5 Call Center Voice AI solutions you Shouldn’t Miss This is our take on the best call center voice AI solutions, challenges, and the future impact of AI on customer service.

By Hammad Syed in TTS

May 29, 2024 12 min read
5 Call Center Voice AI solutions you Shouldn’t Miss

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Voice AI is completely changing how call centers work, making conversations faster, smarter, and more friendly for customers. This technology does more than just speed up answers—it improves every part of customer service.

From my observations, real-time data analysis and the integration of various communication channels customers use are pivotal. These advancements allow for automation that can adeptly manage high call volumes.

As businesses adopt voice AI, they are uncovering new methods to fulfill the modern customer’s expectations with unprecedented efficiency.

In this article, I’ll talk about the best voice AI options currently reshaping call centers, address the challenges of implementing this sophisticated technology, and forecast how AI will influence future customer interactions.

What is call center voice AI?

Call centers are going through a big change thanks to AI voice technology. It used to be a room full of agents with headsets, taking one call after another. Now, it’s something much better and faster.

When I talk to customer service these days, I often meet AI-powered voice assistants first. These aren’t just simple bots; they’re sophisticated systems that understand what I’m saying as soon as I say it. They use what’s called natural language processing (NLP) and machine learning to figure things out.

These systems can respond in a way that feels just like I’m having a real conversation. They can either solve my problem right there or connect me to a human who can help more if it’s something big.

This new approach makes dealing with customer calls way smoother and keeps customers like me happier with the service.

By using AI to direct calls, take notes on what calls are about, and even pick up on how the caller feels to respond in the best way, businesses make sure that from the moment I get in touch to when my issue is resolved, everything runs smoothly.

Basically, call center voice AI acts like a bridge between the speed of machines and the personal touch of human conversation, improving each call and making customers more satisfied.

Understanding the criteria for selection

Choosing the right AI for a call center is about more than just picking the popular option. It’s about finding a solution that fits what the call center needs and aims to achieve.

In my experience, one important thing is how well the AI integrates with the existing systems. If it fits well, it causes less disruption and helps the call center start using the new tools faster.

Being able to help customers right away is also very important. In a busy call center, any delay can make customers unhappy and might mean missing out on chances to help them. 

AI that can quickly respond and assist keeps everything moving smoothly and makes customers happier.

It’s also crucial that the AI can talk like a human agent would. This means it can understand and reply to many different questions in a way that feels natural and helpful. 

The AI’s ability to handle many different situations on its own shows how effective it is. 

Being able to check on things like how many calls are coming in, how well agents are doing, and how happy customers are at any moment is also a big deal. This lets you manage things better and keep making your call center better.

Lastly, the cost of the AI solution should match the budget and the expected benefits, ensuring it’s a sound investment.

Having extra features like being able to write down what’s said in calls, figuring out how customers feel, and letting customers help themselves not only makes agents’ jobs easier but also gives you deeper insights into what customers are saying. 

The best call center voice AI

1. Abby Connect

First on my list is Abby Connect, which stands out for its human touch backed by artificial intelligence efficiency. This solution excels in personalizing customer interactions, ensuring that each call is handled with care and precision. 

Abby Connect integrates easily with existing CRM systems, making it simple to transition customer data and enable agents to offer tailored support.

Its ability to manage high call volumes ensures that wait times are reduced and customer satisfaction remains high.

Pros:

  • Personalized service with teams dedicated to your business
  • More affordable than hiring full-time staff
  • Uses AI to improve how customers are handled
  • Offers support in both English and Spanish

Cons:

  • Only handles reception tasks, not full call center services
  • Relies on people, which might limit growth

Pricing: Starts at $329/mo for 100 receptionist minutes, $599/mo for 200 minutes, and $1380/mo for 500 minutes.

2. Simple Phones

Simple Phones brings simplicity to the forefront of call center operations. 

