Implementing Voice Commerce

🛑 𝗗𝗼𝗻’𝘁 𝗙𝗹𝘆 𝗕𝗹𝗶𝗻𝗱: 𝗨𝘀𝗲 𝗔𝗜 𝘁𝗼 𝗞𝗻𝗼𝘄 𝗬𝗼𝘂𝗿 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 Having trouble keeping pace with your customers' desires and needs? If you're not leveraging real-time data on customer behavior and preferences, you're essentially flying blind. 💥 This lack of insight can cripple your marketing and sales efforts, leading to ineffective customer engagements and stunted sales growth. Here’s where Voice AI steps in as a powerful ally: ❇️ Real-Time Data Collection: Implement Voice AI to engage with customers directly. This technology collects essential data on preferences, concerns, and feedback as the conversation happens. ❇️ Instant Feedback Loop: Set up your Voice AI to provide real-time feedback to your marketing and sales teams. This means they can pivot and adjust strategies instantly, enhancing the effectiveness of your campaigns on the fly. ❇️ Real-Time Alert System: Integrate a real-time alert system within your Voice AI setup. This can notify team members immediately when it detects key customer triggers, like expressions of dissatisfaction or excitement, prompting swift and appropriate action. By integrating these strategies, you'll not only meet but exceed customer expectations, enhancing engagement and driving sales. How are you leveraging technology to stay on top of customer preferences? Share your strategies below! #innovation #digitalmarketing #technology #bigdata #entrepreneurship #voiceai

Dear Brand Leaders, Voice AI agents are here. Great news for customers, but making decisions for your business can be a complex process. Identifying the RIGHT partner isn't always easy. Here's what I recommend... Based on my experience as a buyer of emerging technologies, speaking at many events, meeting vendors, and hearing their roadmaps, ask solution providers the following questions: ⁣ ①Can the technology instantly access a customer's full history across all systems, so our team has the necessary information, and customers never need to repeat themselves? ② Does it track tone, sentiment, and emotion during every interaction, so our teams can detect frustration early and adjust in real time? ③ Can we measure the impact on resolution time, customer effort, and employee experience to improve results? I’m sharing 10 more must-ask questions in my upcoming blog article. (👇link in comments) ⁣ Most importantly....No silo decision making! To create exceptional Customer eXperiences, bring cross-functional teams together from the start and define the requirements collaboratively. ✓Your IT friends know what the systems can and can’t do. ✓Your operations team knows where the process breaks. ✓Your marketing team protects the brand promise. ✓Your CX and frontline teams know where customers get angry. Approaching this non-negotiable is crucial; otherwise, you'll spend more in the long run and risk losing the very people you aim to serve. ⁣ That's Doing CX Right®. ❤️Stacy⁣ Doing CX Right®‬ #VoiceAI #CustomerExperience #DigitalTransformation⁣

Can a virtual assistant truly transform how we interact with technology? Join me as I welcome Alan Bekker, PhD, CEO of eSelf.AI, a visionary in the AI space. From his early days in machine learning to founding Voka, a pioneering voice bot company later acquired by Snapchat, Alan’s journey is packed with insights. In this episode, we explore how #AI is reshaping customer interactions through multilingual, human-like virtual assistants. Alan shares practical strategies for integrating AI into businesses, overcoming user adoption challenges, and optimizing for fast ROI. 🔹 The rise of AI-powered voice & visual agents 🔹 How AI integrates seamlessly with existing business systems 🔹 Multilingual capabilities driving better customer interactions 🔹 Visual engagement as a game-changer for communication 🔹 Common pitfalls when implementing AI solutions 🔹 Future trends in AI adoption We dive into eSelf.AI’s ground breaking face-to-face visual conversational AI engine, which is revolutionizing industries by providing real-time, multilingual AI agents. Alan also introduces eService's ESOF, a cutting-edge product redefining customer engagement by merging AI with business systems. Imagine custom AI agents offering 24/7 multilingual support, seamlessly integrated with CRMs for real-time insights. Beyond technology, we also explore the ethical challenges of human-like AI interactions and why visual engagement is key to creating natural, intuitive experiences. From streamlining transactions to crafting next-level customer journeys, eSelf.AI’s innovations are setting new standards in AI-driven service. Don’t miss this conversation on the future of AI-powered customer interactions! #AI #CustomerExperience #ConversationalAI #VirtualAssistants #BusinessInnovation

