The Growing Trend of AI-Powered Voice Technology: A TELUS Digital Report

Voice technology powered by artificial intelligence (AI) is rapidly becoming a staple in the customer service industry, with more and more consumers embracing its convenience and efficiency. A recent report by TELUS Digital sheds light on the growing trend of customers using AI-powered voice technology, revealing some interesting statistics and insights.

According to the report, a staggering 81 percent of Americans admit to using voice tech daily or weekly, with 68 percent increasing their usage over the past year. While the number of respondents using the tech during the customer service process is lower, recent figures show a significant uptick in adoption. In fact, 25 percent of surveyed American consumers tried voice technology for the first time in the last month alone.

The study highlights the role of generative AI (GenAI) in driving the proliferation of voice tech, enabling more sophisticated interactions with virtual agents and giving brands a competitive edge. The report also indicates that integrating voice technology into customer engagement channels can motivate consumers to try a brand, with nearly 69 percent having a positive first experience and continuing to use it.

Despite the positive reception, the report also outlines some pitfalls and challenges facing voice technology. Issues such as misunderstanding commands, executing commands incorrectly, and providing wrong information are undermining the key benefits of the tech and contributing to customer frustration. Respondents suggested improvements in accuracy, understanding accents, response times, and security features to enhance the technology’s potential.

However, as AI voice technology advances, it also presents new challenges in terms of security and fraud prevention. Recent analysis by Pindrop revealed how fraudsters are using deepfake voice technology to target contact centers, posing a significant threat to customer data and privacy. The rise of synthetic voice technology and deepfake voice notes has made it easier for scammers to deceive individuals and extract sensitive information.

As the use of voice notes and deepfake technology increases, the risk of cybercrimes and fraud is on the rise. Cybersecurity experts warn that bad actors could use deepfake voice notes to impersonate individuals and deceive them into disclosing confidential information. The rapid advancement of AI tools makes deepfake voice notes an appealing option for cybercriminals looking to exploit unsuspecting individuals.

In conclusion, while AI-powered voice technology offers numerous benefits in terms of customer service and experience, it also presents new challenges in terms of security and fraud prevention. As the technology continues to evolve, it is essential for businesses and consumers to stay vigilant and implement robust security measures to protect against potential threats.