How AI Call Centre Agents are Replacing Automated Phone Support (IVR)

We totally hate it when calling any service providing companies like banks, ISPs and hearing "Press 1 for English or Nepali", instead of diving straight to the problem.  

And you have probably hung up multiple times out of sheer frustration. Customers don’t have time and generally want instant answers without any interruptions.

This exact problem is the reason why the old ways of managing inbound calls are slowly being abandoned by the companies. A massive shift is happening towards new technology and AI. So, many companies are ripping out their old and rusted legacy systems and plugging in smarter AI technologies.

So what was the problem with traditional phone menus ?

The moment a call is connected, friction starts to appear.

Callers or customers don’t want to press the keypad, they are just calling to ask something and, yet most of those companies force their valued customer to do exactly that.

Customers just wanted some answer to the simple question about the service, but forcing them to press on keypad options just doesn’t feel good towards the customer. This is the reason why most calls have a high drop rate and it's not a myth but truth. Your valued customer gets annoyed before they even reach your team and then the conflict arises.

Then Enters, AI Voice Assistant for Calls

The solution is, AI-powered inbound call handling system that perfectly answers incoming calls on behalf of an organization within milliseconds of latency.

Instead of using a dialpad menu, TingTing Agents engages the caller with its natural voice-based conversation ( powered by RiRi ). You can just simply talk to the agent. The software understands every question and word spoken in a natural Nepali voice. It listens, processes the intent, and replies in an instant.

You will experience it just like you are talking to a real person.

Why are the AI Call Agents winning then ? 

AI Call Agents reduces wait queues

Hold music is a double edge sword; it can kill the conversion or it can also engage people.

An AI agent handles unlimited concurrent inbound calls simultaneously. This means there are no wait queues for callers and can communicate instantly. It doesn’t matter if you get 5 calls or 500 calls at the exact same time, every single person gets immediate attention and can engage with agents.

Multi Questions Handling With AI Call Agents

Callers just don’t have a single question. They are searching for a complete solution in a single call. 

A single call can have back-to-back questions and that can all be resolved by AI agents. When the software finally completes the answering to the question,  the AI Agent then asks if the caller/customer needs anything else other than that. The customer can just keep talking non-stop asking about his/her problem. The conversation also flows naturally until the customer is completely satisfied by the AI Agent. And even if it’s not satisfied, the AI agent directs that call to the actual human as a last resort. 

Data has proven itself the importance of AI Agents

You cannot manage what you cannot measure in real time.

Many organizations use detailed analytics on caller intent patterns that they can use to improve their services and communication with their valued customers. If your organization ever received repeated inbound calls about the same questions again and again about inquiring service details, eligibility criteria, operating hours, registration deadlines, billing queries, your organization is the strong candidate for AI call centre automation.

This call centre agent can be directly implemented to:

• Banks and financial institutions who are handling account and loan inquiries
• Internet and telecom providers who are dealing with service and billing questions
• Government offices and public services who are receiving eligibility and documentation queries
• Healthcare providers who are managing appointment and service information calls
• Educational institutions who are handling admissions and registration inquiries

Every interaction with customers gives you a clear picture of what your market actually wants with your service. All call details including “duration” and “questions asked” are logged and are made visible in the analytics dashboard. You get raw data on every interaction with your customer and to convert that data into information, TingTing has helped many high market value clients to retain their customers back and strengthen the bond between the organization and their customers.