How Generative AI is Enhancing Voice-Based Customer Support for Personalized, Efficient Interactions

Customer support has evolved rapidly — from engaging with someone in person at a service counter to chatting over the phone to opting for self-service online. Only recently have businesses turned to AI-powered voice assistants to save on staffing costs. 

However, digital customer support transforms generational attitudes, and technological exposure shapes consumer preferences.

While digital messaging and online chat have gained traction, there is a noticeable shift, particularly among younger generations, toward recognizing voice interactions as the most effective customer service method. 

Essentially, younger consumers would rather pick up the phone than deal with a clunky chatbot. 

The familiarity with AI-powered voice assistants and the frustration of impersonal digital interactions have led consumers to seek more natural, efficient, and engaging experiences.

In this blog, we’ll explore why businesses should leverage Generative AI in voice-based interactions to create seamless customer experiences that cater to these evolving preferences.

The Role of Generative AI in Voice-Based Customer Support

Unlike earlier AI-powered voice assistants, Generative AI enhances voice-based customer support in several key ways:

• Personalization: AI can analyze past interactions, preferences, and behavioral data to tailor responses to individual customers.

• Efficiency: AI-driven voice bots reduce wait times, answer frequently asked questions instantly, and escalate complex issues to human agents when necessary.

• Natural Language Processing (NLP): AI can understand, interpret, and respond to customer queries with human-like conversational abilities.

• 24/7 Availability: Unlike human agents, AI-driven voice support is available around the clock, providing instant assistance to customers in different time zones.

• Multilingual Support: AI-powered voice bots can communicate in multiple languages, making customer support more inclusive and accessible.

Consumer Expectations and the Future of AI-Powered Voice Support

Several studies have highlighted consumers’ strong preference for human interaction in customer service:

According to a LivePerson Survey (2022), 91% of consumers preferred brands offering both call and messaging options, highlighting the importance of choice in communication channels.

Additionally, a Salesforce Research Study (2022) found that 61% of consumers preferred phone communication for assistance, with 75% believing it leads to the quickest response.

These statistics emphasize the ongoing demand for voice-based support, even as AI continues to shape customer service interactions. Businesses must work to achieve a balance between AI automation and human assistance to cater to diverse customer needs.

Comparing Generational Preferences for Voice-Based Customer Support

Different generations have varying preferences for customer service interactions, and businesses should understand their customer base to cater to their varied preferences. Companies should be wary of stereotyping different age groups; some data might surprise you.

Gen Z (Born 1997-2012)

• Tech-savvy and accustomed to digital interactions.

• Prefer messaging and chatbot-based support but appreciate voice AI combined with omnichannel experiences.

• Expect fast and seamless interactions, often preferring AI-driven solutions for efficiency.

According to the Forbes article, “Hang Up Your Age-Old Stereotypes: Gen-Z Is On The Phone For Customer Service Needs,” “Research from a survey of 1,000 U.S. consumers aged 25 and older conducted by Dynata on behalf of PolyAI revealed the preferred channel for reaching out to customer service for the vast majority of Zoomers (86%) is the phone—not a chatbot, email or a text message.”

Millennials (Born 1981-1996)

• Value convenience and efficiency in customer support.

• Open to AI-driven voice interactions but often prefer automated and human-assisted service.

• Strong preference for businesses that offer both voice and messaging options.

According to Altius, Gen Z and millennials expect direct, timely, honest interactions.

Gen X (Born 1965-1980)

• Prefer traditional phone calls for customer service.

• Appreciate AI-driven solutions that reduce wait times but value speaking with a live agent when needed.

• Seek a balance between digital convenience and human interaction.

Gen Xers are typically independent consumers and prefer multi-channel support options.

Baby Boomers (Born 1946-1964)

• Prefer live phone conversations with human agents.

• May be hesitant about AI-driven voice interactions but are willing to adapt if AI improves efficiency and reduces frustration.

• Less likely to use messaging or chatbots, preferring direct human communication.

This age group has had the least time to adapt to new technologies. Since they prefer human interaction over all other channels, they would use Generative AI customer service to handle interactions as seamlessly as a real person.

Final Thoughts

Generative AI revolutionizes voice-based customer support by enhancing personalization, efficiency, and accessibility. However, businesses must recognize the unique preferences of different generations to create seamless, omnichannel experiences. 

Companies can meet consumer expectations and deliver superior customer experiences by integrating AI-driven voice support with human expertise. The future of customer service lies in the strategic blend of AI innovation and human empathy.

Aumtech has been an industry leader in intelligent customer engagement solutions for over 35 years.

Contact us for more information about how you can start building a best-in-class customer experience today!