Over the past two decades, we have seen a wide range of technology innovation that has led us away from using our voices.

Instead, we rely on technology often exclusively to communicate with one another (especially with mobile devices). We text, we email, we use social media. Those tools have all been designed to reduce how much we are required to talk to one another. When was the last time you emailed a coworker when you could have walked over to speak with him or her? We're all guilty of doing that.

However, in spite of the best efforts by technologists worldwide, we're going to continue talking to each other. New ways of communicating have not replaced older ways. Writing did not replace speech. Television did not replace radio. Texting has not replaced phone calls. We inherently know there are certain situations when a conversation is critical. (BIA/Kelsey even reports mobile marketing will drive 162 billion calls to US businesses by 2019.)

Here are five conversations we will always have in a very human way via a phone call.

1. The Q&A

The Q&A is any conversation where customers are unsure how to ask the question. It has to do with a purchase, process, or product that they're not very familiar with. If they need help asking the right questions, the easiest way to get the right answers is the human way: with a conversation.

Take life insurance, for example. Life insurance has its own vocabulary where the names of the products change every year. There's whole life insurance, universal, term, guaranteed term—who can keep them straight? So if customers are looking to protect their loved ones, they want (and need) to talk to an expert.

And questions to experts—when the subject is a complex, infrequent, and potentially expensive purchase—require a phone call for clear answers.

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ABOUT THE AUTHOR
image of Irv Shapiro

Irv Shapiro is CEO and CTO at DialogTech, a voice-based marketing automation company. He is responsible for overall business strategy and corporate leadership.