Redacted Article Title: Discard Antiquated Stereotypes: Generation Z Turns to Customer Service via Telecommunications
Gen Z, born between 1995 and 2012, has been stereotyped as tech-obsessed and lacking in phone call enthusiasm, yet they're surprisingly fond of using the phone for customer service. Contrary to misconceptions, this digital-native generation embraces new technology, including AI-powered voice assistants.
Research suggests that 94% of Gen Z owns a smartphone and spends over six hours a day looking at their device compared to Baby Boomers' three and a half hours daily screen time [1]. Yet, Gen Z consumers favor the phone (86%) when reaching out to customer service compared to chatbots, emails, or texts [1].
Artificial intelligence plays a significant role in this preferential treatment of phone calls. Gen Z is less intimidated by new technologies and excited about their potential, making them more open to voice bots when dealing with customer service issues [1].
More than 80% of millennials and Gen Z are willing to use intelligent automation for tasks like returns, price match, or answering questions, provided the technology is capable of accurately fulfilling their needs [1]. Recent advancements in natural language understanding (NLU) models have improved voice experiences, enabling callers to communicate freely, use slang, and discuss various topics with modern AI-powered voice assistants [1].
Incorporating these voice bots has notable benefits for businesses, including reduced hold times, 24/7 availability, and handling a high volume of calls, which Gen Z values for speed and convenience in customer service [1].
Implementing AI-powered voice assistants requires addressing critical questions such as business drivers, tolerance for risk, the choice between building or buying, and ensuring customer acceptance. Successfully integrating AI-driven voice services can garner impressive results, given Gen Z and millennials' expected global spending power and their readiness to buy from companies offering superior customer service [1].
Moreover, voice communication remains a powerful tool in meeting the needs of younger generations, whose inherent desire is to feel heard and understood, a requirement that voice effectively addresses [1].
[1] Dynata Survey of 1,000 U.S. Consumers aged 25 and older conducted by PolyAI (source: presented in the base article)
Nikola Mrksic, a researcher in the field of probabilistic machine learning, has seen an increase in interest from businesses wanting to incorporate AI-powered voice assistants due to Gen Z's preference for using smartphones for customer service. This generation, which includes individuals like Nikola Mrksic himself, is less intimidated by new technologies and excited about their potential, making them more open to voice bots. The use of these voice assistants can result in reduced hold times and improved customer satisfaction, especially among Gen Z consumers.
