Alright, before we dive into this, I’ve got a little challenge for you. Can you spot the real from the robot in these two clips?
Pretty convincing, right?
If you’re thinking, “Wow, they both sound pretty realistic!” then you might be surprised to learn that the second clip was fully generated by AI. Yep, text-to-speech has gotten that good. This nifty technology can take plain ol’ text and turn it into a voice that sounds, well, pretty human. Perfect for companies who want to reach their audience in a flash.
With the global text-to-speech market set to grow 14% year on year by 2032 (that’s a leap from $4 billion in 2023 to $14 billion in 2032), you’re probably asking, “Should my organisation jump on the bandwagon?” And more importantly, “Is this going to actually improve the customer experience?”
Let’s dig into it and see how text-to-speech can be used to improve customer experience, if it’s a game-changer for our IVR (Interactive Voice Response) systems—or if we should stick to the tried-and-true human touch.
How Text-to-Speech Boosts Customer Experience
- For those with learning or physical disabilities
Reading isn’t easy for everyone. Text-to-speech can make content more accessible and enjoyable. If that content is worded effectively, concisely and with our brand’s tone of voice we’re onto a double winner. Adexchange are experts at creating content that’s clear and easy to follow so customers can self-serve quickly, reducing unnecessary contact and improving the customer experience. - For the permanently busy
For customers juggling work, kids, and their endless to-do list, audio content offers a flexible way to keep up while multitasking. Audio is only as good as the content it’s given though, so coupled with well worded, strong content (enter Adexchange!) that delivers on its objectives, our audiences will be self-serving to perfection! - More engaging content
Whether we need a podcast, voiceover, or an audio presentation, text-to-speech can instantly turn written content into something more dynamic and versatile. - Multilingual support
Reach a global audience by converting content into different languages without the need for multiple voice artists. - For IVR systems
Some companies are turning to text-to-speech for their IVRs. It’s quicker, cheaper, and easier to update without needing a studio and voice artist on speed dial! The result? Well, let’s see…
Text-to-Speech Has Come a Long Way
Believe it or not, text-to-speech has been around since 1968 (crazy, right?). But now, thanks to AI advancements, it can mimic the tone, pitch, and energy of human speech in ways that would’ve seemed like sci-fi just a few years ago.
Pros and Cons of Using Text-to-Speech in our IVRs
Now, let’s cut to the chase: what are the actual benefits and potential downsides of using this technology in our customer experience?
Pros
- Lower costs
It’s sometimes difficult to justify shelling out big bucks for voice artists when software can whip up messages for a fraction of the price. - Speed and flexibility
If we need a new message on our IVRs quickly, instead of booking a recording session, we can just plug it into the software, and boom—we’re good to go.
Cons
- Missing the human touch
While AI voices have come a long way, creating that warm, consistent brand voice can be difficult to achieve and can be pricey! Software companies offer options, from generic voices to custom-made clones—but none quite beat the real thing. And a robotic-sounding IVR can turn off customers faster than you can say “press one for customer service.” - Lack of subtlety
AI isn’t great at picking up on the nuances of speech. Sarcasm, humour, or emotional undertones can get lost in translation. If our brand identity thrives on a cheeky or heartfelt tone, this will be a dealbreaker. - Awkward mispronunciations
Imagine our IVRs botching a customer’s name or a key product term. Cringe-worthy, right? Mispronunciations can damage credibility and customer loyalty. - Tone-deaf scripts
Some text-to-speech providers come with pre-written scripts that might not align with our brands’ voice. It’s crucial to double-check content to avoid any embarrassing missteps that could really affect the customer journey.
So, What’s the Bottom Line?
At the end of the day, whether we use a voice artist or text-to-speech, it’s what we say that matters most. We’re experts in designing customer IVR journeys that work—keeping callers engaged, reducing transfers, and guiding customers to the right digital channels. Want to make your IVR more effective? We’d love to chat, or you can check out our testimonials and see how we’ve transformed customer experiences.
References:
- Text To Speech Market Size & Share, Statistics Report 2024-2032 (gminsights.com)
- https://edrawmind.wondershare.com/ai-features/what-is-text-to-speech.html
- https://fliki.ai/blog/benefits-of-text-to-speech
