How many times have you called a business with an urgent concern, only to be stuck waiting while listening to an endless list of menu options?
For most consumers, this isn’t the exception but the rule when attempting to reach customer service teams. Rarely do you speak with a human right away—typically it takes several canned responses or interactive voice response (IVR) menu selections to even get close.
While businesses depend on IVRs to navigate inbound call traffic, they often leave consumers frustrated by limited options and lengthy recordings. Fortunately, this experience is changing with the advent of AI voice agents. In our recent webinar, Aloware CEO Anoosh Roozrock shows why this technology is poised to revolutionize the call center experience, improve inbound call routing, and expedite customer support.
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Improving the customer experience
According to Roozrock, AI voice agents are valuable assistants that can field customer questions in real time over the phone. They solve for one of the biggest customer frustrations in seeking support, which is the tedium of navigating inaccurate IVR options.
As Roozrock points out, when IVRs prompt callers to “press one for sales or press two for support” followed by other preselected options, customers often don’t hear a match with their specific issues. This can quickly test their patience and leave them with a negative impression of your service.
However, AI voice agents eliminate this roadblock by answering calls with a simple and direct question: “How can I help you?” This straightforward approach allows customers to communicate needs in their own words instead of choosing from cookie-cutter options that don’t capture their concerns.
Boosting human agent productivity
Since AI voice agents can instantly analyze and interpret responses, customers receive appropriate support faster and end up in the right service queues–-instead of being routed to the wrong department or speaking to a human rep who can’t assist them. The technology saves time for both your customers and your employees, so more productive support conversations can happen faster.
By providing a personalized experience from the get-go, AI voice agents help customers feel heard and understood when they interact with your company— instead of feeling like just another number. They also increase productivity by helping human reps skip basic questions when they speak to customers and jump right into problem solving mode—making it possible for them to field more calls per day.
As Aloware integrates seamlessly with all major CRMs, its AI engine can instantly analyze customer CRM records and previous communications logged there. This makes it possible to optimize support through intelligent call routing and ensure that the best-qualified reps on your team assist each customer.
AI voice agent benefits at a glance
Roozrock goes on to highlight the following key benefits of enlisting AI voice agents as your company’s first line of defense in customer support:
- Swift engagement: When customers dial your support line, AI voice agents may be equipped to solve their problems on the spot without even transferring them to a human rep. For example, if a customer has a question about a bill or a specific offering, their AI agent can quickly access your company’s knowledge base materials to provide relevant information or initiate a case intake process.
- Seamless call routing: If the AI agent is unable to resolve the issue based on its given training and resources, it can efficiently route calls to the appropriate human rep. This not only saves time for customers, but also ensures that they speak to an employee who’s qualified to handle their issue.
- Increased personalization: AI voice agents can tailor their assistance based on specific, customer-provided details and related CRM records.
- Enhanced accessibility: AI voice agents provide a 24/7 phone support option, allowing customers to seek assistance at their convenience. They keep working after hours when your human reps can’t, enabling customers with different schedules and time zones to seek assistance when they need it.
Roozrock also points out that AI offers significant benefits to call center management beyond addressing customer concerns in real time. Aloware’s AI voice analytics help leaders easily monitor service quality across their organization by providing invaluable call highlights and summary data. Along with recording every call and turning it into an accurate transcript, AI voice analytics summarize the content for quick review and track the likes of keyword mentions and customer sentiments.
By analyzing the emotional tone of calls, the technology allows managers to understand rep behavior without listening to full recordings and identify business critical trends.
Summing it up
The development of AI voice agents marks an exciting step forward in customer service technology. With their ability to expedite service interactions, respond to specific customer questions, and assist callers 24/7, they empower your call center to operate optimally.
Ready to streamline your support with the power of AI? Schedule a demo or start a free 14-day trial, no credit card required.