Missed calls lead to customer frustration and lost revenue. Voice AI changes this. With voice AI, these missed opportunities can be transformed  into meaningful conversations that build loyalty and drive growth. On the latest The Modern Customer Podcast, I had a conversation with Carson Hostetter, EVP & GM of AI + CX at RingCentral, about how companies are using voice AI to: ✅ Replace outdated IVR menus with human-like dialogue ✅ Protect revenue by ensuring no call is missed ✅ Turn conversations into proactive customer service and business growth Carson knows the stakes. As RingCentral’s former CRO, he helped grow ARR from $1.4B to $2.4B and scaled its enterprise business from $5M to $500M. Now, he’s applying that same growth mindset to AI. 👉 Listen to the full episode and discover how companies are already turning calls into ROI with voice AI. This episode of The Modern Customer Podcast is sponsored by RingCentral.

Customer conversations are full of signals. The trick is knowing where to look. Voice data gives teams a clearer view into what customers need and how they’re feeling. When you can spot patterns in those conversations, it gets a lot easier to respond faster, coach more effectively, and deliver a more consistent experience. Here are three insights we’ve seen really move the needle for our customers: 🔹 Why customers are calling: Understanding common call drivers helps you anticipate needs, improve self-service, and reduce repeat issues. 🔹 Which moments carry risk: Things like escalations, interruptions, or sudden tone shifts can point to where customers might be getting stuck or frustrated. 🔹 Where to focus coaching efforts: Voice data can highlight exactly where reps need support, whether it’s navigating objections, adjusting tone, or wrapping things up with confidence. If you had a clearer view into your voice data, what insights would you want to uncover first?

Imagine snapping a photo of a jacket you love, asking your phone where to buy it, and getting instant results. No typing, no scrolling—just seamless shopping. This “shopping nirvana” is becoming a reality as image recognition, voice search, and AI-powered natural language understanding converge: ● Visual search. Snap a photo, find similar products instantly. Example: Syte and ViSenze enable retailers to power visual search in e-commerce ● Voice shopping. Say what you need, and AI finds the perfect match. Example: Walmart and Amazon are refining voice-assisted shopping ● AI-powered recommendations. Ask an AI assistant what to wear to a wedding, and it builds an outfit for you. Example: Meta’s Ray-Ban smart glasses analyze real-world objects and suggest purchases ● Real-time translation & personalized search. Speak in any language, and AI ensures results match your needs. Example: Google Lens translates product descriptions instantly For #ecommerce and retail, this means fewer barriers, better personalization, and faster conversions. Shoppers get what they want, how they want, instantly. [Insights from Coresight Research] How do you see these innovations shaping online and in-store shopping? Let’s discuss! #shopify

8x. That’s how much Voice AI funding has surged Not 2x. Not 4x. Eight. Why? Because companies are no longer asking, “How do we automate customer service?” They’re asking, “How do we make it feel human again?” Voice is the interface people trust. It’s how we connect, explain, persuade. And now it’s programmable. Startups building voice agents are closing rounds. Enterprises are rolling out AI voice assistants across call centers, drive-thrus, and internal ops. Companies like: • Yum! Brands. • Jersey Mike’s. • Allina Health. Already in market. Already scaling. This isn't an edge-tech trend. It's a customer expectation shift. If you’re building anything in customer experience, sales, healthcare, retail, or support: Now’s the time to explore: • Voice-first UX for high-volume requests. • Human-sounding agents that never sleep. • Seamless, ambient voice layers to reduce friction. But here’s the rub: • Voice builds trust fast, but and loses it even faster. • Get it wrong, and customers walk. • Get it right, and you build something unforgettable. So don’t ignore this. Experiment. Prototype. Listen. The next wave of competitive advantage won’t come from typing. It’ll come from how well your product sounds. ----------------------- Follow me Josh for more. #𝗮𝗶 #𝗮𝗿𝘁𝗶𝗳𝗶𝗰𝗶𝗮𝗹𝗶𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 #𝘁𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆 #𝗶𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻

