The Power of AI Voice Bots Collaborating with Human Agents

Ever since the trend of utilizing artificial intelligence (AI) in business operations emerged, corporations have been able to significantly cut their costs and improve customer satisfaction by providing 24/7 support and handling larger numbers of calls or textual inquiries simultaneously. Nevertheless, despite the numerous benefits that are brought by integrating AI into customer service, the need for a human workforce remains. 

While AI-powered voice bots can greatly enhance operational efficiency and are continuously improving to achieve a communication style that closely resembles that of humans, there are situations where the involvement of human agents is necessary to ensure a personalized approach that allows for a successful sale of a product or service. 

When it comes to selling simple products, voice bots can be just as efficient as human agents. However, for high-value services targeted towards businesses or individual customers, a personalized approach is necessary. In such cases, it can be beneficial to connect your sales agents to the communication between the voice AI bot and the client. This allows the robot to function as an assistant, complementing the work of human agents rather than replacing them.

In this article, we discuss the functions that can be overtaken by AI-powered voice bots and outline how to make the human workforce more effective through the given integration. 

Addressing FAQs 

AI-powered voice bots excel at answering frequently asked questions in a natural communication manner by providing accurate information and subsequently minimizing human error. However, unique questions related to product recommendations or conflict handling still require a human agent on board to ensure flawless customer service. 

Scheduling Appointments and Follow-Ups

AI voice bots can eliminate the need for huge and operationally expensive call centers by automating appointment scheduling and cancellation. The given efficiency is enabled by integrating AI voice bots with existing calendars or booking systems. 

Payment Reminders

In the financial sector, such AI tools can save significant costs by automatically performing calls related to debt collection. For instance, EVE.Calls is capable of performing over 1,000 calls in a minute regardless of the geographical location, making the process of payment reminders way cheaper and more rapid.

Information Look-Up

AI voice bots are easily integrated with existing customer relationship management systems that contain information about clients and their preferences. Therefore, these AI technologies can be used to quickly retrieve specific pieces of information during the conversation, including previous purchase history and personal data. AI voice bots are also capable of updating customers about their account balance and order status. 

Bottom Line: Enabling Cooperation of AI with Humans

Despite the effectiveness of natural language processing (NLP) algorithms that enable voice bots to conduct unscripted and human-like conversations, human agents are still in demand for:

• Non-standard situations
• Conflict resolution
• Personalized recommendations
• Addressing unique customer requests
  
  

Therefore, implementing AI voice bots into customer relationship management systems with the goal of automating mundane and simple tasks will reflect positively on the company’s profits by saving money on numerous call center agents. This way, the most skilled workforce will be left with more time to address complex customer interactions or handle special clients.