Can you hear the difference between a real voice actor and AI-generated speech? Test yourself in this quiz.
Listen to Felicia(English)
Listen to Sanna(Swedish)
Listen to Chris(English)
Listen to Johanna(Swedish)
Answers at the end of this blog post.
Text-to-Speech (TTS) and customer communication: A new era of engagement
In today’s fast-paced world, the average person’s attention span is said to be shorter than a goldfish—just eight seconds. With inboxes overflowing, simply sending an email or SMS is no longer enough to capture customer attention. Messages may land in a customer’s inbox, but will they resonate in a way that leads to action?
Customer communication has become an important competitive advantage, and failing to meet the mark can result in losing customers to competitors who can.
In particular, Generation Z, the largest consumer generation today, is known for its restlessness and high expectations when it comes to efficiency and personalization. They demand swift, personalized interactions, pushing businesses to constantly innovate their communication strategies.
Making SMS and email effective again
So, how can businesses make traditional channels like SMS and email effective again? The key lies in diversifying communication channels and adopting a multi-channel approach that meets customers where they prefer to be reached.
At Wiraya, our heart belongs to pre-recorded interactive phone calls. These calls have gained significant traction, and we now see even more possibilities with the advancement of text-to-speech (TTS) technology. TTS has seen rapid development, evolving to the point where it can closely mimic human speech and emotional nuances—making it an ideal tool for customer communication.
“At the core of our solution is a communication platform tailored for the mobile era, enhanced with cutting-edge AI capabilities. Through customized communications like pre-recorded interactive phone calls, we empower businesses to engage their customers throughout the customer lifecycle. We are thrilled to see the development of text-to-speech (TTS) progressing at a record pace. This is a great complement for effectively using pre-recorded phone calls,” says Jonas Barsing, Head of Product at Wiraya.
By combining different channels you optimize the engagement and results for each one of them.
What is it like to receive a pre-recorded phone call?
A customer from Ikano Bank shared their experience:
“How nice of you to call when I missed the invoice—no other bank does that. You deserve credit for it. Thank you for all the help!”
This quote is from a customer receiving a pre-recorded interactive phone call related to an unpaid overdue invoice. During the call, customers are given the option to connect directly to your company’s customer support by making a specific key choice or opt for a self-service approach by, for example, asking for invoice details in an SMS. By continuously responding to the customer’s behavior, the customer is guided through the communication, leading to more satisfied customers, more efficient handling, and an increased payment rate.
Read the full case of Ikano Bank here
Using Wiraya’s communication solution, over 35% of customers take action based on the communication, which is significantly higher than the average email click-through rate of 4-5%. Additionally, the communication reaches an average of 95% of all contacted customers, compared to an average email open rate of 20-25%.
However, we believe it’s the multichannel approach that makes the real difference. Meet the customer in their preferred channel and use multiple channels to do so. Pre-recorded interactive phone calls are a strong complement to traditional channels and we often talk to our clients about how the communication strategy we promote can be integrated into existing processes and help boost the overall reach and action from the customer. A multi-channel approach makes sure all customer actions and inactions are handled without missing anything.
The power of voice in customer communication
When it comes to customer communication, voice plays a crucial role in creating meaningful connections. Voice is not just a medium for information delivery; it’s a powerful tool that conveys emotions, builds relationships, and inspires action.
Emotional connection
The human voice holds the power to create emotional connections. Professional voice actors have long understood how to deliver not just words, but feelings—whether it’s warmth, reassurance, or urgency. By adjusting tone, pitch, and pace, they can resonate with listeners on a deeper level, making communication more impactful and personal. What’s remarkable is that TTS technology has now advanced to the point where it can evoke similar emotional responses. Whether through a professional voice actor or TTS-generated speech, a pre-recorded phone call can create an emotional connection that significantly enhances the customer experience.
Versatility and adaptability
Another strength of pre-recorded interactive phone calls is their versatility and adaptability. These recordings can be tailored to reflect a brand’s unique personality, align with target demographics, and meet specific communication objectives. Whether it’s an unpaid invoice or a customer service follow-up, pre-recorded phone calls adjust the tone, speed, and style to suit different occasions. This approach is a strong complement to traditional channels and enhances existing processes.
The future of customer communication: Automated yet human
As TTS continues to improve at a rapid pace, businesses can leverage this technology to craft highly personalized, emotionally resonant communications that meet the high expectations of modern consumers. By integrating pre-recorded phone calls into their communication strategies, companies can bridge the gap between efficiency and emotional connection, ultimately driving higher engagement and stronger customer loyalty.
In conclusion, the era of customer communication is evolving, and businesses that take advantage of a multichannel strategy are well-positioned to thrive. The ability to deliver automated yet human and emotionally engaging messages is a competitive edge that will be hard to ignore in the coming years.
LEARN MORE
Who is the voice in a prerecorded voice call?
Answers:
Felicia – Human Voice
Sanna – AI Voice
Chris – AI Voice
Johanna – Human Voice
Read more: What we do
