The application of increasingly sophisticated AI is gathering pace in CX. Virtual agents will bring huge gains to customer service in the contact center – but the consensus is that they will not replace human agents. Instead, digital agents will streamline interactions and automate tasks – and hand them over to a human when the task is outside of their guardrails. Which begs the question – what use cases are we commonly seeing for AI agents in the contact center and where can we expect their input to have most impact?
Use cases for AI interactions in CX
Customer identity verification
Financial services, healthcare, and other security-sensitive sectors can use tools like Telnyx’s AI Gather to confirm customer identity through automated voice verification. AI-driven Gather can prompt customers for personal identification details (e.g., date of birth, account number) to streamline security checks before escalating to an agent.
Automated survey collection
After a customer interaction, Gather can automatically collect feedback via short surveys. By asking customers to rate their experience or provide comments, companies can quickly generate valuable insights on customer satisfaction and identify areas for improvement.
Order tracking and status updates
In e-commerce, Gather can be used to provide customers with real-time updates on their orders. By collecting order numbers or tracking details from callers, the system can then retrieve the status of their order and deliver the information back to the customer without needing agent intervention.
Insurance companies can use Gather to automate the initial steps of claim filing. By asking callers for necessary claim details (e.g., date, type of claim, policy number), Gather can capture all pertinent information and give real-time status updates on existing claims.
Bill payment and account balance requests
For utilities, telecoms, and financial institutions, Gather can automate bill payments by amalgamating payment information and verifying account balances. The AI guides users through entering payment details securely, reducing the need for live agent support.
Intelligent call routing based on intent
Gather can improve call routing in complex support centers by collecting key intent phrases. By asking callers why they’re calling and understanding their intent, the system can intelligently route them to the most appropriate department, reducing wait times and improving service quality.
Travel bookings / changes
AI agents can book hotels and other stays, flights, and process service and support requests. This ensures customers spend less time waiting on hold to make or edit their accommodations, improving their overall experience.
Property management companies
A digital agent can co-ordinate booking tradespeople and handypeople. This frees up property managers to spend less time on detailed, micro tasks and more time on strategy and management. They are also less likely to need to hire someone to take care of these day-to-day tasks for them.
The shift to increasing use of digital agents in CX is not about replacing humans—it’s about using AI to enhance and smooth interactions. AI can take care of simple queries and automatically provide information or make bookings – freeing up humans to deliver empathy and make personal connections with customers on more complex, nuanced tasks. By leveraging voice AI, companies can transform routine exchanges into valuable experiences, driving both customer satisfaction and loyalty.
Modern AI has dispensed with clunky, frustrating IVR systems, replacing them with seamless digital interactions that feel natural, intuitive, and free of frustration. The modern contact center is poised to elevate customer interactions with voice AI that delivers meaningful interactions.
Telnyx’s Voice AI platform leverages several advanced technologies to deliver real-time, natural-sounding interactions:
- Low-latency processing: Ensures real-time responses for seamless, uninterrupted conversations.
- Speech-to-text and text-to-speech: Converts spoken language into readable text and back into human-like speech, enabling fluid, natural interactions.
- Noise suppression: Filters out background noise to ensure clear communication, even in busy environments.
- HD voice with 16 kHz bit rate: Provides high-quality sound, ensuring both the customer and the system understand each other clearly.
- Bi-directional streaming: Allows for simultaneous speaking and listening, creating a natural, human-like interaction that mimics a real conversation.
The rise of AI in customer service is not about replacing human agents but augmenting their capabilities to provide better customer experiences. AI-driven platforms like Telnyx’s excel at managing routine tasks with speed and precision, enabling human agents to focus on more complex, empathetic, and high-value interactions.
Investing in voice AI solutions is no longer a luxury but a strategic imperative for contact centers aiming to stay competitive in a rapidly changing landscape. By leveraging cutting-edge tools, businesses can ensure they deliver exceptional customer service while achieving their efficiency goals.
Find out more at: telnyx.com/contact-center-automation-ai
