Decision Framework: Voice or Text?

Use Voice When:

• Urgency is high (customer calling signals need for immediate resolution)
• Emotion is involved (complaints, sensitive topics, empathy required)
• Complexity requires back-and-forth (scheduling, troubleshooting, customization)
• Accessibility matters (elderly, visually impaired, hands-free scenarios)
• Relationship-building is goal (sales, consultative interactions)

Use Text When:

• Information is straightforward (FAQs, hours, locations)
• Visual content is essential (images, charts, step-by-step instructions)
• User in public space (privacy concerns about speaking)
• Asynchronous interaction is acceptable (no immediate response needed)
• Documentation is required (confirmations, receipts, reference material)

Use Hybrid When:

• Journey spans simple and complex moments
• User preferences vary across customer base
• Cost optimization requires routing simple queries to text
• Competitive differentiation comes from seamless experience