Each new script required the voice actor to record in a studio, which led to delays and increased production costs. This process lacked the agility required to roll out updates quickly for time-sensitive announcements or operational changes. Moreover, maintaining consistency across all messages was critical, particularly given the frequency of updates.

To address these challenges, HearDis! collaborated with DKB to implement AI Voice Technology, leveraging the already established Brand Voice to create a scalable and efficient solution for on-hold message production. 

Using advanced AI-powered voice synthesis, HearDis! and our partner Lizzen created a digital replica of DKB’s existing Brand Voice. This allowed for on-demand message creation without requiring the voice actor to record every update. The AI voice perfectly captured the tone, warmth, and professionalism of the original voice actor, ensuring seamless alignment with the bank’s brand identity. This solution streamlined the production process, enabling DKB to submit scripts for instant synthesis, make real-time adjustments, and roll out new messages almost immediately. It also ensured that all messages reflected DKB’s trustworthy and approachable tone, maintaining brand consistency.

A particularly noteworthy aspect of the project is the thoughtful coexistence of traditional voice recordings and the new AI-based approach. In certain areas of DKB’s customer communication, the AI voice is the ideal solution, allowing for rapid production and frequent updates. However, for high-profile or emotionally nuanced projects, DKB continues to use traditional studio recordings with the original voice actor. This hybrid approach demonstrates DKB’s commitment to maintaining the highest quality standards while embracing innovative technology where it provides the most value. It also adds a human touch to their operations, reflecting the bank’s understanding that different communication scenarios may call for different solutions. The seamless integration of both methods ensures that the Brand Voice remains consistent across all customer interactions, regardless of how the messages are produced.

The integration of AI Voice Technology transformed DKB’s on-hold message operations. Message creation time was reduced by over 80%, allowing the bank to implement updates in minutes rather than days by leveraging the benefits of Text-To-Speech (TTS). This was particularly valuable for time-sensitive announcements such as changes in operating hours or service interruptions. The flexibility of the system enabled the creation of personalized, seasonal, or campaign-specific messages, ensuring that customers always received relevant and up-to-date information.

The AI voice maintained the human-like warmth and professionalism of the original recordings, reinforcing DKB’s commitment to quality and customer care. Through this innovative use of AI Voice Technology, DKB not only enhanced operational efficiency but also demonstrated its dedication to delivering a consistently excellent customer experience.

By turning the telephone waiting line into a dynamic and adaptable communication channel, DKB has successfully aligned this often overlooked touchpoint with its modern and customer-focused brand identity. This case study underscores how HearDis! empowers brands to scale their communication strategies while maintaining the highest quality standards, proving that even routine interactions can be transformed into meaningful brand experiences.