With a focus on AI-driven call routing and natural language understanding, it ensures that callers are quickly connected to the most appropriate agent or automated service. 

This solution is particularly beneficial for small to medium-sized businesses looking for an easy-to-implement system that improves customer support and reduces the reliance on time-consuming manual processes.

Pros:

  • Custom AI that can be tailored to your business needs
  • Affordable plans that can grow with your business
  • Handles both incoming and outgoing calls with AI
  • Works well with CRM systems

Cons:

  • May need human help for complex questions
  • Basic plan might not cover all business needs if call volume is high

Pricing: Starts at $49/mo for 100 calls/mo.

3. MrCall

MrCall is a go-to for businesses aiming for global reach without compromising service quality. 

Its multilingual support, powered by advanced natural language processing, ensures that customer calls are understood and addressed accurately, regardless of language.

Additionally, MrCall’s predictive analytics help anticipate caller needs, providing personalized customer interactions that boost satisfaction and retention.

Pros:

  • Always on, 24/7, no missed calls
  • Smoothly works with corporate CRM systems
  • Highly customizable AI responses
  • Supports many languages, good for international businesses

Cons:

  • Setting up can be complicated
  • Costs can increase with more use

Pricing: Business plan at $29/mo for 400 minutes, Business Pro at $55/mo for 400 minutes, and a custom Enterprise plan upon request.

4. IsOn24

IsOn24 stands out for its scalability and adaptability. Whether you’re a small startup or a large enterprise, IsOn24’s AI call center solutions can be tailored to fit your requirements. 

Its interactive voice response (IVR) system and chatbots are designed to handle inquiries efficiently, reducing the workload on human agents and allowing them to focus on more complex customer needs.

Pros:

  • AI service available 24/7
  • Highly customizable and connects with many apps
  • Significantly cuts down operational costs
  • Handles lots of customer interactions well

Cons:

  • Setup can be complicated because of many custom options.
  • Depending heavily on AI might not be ideal for everyone.

Pricing: Starter plan at $39/mo for 1000 minutes, Sprinter at $79/mo for 3000 minutes, Cruiser at $159/mo for 7500 minutes, and a custom Enterprise plan.

5. Slang.ai

Slang.ai is at the cutting edge of conversational AI and natural language understanding. It excels in creating engaging and effective customer interactions through voice and messaging. 

Slang.ai‘s platform is built on generative AI, enabling it to understand and respond to a wide range of customer inquiries with impressive accuracy. 

This not only enhances the customer experience but also provides valuable insights into the customer journey, helping businesses fine-tune their support strategies.

Pros:

  • Easy and quick to start using
  • Available 24/7 for taking calls
  • Allows for a lot of customization in handling calls
  • Saves a lot of time by automating responses

Cons:

  • May struggle with complex questions or varied accents
  • Could become too dependent on automation, lessening human contact

Pricing: Starts at $299 with additional plans upon request.

Benefits of integrating voice AI in call centers

Adding voice AI to your contact center brings many great benefits that make the customer experience better. 

One of the biggest advantages I’ve seen is how automation cuts down on wait times. When voice AI quickly takes care of customer questions, it not only makes things more efficient but also makes customers happier and more loyal. 

This cool technology is really good at handling lots of calls, which means that live agents can spend their time solving tougher problems. This improves the quality of the service overall.

Voice AI also makes it easy for customers to connect with a company in different ways, like through phone calls or messages, without any hiccups. This means customers get a smooth experience no matter how they reach out. 

Being able to look at customer data and what they’re saying in real-time helps businesses make smart choices fast. This lets them change and improve their services to better fit what customers need. 

By doing this, businesses can build a stronger bond with their customers, making them want to stay longer. In all these ways, voice AI helps businesses grow, makes things run smoother, and makes customer service better.

Challenges facing call center voice AI

Integrating voice AI into call centers comes with its own set of challenges. One of the biggest hurdles is understanding the complex way humans speak. 

