RISE OF IN- APP CALLING- The Impact of People's Reluctance to Take Phone Calls

Do you answer the phone every-time you see an unknown number ? ?

The growing reluctance of individuals to answer phone calls is having significant consequences for companies and gig workers alike. This article explores the challenges faced by businesses and independent contractors due to this changing trend and highlights the measures taken to address the issue.

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#Economic Times article Summary :

People's aversion to answering phone calls, driven by concerns over spam and scams, has led to a widespread habit of ignoring calls from unknown numbers across different age groups. As a result, not only promotional calls but also important transactional calls are being left unanswered. This trend has particularly affected gig workers, causing delays in deliveries and impacting their productivity.

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Companies' Efforts to Adapt:

Businesses are striving to adapt to this evolving communication landscape by finding alternative ways to engage with customers. Many apps now allow users to indicate their preference for minimal phone calls and facilitate in-app messaging instead. For instance, Urban Company, a home service marketplace, has implemented options for users to choose minimal phone calls for bookings, promoting communication through in-app chat.

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Challenges Faced by Gig Workers:

Gig workers, such as delivery agents, face challenges due to the reduced response rate to phone calls. Ecommerce and logistics firms have witnessed a significant drop in calls for deliveries scheduled beyond the same-day or next-day timeframe. This situation often leaves gig workers struggling to manage their schedules and causes delays in subsequent deliveries.

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Addressing the Issue:

To mitigate the problem of unanswered calls, companies have turned to verified business caller ID services provided by platforms like Truecaller and CallerApp. These services mark specific phone numbers as verified, increasing the likelihood of users answering those calls. Such solutions have shown an improvement in call pickups by approximately 18%.

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The Rise of In-App Calling:

Some large enterprises in sectors like food tech and financial services are exploring the implementation of in-app calling capabilities. In-app voice over internet protocol (VoIP) calls offer a cost-efficient and privacy-friendly alternative to traditional outbound calls. Uber, for example, introduced in-app calling in India to enhance privacy and reduce costs. However, challenges remain, as customers sometimes avoid answering driver calls to conceal information or avoid cancellation fees.

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Adapting to Changing Phone Habits:

As consumer phone habits continue to change, businesses must establish clear guidelines for making calls. Seeking explicit permission, respecting preferred call times, and transitioning to alternative modes of communication after unanswered calls are among the suggested strategies. While this shift poses challenges for customer growth and retention, it reflects a broader cultural change regarding phone communication.

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The reluctance of individuals to answer phone calls, driven by concerns over spam and scams, is significantly impacting companies and gig workers. Businesses are adapting by offering alternative communication channels, while gig workers face delays and productivity challenges. Striking a balance between effective communication and respecting individual preferences is crucial as companies navigate this evolving landscape.

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Read original article: https://economictimes.indiatimes.com/industry/services/retail/how-peoples-reluctance-to-take-phone-calls-is-affecting-companies-and-gig-workers-in-particular/articleshow/108551821.cms?from=mdr

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The reluctance of individuals to answer phone calls due to concerns over spam and scams has created a pressing need for alternative communication solutions. This is where generative AI technology comes into play, offering innovative ways to address the challenges faced by companies and gig workers in this evolving landscape.

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Generative AI, powered by advanced machine learning algorithms, enables businesses to adapt and provide alternative communication channels that cater to individuals' preferences. Chatbots and virtual assistants, for example, offer convenient and efficient ways to engage with customers, addressing their queries and providing support without the need for a traditional phone call. These AI-powered solutions can mimic human-like conversations, providing a personalized and interactive experience.

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For gig workers, generative AI technology can enhance productivity and streamline operations. AI-driven route optimization algorithms can help plan delivery routes more efficiently, reducing delays and improving overall efficiency. Additionally, AI-powered chatbots can assist gig workers by providing real-time updates, handling customer inquiries, and facilitating communication between workers and customers.

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The rise of generative AI reflects the growing importance of finding a balance between effective communication and respecting individual preferences. By leveraging AI technology, companies can navigate the challenges posed by the reluctance to answer phone calls, ensuring seamless interactions and customer satisfaction. Moreover, the utilization of generative AI in this context highlights the significant role it plays in transforming traditional communication methods and adapting to changing consumer behaviors.

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As the reliance on phone calls continues to diminish, the integration of generative AI becomes increasingly crucial for businesses across various industries. It enables them to stay connected with customers, improve operational efficiency, and meet evolving communication preferences. Embracing generative AI empowers companies and gig workers to overcome the obstacles presented by individuals' reluctance to engage in traditional phone conversations, ultimately driving growth, productivity, and customer loyalty in this new era of communication.

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