Automated voices are impersonal and can negatively impact your customer service and the user experience you hope to provide to your customers.
"Human voice can convey a level of emotion and authenticity that automated voice cannot, which, when paired with highly personalized messaging, truly optimizes the customer's experience with your brand," said Tara Kelly, CEO of SPLICE.
Furthermore, using the same voice that other companies are employing will prevent you from making a positive, lasting impact on your consumers. Here are three tips for creating a more humanized automated voice system.
1. Be emotionally relevant.
Each customer concern should be handled with consideration. Hearing the same voice for entirely different issues will cause customers to feel less valued and cared for.
"If you're trying to deliver customer experience excellence, you can't remove the human element from the equation," said Kelly.
The tone of the message should depend on the situation. For example, Kelly added, if a customer has been in a car accident, the tone should be much different than when handling concerns about credit card payments. Tools like SPLICE allow you to change your voice system's tone.
2. Be company-specific.
According to Kelly, there are about 25,000 services and counting available on Amazon Echo. Don't use the same voice system that every other business uses.
"We believe that unless your brand is Amazon, your voice should not be Alexa," said Kelly.
If you want to set yourself aside from others in your industry, you need to be company-specific. Choose a voice that best represents your brand and its products and services.
"Making certain that your voice matches your branding is essential," said Kelly. "Think about how many things influence a company's brand – not just signage and promotions and floorplans, but even the smells and sounds experienced."
Think about how other brands appeal to your senses to play into customer experience. For instance, Abercrombie & Fitch uses their signature cologne and dark lighting to lure a younger crowd, their target audience, into their stores.
"Voice works the same way," she said. "Finding the right voice, and using the right tone is essential. And leaving that to a cold, robotic voice generator is simply not going to humanize the experience for your customers."
3. Consider your demographic.
Cater your tone to each demographic to get the best customer service results. Is your audience predominately female? How old are they? What message are you trying to relay? The answers to these questions are crucial to consider when forming your voice system.
"It's important to consider the demographics being targeted with your message," said Kelly. "Interestingly, highly-female demographics tend to prefer male voices. The accent of the voice talent should be appropriate for the location being targeted – and, of course, the tone must be emotionally relevant to the message being communicated."