Technology has changed how customer support is done

In today’s customer service landscape, we’re witnessing a revolution that goes far beyond simple technological improvements. Imagine interacting with support services using your voice, gestures, and even facial expressions. It sounds like something out of a movie, doesn’t it? But it’s a reality. Multimodal interfaces are transforming the way we communicate with companies, making these interactions more natural and intuitive.

Basically, these interfaces allow you to communicate with systems using multiple modes at once, such as voice, gestures, and facial expressions. This means that technology is trying to adapt to our natural way of communicating. Imagine asking a virtual assistant like Alexa, Siri, or Google Assistant for help, and instead of navigating through an endless menu, you simply describe what you need. This not only saves time, but also reduces the frustration that many of us feel with automated systems.

What about gestures? Have you ever thought about controlling a device with just the movement of your hands? This is now possible thanks to advanced cameras and sensors. In self-service kiosks or in-person support environments, gestures can be used to navigate menus, select options, and even ask for help. This is especially useful in places where touching surfaces might not be the best idea, such as hospitals or industrial kitchens. It is a hygienically safe and super practical way to interact with technology.

Read more:

Now, facial recognition is a separate chapter. In addition to increasing security, it offers unprecedented personalization. Imagine walking into a store and being recognized immediately, with the system accessing your purchase history and preferences to offer personalized service.

In customer support, this technology can speed up authentication, ensuring you receive the right service without having to repeat information multiple times. What’s more, facial recognition can interpret your expressions to adjust the tone and approach of your service based on your mood.

But what makes this all really powerful is the integration of these technologies. Imagine you start a support call using your voice. As you explain your issue, the system uses facial recognition to capture your expressions and adjust its responses in real time. And if you’re using a device with a camera, you can even use gestures to navigate menus or confirm actions. All of this makes the interaction much more fluid and intuitive.

For companies, adopting multimodal interfaces means significantly reducing service times and improving customer satisfaction. Systems that understand voice commands, gestures and facial expressions can provide more accurate and personalized responses, raising the level of service. And for the customer, the experience becomes much more pleasant. No one likes to navigate through complex menus or repeat information several times. With multimodal interfaces, communication flows more naturally, almost as if you were talking to another person.

We’re just beginning to explore the potential of these interfaces. As advances in artificial intelligence and machine learning continue, they will become even more sophisticated, delivering increasingly personalized and efficient customer support experiences.

So the next time you interact with a customer support system, pay attention. You may already be experiencing a preview of this technological revolution. So, are you ready to embrace this new era of human-machine interaction?

*Eric Garmes is CEO of Paschoalotto