Voice-based customer service (Alexa, Siri, Google Duplex and Google Assistant, auditory chatbots): Is this the future of customer service, customer support, and the overall customer experience? Certainly some big players think that this form of interaction, which is sometimes known as VUX, short for Voice-Based User Experience, is the coming wave. And Google Duplex, a not-yet-ready-for-prime-time version of Google Assistant that can do outbound calling, has been most recently turning heads and blowing minds, even though it’s admittedly not yet ready for prime time. The future of the customer experience, in other words, belongs to those companies and brands that adapt to the desires of the customer. The channel of customer support that works best for a customer in the morning over breakfast isn’t necessarily the same as what will work for them on a crowded subway heading home that afternoon.

Source: Forbes September 08, 2018 20:55 UTC