Voice AI combines voice recognition (voice-to-text) and conversational AI (natural language understanding and generation) to enhance customer service via voice channels like phone or messenger calls. While Voice AI can reduce wait times and service costs, it risks lowering customer satisfaction if it fails to understand user intent. Effective Voice AI should recognize its limitations and pass conversations to human operators when needed. Companies should rapidly test and adopt successful Voice AI solutions in targeted service areas to improve customer satisfaction and reduce costs, staying updated with technological advances.

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