Now this AI is the voice agent
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Development in AI is moving at a breakneck pace and, perhaps a little unexpectedly, it is customer service that leads the way with some of the most innovative implementations and the clearest business value. Now comes the AI voice agent with plutonium under the galoshes - ready to answer the phone and solve problems when customers call. After many years of technological development, customer service is now often an omnichannel where customers can communicate with a company through several different touch points - for example by calling and talking to an agent, chatting with either an agent or a bot, communicating via social platforms, or emailing in. The recent development of generative AI and improved language models (LLM, RAG, ASR, etc.) has led to the AI voice agent now stepping in as another channel. The immediate business value is clear: let the AI agents relieve the burden by helping with simpler tasks and providing information, take calls during unmanned hours and during rush hours, shorten queues, and steer customers in the right direction via dynamic voice response (IVR) and thus increase the resolution rate in the first the contact (FCR), etc. Then the human agents have to spend more time solving the slightly more complex tasks for the customers. But even now the agents can also perform more complex actions, such as helping customers sign contracts and digitally identify themselves. In this webinar, you can take part in: What we can expect from this paradigm shift in customer service and telemarketing! This should be considered when implementing an AI voice agent Lessons learned about which upsides and which downsides exist You meet Thomas Strandberg, expert in AI and automation in customer service at Feelingstream, and Tina Wahlroth at Kontakta.
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