Fawzi highlights the development of voice portals, such as Alexa, as an example of modern communication automation technology. These systems, based on the latest innovations in speech-to-text, generative AI, personalization, and decision making, provide an alternate path for customers to interact with businesses. He concludes that businesses need to reassess their customer communication strategies, adopting automation and agility as core principles, to be better prepared for future disruptions and maintain customer trust and satisfaction.
Key takeaways:
- The traditional model of customer communication systems is broken and needs to be fixed to prevent future IT outages and disruptions.
- Organizations should not rely on a single point of failure for their communication infrastructure, such as one centralized portal for all customer interactions.
- Modern communications automation technology, like voice portals, can provide an alternate path for consumers to interact with a business and keep them informed in real time, even during disruptions.
- Companies need to reassess their customer communications strategies, adopting automation and agility as core principles of their infrastructure to be better prepared for future disruptions and maintain customer trust and satisfaction.