customer service strategies and enhance overall customer experiences.