Is Voice AI the next frontier in CX?

The 7th annual CX report from Zendesk is in! A global survey across 22 countries reveals five key trends shaping the AI-powered future of CX:

1️⃣ Autonomous service accelerates: 90% of companies report positive ROI from AI-driven agent tools
2️⃣ Trust in AI depends on personality: 64% of consumers are more comfortable with AI that’s engaging and human-like
3️⃣ Personal AI assistants take the wheel: 67% are eager to hand off customer service tasks to AI
4️⃣ Voice AI is turning up the volume: 51% have interacted with it, 60% want brands to adopt it and 67% believe more natural-sounding AI would enhance experiences
5️⃣ Personalization is the loyalty play: 61% now expect AI-powered, hyper-personalized service

🗣️ Let’s talk Voice AI. Your brand has likely implemented its first text-based LLM — yet 90% of CX business trendsetters say voice-driven interactions are the future. And while Alexa and Siri still fumble, conversational AI is continuously raising consumer expectations. No surprise — people spend hours talking to ChatGPT, sometimes more candidly than with their therapists. A recent study confirms it: lower AI literacy increases receptivity, meaning many engage with AI without hesitation. At this point, LLMs might know more about consumers than most insight teams. 😉

💬 So, forget bots that simply react — voice-based LLMs can initiate, anticipate and engage in real conversations. This shift unlocks vast opportunities, but it also demands responsibility. Trust isn’t just about AI sounding human — it’s about knowing how, where and when to use it. So, where does Voice AI fit into your brand’s consumer journey?

🔊 And just as importantly, where do people still need — and even crave — human interaction to build true human-to-human connections, not bot-to-human ones? With digital-first everything, how can your brand act as a stepping stone to help people bridge the gap between online comfort and face-to-face confidence?