Featured in Times of India: How AI + Human Expertise is Revolutionizing Telecalling
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November 19, 2024
5 mins
Customer behavior has changed significantly post-COVID. In an era where personalization is no longer an option, customers expect outreach that’s fast, relevant, and tuned to their unique needs. This growing demand has led brands to rethink their strategies—and more than ever, they’re seeking AI as a solution. But it’s not just about customer delight; AI is proving valuable for companies looking to reduce outreach costs without compromising on quality. By blending efficiency with personalization, AI allows brands to deliver timely, tailored experiences at scale, making it the go-to solution for businesses navigating today’s high-demand, cost-conscious environment.
According to research, voice bots can improve CSAT scores by 30% and enhance first contact resolution by 80%. By offering advanced personalization, accurate query resolution, and faster responsiveness, voice bots/ Humanoid agents have brought significant value to support teams. These AI agents can sound like humans and even behave like them, handling routine tasks, minimizing attrition challenges, and enhancing overall support outcomes.
Despite the numerous benefits, voice bots/ Humanoid agents alone cannot achieve the nuanced support customers require. Complex, emotionally charged issues demand empathy and understanding, areas that come naturally to human agents. Hence, today's most effective customer support is a blend of voice bots and human agents working together to drive meaningful, outcome-driven customer experiences.
The journey from interactive voice response (IVR) systems to Humanoid agents/ voice bots marks a significant shift in customer support technology. Traditional IVR only guides users through pre-recorded messages and monotone prompts to serve as a gateway for directing inquiries. However, they lack the sophistication to handle complex needs, often resulting in customer frustration.
On the other hand, Humanoid agents use advanced AI and natural language processing (NLP) to interact with customers naturally. These Humanoid agents/ voice bots do more than deliver scripted responses—they provide contextual replies, engage in open-ended conversations, and adapt to customer needs in real-time.
Humanoid agents/ Voice bots are excellent at efficiently managing contextual operational tasks. However, customers prefer interacting with human agents when it comes to sensitive cases requiring empathy, such as medical concerns, insurance claims, or financial matters. These situations benefit from a human touch, as customers need assurance, understanding, and an emotional connection, which current AI technology cannot fully replicate.
While humanoid agents can mimic conversational flow, they still lack the nuanced sensitivity to handle emotionally charged or deeply personal issues with the level of care customers expect.
Hence, a blended approach of Humanoid agents/ voice bots and human collaboration provides the best results in customer support. Humanoid agents can handle initial interactions with context and seamlessly escalate cases to human agents when required. This integration reduces call abandonment rates and ensures that customers receive immediate assistance while keeping the experience personal and engaging.
This synergy makes the process more efficient and meets customers’ emotional needs, fostering long-term satisfaction.
Studies show that customer interactions with Humanoid agents can be up to 40% more engaging than interactions with traditional bots. Humanoid agents are designed to provide better CX. They empower customers to choose their own path, reaching a resolution in the shortest time possible.
Incorporating Humanoid agents into customer support yields several key benefits:
To maximize their effectiveness, Humanoid agents/ voice bots must be designed with clear, outcome-driven goals. Brands should monitor KPIs such as customer satisfaction scores, resolution times, and FCR rates to assess their Humanoid agents’/ voice bots' true impact. Additionally, these AI agents should be optimized regularly to adapt to ever-changing customer needs. This data-driven, outcome-focused approach ensures that Humanoid agents contribute meaningfully to customer support while enhancing the overall CX.
Here are some best practices to create seamless customer support processes that leverages both AI and human strengths:
SquadStack is India’s leading tech-first telecalling outsourcing platform that aims to drive better CX and conversations for businesses. We have recently launched the ‘Humanoid Agent,’ a breakthrough AI-powered solution designed to transform customer support. This voice AI engages in conversations across several Indian languages, accurately navigating complex customer interactions with a deep understanding of context.
Unlike traditional AI solutions that only handle routine tasks, SquadStack’s Humanoid Agent autonomously identifies sales opportunities, making it a powerful tool for driving customer engagement. Incorporating skills such as empathy, rapport-building, and active listening, it enhances overall CX.
With scalable capabilities for high call volumes and tailored interactions based on customer history, the Humanoid Agent learns and improves over time by adopting successful sales strategies. The results from its beta testing highlight its effectiveness, a massive 60% reduction in operational costs, and a 40% increase in sales opportunities.
By blending in with SquadStack’s already existing full-stack contact center solution, the Humanoid agent seamlessly integrates advanced AI processes with Human expertise, enabling businesses to provide holistic and efficient customer support interactions.
Want to transform your support ops with Humanoid Agent?
The shift toward Humanoid agents has just begun in the telecalling space. They are expected to become even more advanced, incorporating features like emotional intelligence, accent recognition, and improved multilingual support.
Humanoid agents/ voice bots are reshaping customer support, bringing speed, accessibility, and cost efficiency to new levels. But for these tools to realize their full potential, human agents must remain integral to the process, adding the empathy and understanding that AI currently lacks. By strategically blending Humanoid agents/ voice bots and human agents, businesses can drive truly outcome-focused customer interactions — achieving operational efficiency and enhancing satisfaction across the board.
