Read about the difference between AI and real voices used within IVR recordings, to help you make an informed decision about your business phone technology.
Without any direct experience in setting up an interactive voice response (IVR) for a business you might automatically assume it’s a quick decision when you choose between an AI voice and a real voice. What difference does it really make when you’re choosing a voice prompt for an IVR system anyway?
You’re not alone in assuming its a simple decision. However, it’s important if you are setting up an IVR to know that there is a stark difference between the two. In fact, choosing the wrong option could greatly impact your business, and the way customers respond to your services.
Let’s take a closer look at real voices and AI voices in IVR:
AI Voices, Real Voices & Voice Prompts
An AI voice consists of words, sentences or sections of speaking formed by technology. It may be sentences formed using pre-recorded audio from real humans speaking.
Real voice recordings are words, sentences and sections of text purposely recorded by a person, usually via a professional voice over agency.
Both AI and real voices are used in voice prompts on a telephone system, which usually work within an IVR (Interactive Voice Response) system. The system uses the real or AI voices as part of a wider structure of technology and processes designed to help human callers get the information or service they require when they call.
Why The Choice Between AI & Real Human Voices In An IVR Matters
Which voice you use in your IVR matters hugely. One big reason for this is the fact that so many customers actively hate IVR systems. Some studies say about 50% of people hate them, some studies say over 80% do. Either way, they’re not popular. That means that using the wrong voice in your IVR system will quite literally throw fuel onto a raging fire. Having a gentler voice, or a more personable voice, which you can only really get with a human male or female voice over, can help boost the likeability of your IVR system somewhat.
It is also important to consider the fact that the voice a customer hears when they call you is part of your company branding. In the same way your call centre agents represent your company, so does the voice on your IVR system. So if an AI vocal lacks warmth or personality, it could reflect on your company.
Another important point is that customers actually struggle to trust AI voices. We are designed to seek tone, personality, speed and intonation in the voices we hear. As humans, we just don’t trust an AI voice. That being said, the wrong human voice used in your prompts could just as easily cause your caller to give up, if it is abrasive, irritating or not very personable.
As a primary, your IVR system needs to be really good, otherwise your callers will hang up through frustration anyway. Although, it is also worth considering that the right voice can help them feel more looked after, reassured and more likely to stay on the line.
Speak To A Professional For More Information
If you are unsure whether or not to use a real or AI voice for your IVR system, do speak to a professional for more information. A voiceover agency or IVR company will be able to give you all the pros and cons of both, helping you choose the right option for your business needs.
