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From Gen-Z To Baby Boomers, Voice Is The Choice For Service Needs
As customer service evolves in the era of AI and automation, one thing remains clear – voice channels are still reigning supreme. A recent study reveals that a significant majority of individuals across all age groups prefer interacting with businesses through voice-based communication systems. This phenomenon is not limited to any particular demographic, be it Gen-Z, millennials, baby boomers or even members of the silent generation.
In an era where chatbots and text-based alternatives have become increasingly popular, this finding comes as a shock to many in the customer service industry. However, the statistics tell a different story. According to recent research, voice channels are still preferred by users across all age groups for various reasons.
Firstly, human communication involves more than just words on a screen or typed messages. It encompasses empathy, emotional intelligence and understanding. These aspects are better conveyed through voice-based interactions, which enable customers to express themselves in a more natural manner. This, in turn, leads to faster resolution rates and greater overall satisfaction with the service.
In addition to this, advancements in Natural Language Understanding (NLU) have dramatically improved the effectiveness of voice AI agents. With their ability to process colloquial accents, pauses, interruptions or interjected questions, these advanced systems are far more effective at identifying callers’ intents and responding accurately. This superior performance can be attributed to the fact that they do not rely on strict keywords and menus like traditional IVR systems.
A recent case study highlights the success of a leading travel platform in integrating voice AI agents into their customer service strategy. By seamlessly communicating with customers and being available 24/7, these AI agents have significantly improved first call resolution rates while also providing better overall experiences for users.
It is important to note that this integration has not replaced the human element but rather enhanced it. Human customer service representatives are now free to focus on more complex issues or situations where their empathy and understanding can make a significant difference.
Source: https://www.forbes.com/sites/garydrenik/2025/03/27/from-gen-z-to-baby-boomers-voice-is-the-choice-for-service-needs/
