Whether it’s a text, a voice conversation or a video share, users expect their preferred method of communication to be understood and responded to accurately. Not all virtual assistants can do that. Being able to understand and process information from multiple modes of communication—text, voice, and video—is now a key feature for AI powered customer service.
That’s where Dost AI excels. Dost AI’s multimodal capabilities can process and understand information from multiple input sources—whether a user is typing, speaking or sharing video content. By integrating all these modes of communication into one platform, Dost AI gives a truly seamless and responsive experience no matter how the customer chooses to interact.
Let’s see how Dost AI uses multimodal communication and why it’s essential for modern customer engagement.
The Drawbacks of Limiting Communication to One Mode
Many businesses have virtual assistants that only support one mode of communication, text. That’s fine in some cases but limits how customers can interact with the business and overall user experience. As communication habits change, text based bots become restrictive. The modern customer wants options and here’s why single-mode communication falls short:
Limited Accessibility
A single mode virtual assistant—whether it’s text or voice—leaves out users who prefer other modes of communication. For example, users with visual impairments might find text-based interactions difficult, while others might struggle with voice in noisy environments. This one-size-fits-all all approach leaves gaps in accessibility and creates friction in the user experience.
Inability to Adapt to User Preferences
Research shows people have different preferences when it comes to modes of communication. According to a 2021 survey by Invoca, 44% of customers prefer voice for complex customer service queries, 45% prefer text for quick queries. A virtual assistant that only supports one mode can’t adapt to these different preferences.
Disengagement and Satisfaction
Users will disengage if their preferred mode of communication is not available or hard to use. A PwC study found 73% of customers consider customer experience as a key factor in their purchasing decisions and if the virtual assistant doesn’t support their preferred mode of communication, customer satisfaction drops.
Missed Opportunities in Video-Based Interactions
As video content is becoming more dominant, virtual assistants that can’t process video inputs are missing out on a major mode of engagement. From video product demos to customer-submitted troubleshooting videos, video has become a part of how people communicate and share information. Virtual assistants that ignore video are not meeting modern customer expectations.
How Ignoring Multimodal Communication Hurts Business
Not having multimodal communication doesn’t just create a less fun experience – it has a direct impact on business performance and customer loyalty. Let’s look at some of the consequences businesses face when they only have single-mode communication virtual assistants.
Missed Customer Engagement Opportunities
When virtual assistants can’t handle voice or video input, businesses miss out on engagement opportunities. For example 87% of marketers use video as a marketing tool (Wyzowl 2023) and customers are getting more comfortable with video. Not supporting this communication mode means less interaction and businesses are left behind those that offer a more immersive experience.
Lower Customer Satisfaction and Retention
Customers are more likely to be unhappy if they’re forced to interact in a way that feels uncomfortable or unnatural to them. When businesses don’t provide a virtual assistant that supports their preferred communication mode, they risk losing customers. Harvard Business Review says 65% of customers who have poor service will switch to a competitor.
Higher Operational Costs
When a virtual assistant can’t understand multiple communication modes, human intervention is often required to handle more complex conversations. This means higher operational costs as support agents have to jump in more often. For example a user sends a video to explain a technical issue but doesn’t get a good bot response will likely escalate the issue and require human support.
Complex Query Resolution
Some customer service queries are better answered through voice or video especially when visual context is required. A bot that can’t interpret video or respond to subtle voice queries means inefficient problem-solving. This frustrates customers and extends resolution time and overall operational efficiency.
How Dost AI Integrates Text, Voice, and Video
Dost AI’s multimodal communication is a game changer for businesses that want to increase user engagement and customer satisfaction. Let’s see how Dost AI combines text, voice, and video to deliver seamless communication across platforms.
Text Processing: The Base of Communication
Text is the most popular and efficient way for users to interact with AI virtual assistants. Dost AI’s NLP can understand and respond to user queries in real-time. Whether customers are typing in via website chat, SMS or messaging apps, Dost AI ensures quick and accurate responses. It can handle massive amounts of text input so customers get fast answers to their questions.
According to a 2020 report by HubSpot, 90% of customers want an instant response when they interact with customer support. Dost AI’s text-based communication module is designed to meet this requirement, perfect for quick and simple interactions.
Voice Recognition and Understanding
With voice technology becoming more and more common, Dost AI supports voice based communication seamlessly. Voice recognition is not just a luxury — it’s a necessity. For example, 58% of consumers used voice search to find local business information in 2021 (BrightLocal) to see how much people rely on voice in their daily lives.
Dost AI’s voice recognition module can process spoken language and convert speech to text for analysis and response. It can handle complex customer service queries through conversational AI so users who prefer speaking over typing can interact just as well. Moreover, the AI’s voice analysis can detect user intent so even vague or unstructured queries are understood and resolved.
Video Processing for Visual Context
One of the coolest features of Dost AI’s multimodal is its ability to interpret video content. With video becoming a central communication tool for many businesses, Dost AI uses machine learning and computer vision to extract information from videos shared by users. This is useful in scenarios such as:
Technical Support: Users can send video of a device not working and the bot can see the issue and provide step-by-step troubleshooting.
Product Demos: Customers want to learn about a product can watch a video demo and engage with the bot for more info or assistance in real-time.
Customer Feedback: By processing video feedback Dost AI can analyze customer sentiment and gather data to improve products and services.
This way Dost AI can handle any kind of complex customer interaction and provide complete and modern customer service.
Why Multimodal Communication with Dost.AI is a Game-Changer
Dost.AI’s multimodal communication offers several benefits that enhance both the customer experience and business efficiency.
Engagement Across Platforms
By supporting text, voice, and video, Dost.AI lets users engage on their preferred platform, whether chat, voice assistants or video. This flexibility covers all customer needs, and increases user engagement and satisfaction. According to a McKinsey report, companies that focus on customer engagement can increase customer satisfaction by 20-30%.
Accessibility for All Users
Multimodal with Dost AI makes it more accessible to users with different needs and preferences. Whether it’s voice interaction for those who prefer to speak or video submissions for complex issues, Dost AI doesn’t leave anyone out. By offering these multiple input options, companies can reach a larger audience and provide an inclusive user experience.
Faster Problem Solving
With video and voice processing, Dost AI solves complex customer issues faster and more efficiently. Customers don’t have to jump through hoops to explain their issues—whether they type, speak or show a video, the AI can understand the problem and deliver solutions faster. Less human intervention means less support costs.
Brand Consistency and Communication
Dost AI lets companies maintain their tone and brand messaging across different modes of communication. Whether it’s text, voice or video, the AI ensures all responses are the company’s voice, for a seamless and cohesive customer experience.
The Evolution of Customer Engagement with Multimodal AI
Multimodal is no longer a nice to have—it’s a must have for companies that want to deliver modern, seamless and personalized experiences to their customers. Dost.AI can understand text, voice and video inputs, it’s the leader in customer engagement, covering all user’s communication needs while improving operational efficiency.
Companies want to stay ahead in the digital game, and adopting AI like Dost.AI with multimodal is the key to long-term customer satisfaction and success. Dost AI lets companies meet their customers where they are—type, speak or show.