Threat of Voice-Deep Fake Scams in Banking Banks grapple with a new and growing cybersecurity challenge: voice-deepfake scams. These scams use AI to create eerily convincing voice imitations, endangering customer safety and financial institutions. While quantifying the issue's extent is challenging, voice-deep fake scams are on the rise, with scammers continuously refining their tactics. Here's how to detect and combat these frauds: The Escalating Threat: Voice-deep fake scams are becoming more sophisticated thanks to rapid AI advancements. Scammers use stolen customer data and leverage affordable AI tools and abundant online voice recordings to craft convincing impersonations of customers and bank staff. Some fraud attempts are spotted, but evolving technology and tactics remain a concern. Detection Measures Voice Biometrics: Use voice biometric systems for customer identity confirmation. These systems rely on unique voice traits that deepfake tech struggles to replicate. Behavioural Analysis: Watch for unusual behavior patterns. A sudden voice change or speech shift may signal a deep-fake attack. Verification Questions: Add security questions in customer interactions for identity verification, deterring deepfake attempts. Real-time Voice Analysis: Employ AI voice analysis tools to assess speaker authenticity. These tools spot inconsistencies, hesitation, or emotional cues that show a deep fake. Machine Learning Models: Train models to spot customer behaviour disparities in real-time with continuous data analysis. Mitigation Strategies Customer Education: Educate customers on voice deepfake risks during interactions, offering guidance for spotting suspicious activity. Multi-factor authentication: Implement MFA for customer interactions, combining voice biometrics with other methods for enhanced security. Data Security: Vigorously protect customer data to deter hackers from accessing voice recordings and personal information used in deepfakes. Continuous Monitoring: Maintain constant customer interaction surveillance, employing advanced analytics to spot anomalies and potential threats. Tech Expert Collaboration: Partner with AI and cybersecurity experts, leveraging advanced tech to detect and prevent deepfake attacks. Reporting Channels: Establish user-friendly customer reporting for suspicious activity, creating a feedback loop for potential threat detection. Conclusion Voice-deep fake scams challenge the banking sector, risking customer safety and trust. Countering these scams demands a multifaceted approach, combining advanced technology with customer education and robust data protection. As scammers evolve, financial institutions must invest in security measures, collaborate with experts, and educate customers about the risks associated with these advanced fraud tactics. Banks can thus uphold the security and integrity of customer financial transactions. #Cybersecurity #VoiceDeepfakes #DataProtection #VoiceBiometrics #AIAdvancements

While everyone's talking about the ‘death of voice channels’, something more interesting is happening: they're transforming in ways many aren't noticing. Voice isn't dying – it's evolving. Yes, customer expectations are evolving across all demographics. And yes, younger consumers often prefer non-human interaction. But here's what the ‘experts’ get wrong: human interaction isn't disappearing – it's becoming more strategic. Traditional IVRs (press 1 for this, press 2 for that) are being replaced by intelligent voice bots powered by conversational AI. But here's what's interesting: When given clear options, customers are increasingly willing to engage with these AI voice solutions rather than wait an hour for a live agent. Instead of forcing customers down one path, what if we said: "We can have an agent available in about an hour, or you can engage with our AI assistant now who can help with most issues. What works better for you?" The reality is that voice will always have its place in customer service because: • Many customers still prefer speaking to typing • Complex issues often require real-time dialogue • Some matters are too sensitive for text-based channels It’s not about replacing voice – it's about enhancing it. Making it smarter. More efficient. More accessible. The phone channel isn't going anywhere. But the way we use it? That's what’s evolving.

This blog post hits a lot of high‑notes for businesses looking to scale engagement: Outbound Voice AI as branded digital employees. Key takeaways: Proactively engaging customers via voice AI (think reminders, upsells, personalized re‑engagement) in your brand’s tone. Using AI not to replace, but to augment staff — freeing teams to focus on in‑person connections while AI handles scale. Extracting insights from every interaction: What customers ask, what offers work, where touchpoints drop off. These drive both strategic and operational improvements. In sectors like retail, health & wellness, franchises — this is exactly the kind of AI innovation that delivers both loyalty and growth. If you’re exploring how to embed voice AI into customer touchpoints, this article is a great resource. #AIinRetail #CustomerLoyalty #OutboundVoiceAI