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AI Voices for Call Centers: Augment Your Conversations with Voice Synthesis

Nov 4, 2022 6:44:21 AM

While chatbots surged in popularity for companies looking to cut down on the costs and liabilities associated with customer service inquiries, customers still preferred to reach customer representatives by phone. Real voices create a sense of trust between a brand and its customers. 

Call center software has evolved to accommodate this preference, offering advanced features for efficiently managing incoming calls and ensuring seamless interactions between customers and representatives.

Streamlining the customer support pipeline means lowering waiting times and correctly directing every call. Before AI and voice synthesis, call centers utilized static messages that guided their customers to a designated specialist that could address their issues. The only problem was that customers had to navigate the many sections of an automated pipeline before they got to a real human, often longing for the personal touch of speaking directly with call center agents.

However, sounding human is much more helpful than a standard robotic voice that has been known to make dissatisfied customers hot under the collar when attempting to get a real response. In today’s read, let’s find out how AI voices for call centers can change customer support and boost loyalty.

Voice synthesis or robotic voices?

Speech style matters. Traditional customer support includes emails, phone calls, and text messages. But this market has been disrupted by the adoption of voice-based assistants, social media, and messengers. This has spurred a paradigm shift in customer behavior and the need for omnichannel customer support regardless of device. 

According to recent research by Accenture, customers still prefer live interactions when seeking support for any urgent or complex issue. To be precise, 58% of customers go for phone support. All things considered, voice channels are still one of the most effective means to communicate with clients and solve their problems because one can ask more questions and explain their situation more clearly.

And while call centers need humans to handle every issue, each call center agent can only handle a limited number of queries. Scaling up to meet the demands means hiring more people, which is neither easy nor cheap, especially in the middle of a global talent shortage. According to Korn Ferry, more than 85 million jobs could go unfilled due to a lack of skilled professionals. 

Voice AI technology can help bridge this gap by automating routine tasks and providing assistance to call center agents, increasing efficiency and productivity.

With AI voices for call centers, businesses can introduce next-gen customer support, ensure a better customer experience, and build long-term relationships. Where conversational AI bots don’t sound like real humans, voice synthesis software allows for fully mimicking an individual’s voice. Regardless of the platform, the voice of your customer support could remain the same by utilizing a voice changer to ensure consistency across all channels, enhancing brand recognition and customer experience.

In addition to meeting customer expectations and shifting customer behaviors, there are other factors that drive businesses to utilize AI voice generator technology, including:

  • Saved time
  • Improved real-time accessibility 
  • Increased efficiency
  • Reduced customer acquisition costs
  • Effective handling of customer queries
  • Reduced customer complaints 

Do you remember the 2018 movie Sorry to Bother You, where a Black man changes his black voice to a white one to boost sales at his call center job? Yep, AI voices can combat bias, accent translation, and streamline communication. 

Thanks to voice synthesis, call center operators can sound like locals. By sounding like the people they’re serving over the phone, customers get the help they expect. 

Accents are a real and constant hurdle for millions of operators, especially in India and the Philippines. With speech-to-speech voice synthesis, the same person is able to sound completely different in a way that is barely possible to distinguish from the accents of people living in Brooklyn or speaking posh English. Implementing call center AI not only improves communication efficiency but also enhances customer satisfaction by providing a seamless and personalized experience.

Voice synthesis for call centers with Respeecher 

Respeecher is an AI-powered algorithm for voice cloning. It allows for mimicking and conveying all the nuances of a particular voice, including tone, accent, and emotions. Respeecher has multiple applications, from film dubbing to empowering people with voice problems. Voice synthesis can be divided into:

  • Text-to-speech voice synthesis (TTS)
  • Speech-to-speech voice synthesis (STS)

A TTS voice synthesis algorithm mimics human speech based on the text. In most cases, TTS is used to create voice robots. This approach saves time and reduces costs by automatically generating voice recordings (no re-recording necessary) every time a script is changed. 

TTS can read every piece of text that resembles a real human speaking. However, users will still be able to distinguish that it’s a robot speaking.  

STS voice synthesis allows for modifying a voice and overlaying it with another voice that you can pick up from our voice marketplace. You can also upload your own recording. STS allows for synthesizing iconic voices of the past and even removing or adding accents. Implementing the appropriate speech style is crucial for achieving authenticity and effectiveness in voice synthesis applications.

With Respeecher, you can power up your call center with human-like voices and sprinkle new content like accents for a seamless experience. Add, remove, or replace any speech or accent with ease using Respeecher's voice changer feature.

Today, AI voices can match a wide range of emotions, speaking styles, and non-speech vocalizations. Integrating voice AI into your systems can enhance the versatility and authenticity of your voice-based applications. To experience how Respeecher conveys different emotions and speech styles, check this video

Not sure if Respeecher can satisfy your needs? Test it yourself for three days before signing up. Reach out to discuss the details. We look forward to hearing from you.

Image of Vova Ovsiienko
Vova Ovsiienko

Business Development Executive

With a rich background in strategic partnerships and technology-driven solutions, Vova handles business development initiatives at Respeecher. His expertise in identifying and cultivating key relationships has been instrumental in expanding Respeecher's global reach in voice AI technology.

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