Our language is full of small details and emotions that AI sometimes doesn’t get right away, leading to confusion. This means AI needs to be really good at understanding natural language to work well.

Another big issue is keeping customer information safe. When people share personal details, they trust companies to protect that information. This makes it super important for businesses to have strong security to guard this data. 

Also, fitting AI technology into the current systems and ways of working at call centers can be tough, especially if a business doesn’t have tech experts on hand. 

This step is key to making sure AI and humans work together smoothly, without causing any mix-ups or problems.

Keeping a personal touch with AI is also tricky. Even though AI can do a lot, it’s important that customers still feel like they’re talking to someone who cares, not just a robot. 

Finding the right mix of quick AI help and personal attention is essential to make sure customers are happy and feel valued.

To tackle these challenges, companies need to think carefully about how they use AI. The goal should be to make AI support and improve the service that real people provide, not try to replace it.

The future is here

Businesses are really starting to use AI to meet what their customers expect, and it’s becoming more common every day. 

This change means companies can understand what their customers like and want more clearly, helping them to offer help before problems even arise. 

By using AI across all the ways customers reach out for support, whether it’s on the phone, online, or through an app, businesses are making sure their help feels the same everywhere. This builds trust and makes customers feel at ease.

By diving into AI, businesses are opening up new ways to make their customer service better, setting themselves apart from the competition. 

Moving toward using AI in call centers has its tough spots, like making sure it works well with current systems and keeping that personal touch. 

However, the benefits, like making things more efficient, keeping customers happier, and helping the business grow, are too good to ignore. 

The future of helping customers is all about smooth, tailored, and quick responses, and this future is starting to happen right now.

Get the PlayAI advantage: Realistic voices for enhanced customer interaction

If you’re looking to elevate your call center with exceptionally realistic AI-generated voices, PlayAI has voices that are incredibly effective.

PlayAI specializes in creating highly realistic and natural-sounding voices that can transform your customer interactions, making them smoother and more engaging. 

Whether it’s handling inquiries or guiding users through complex processes, PlayAI’s advanced technology ensures that your AI voice solutions sound just like a human.

Give PlayAI a try to see how it can improve your customer service efforts.

How can businesses learn about the impact of voice AI on customer satisfaction?

Businesses can use analytics and reporting tools found in voice AI systems to effectively track and measure how happy customers are. By looking at this data, companies can see how well their customer service is doing, including how useful their self-service options and agent-assisted services are. This information helps businesses figure out the best ways to make their customer service processes better and keep customers happier.

How does voice AI help improve how well agents perform their jobs?

Voice AI greatly improves how well agents do their jobs by providing them with real-time transcriptions and analyzing the mood and intentions of the callers. Agents get these transcriptions as the conversation happens, which lets them pay more attention to what the customer needs instead of having to write everything down. Also, understanding the customer’s feelings helps agents respond more effectively. These tools make each interaction smoother and improve the quality of customer service.

How does voice AI help with providing good customer service across different channels?

Voice AI helps provide consistent and personalized service across all customer service channels. No matter if customers are calling, texting, or chatting online, voice AI makes sure they get the same quality of service, like PlayAI. This consistency is key to building a strong brand experience, keeping customers loyal, and making sure businesses can connect with their customers no matter how they reach out.

How is the cost of voice AI solutions determined?

The cost of voice AI solutions depends on how advanced the technology is, what features it has, and how big the implementation is. Features like advanced transcription, which need complex algorithms to convert speech to text accurately in real-time, can affect the price. Also, solutions with more detailed analytics like sentiment analysis or predictive analytics might cost more because they need more computing power to run. Businesses should think about what features they really need and how much value these features will add to their customer service to find the most cost-effective option.

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Hammad Syed

Hammad Syed

Hammad Syed holds a Bachelor of Engineering - BE, Electrical, Electronics and Communications and is one of the leading voices in the AI voice revolution. He is the co-founder and CEO of PlayHT, now known as PlayAI.

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