.jpg)
Such limitations are getting in the way of CX excellence. Most of today’s attempts at conversational AI can only understand pre-defined intents and phrases. The rules these systems must follow are quite rigid. The possible actions they can take are severely limited. And the platforms they run on are difficult to meaningfully integrate with your legacy applications.
Naturally, your customers are aware of these shortcomings, too. According to recent research, consumers avoid virtual assistants because such agents have trouble understanding what they are asking for, and even when they do, they don’t provide appropriate answers.
Happily, there’s now a better route to contact center automation. Observe.AI’s conversation intelligence platform helps you build AI agents that possess expansive knowledge; can more accurately interpret what customers say in free-flowing conversations; can detect emotional nuances in customers’ voices and react empathetically to them; and constantly learn from real-time interactions of other agents—including human ones—instead of simply following inflexible workflows.
This blog will explain how VoiceAI achieves all this and more.
The advent of ‘agentic AI’
VoiceAI is a leading example of what is known as agentic AI. According to the Harvard Business Review, agentic AI refers to platforms capable of building agents that can proactively and autonomously accomplish complex tasks without requiring strict oversight by humans.
AI agents can also grasp customers’ intentions by conversing with them using natural language and proactively addressing whatever issues they face.
AI agents possess a sense of purpose in addition to sophisticated rules that guide their interactions with customers. They have a precise understanding of what they know—and, conversely, what they don’t know—and when it’s time to hand off a customer to a human agent.
Perhaps most critically, these AI agents can communicate like humans, recognizing emotional nuances in customer conversations and determining the best way to respond to them in empathic and sensitive ways.
The benefits of agentic AI
Many companies today are intently focused on reducing costs and boosting efficiencies in their contact centers. To achieve these goals, they are seeking to automate as many customer-facing tasks as possible. But they also must be careful not to negatively impact the customer experience (CX). A case in point: a Gartner survey discovered that 64% of consumers would rather companies not use AI for customer service, primarily because they feel that the AI interferes with their desire to connect with a human.
Agentic AI solutions promise to deliver these benefits—and a host of others as well. It differs from conversational AI in that it offers a higher level of intelligence than rule-based systems and can actually take action based on the information provided by customers.
Among other advantages, agentic AI enables you to:
- Drive efficiency: Manage the tide of seasonal call peaks and valleys by automating repetitive tasks and freeing your human agents to handle more complex customer interactions.
- Improve CX: Agentic AI agents can give customers immediate, real-time answers and even personalize their responses based on detecting caller sentiment, minimizing the time customers spend on hold and their overall frustration with your organization.
- Enable continuous training and quality improvement: AI agents offer real-time monitoring, offering AI-driven insight, coaching, and sharing knowledge.
- Deliver results for customers: Agentic agents can follow your policies and rules and comply with regulatory requirements to deliver satisfaction to your customers autonomously. They can also be deeply integrated into legacy applications.
How is VoiceAI different?
Observe.AI’s VoiceAI Agents is an agentic AI solution built on years of industry-leading experience in conversation intelligence. Several key features that set VoiceAI Agents apart from other conversational AI solutions:
First, it makes human-like conversations possible. VoiceAI Agents are built using actual customer interactions—both historical and those happening in real time—to think, act, and collaborate like your best human agents.
VoiceAI Agents also possess a broader range of skills that enable them to engage with customers to answer both simple FAQs and more complex customer queries. Such agents can be built much more rapidly than AI agents on other systems, helping you create production-ready AI agents in just days.
The Observe.AI platform can also identify call workflows ripe for automation and build your ideal VoiceAI Agents based on your best human agents. You have a broad range of voice, tone, accent, personality, and behavior options to choose from to ensure that your AI agents meet your brand and customer expectations.
Finally, VoiceAI Agents is easy to maintain and update. They continuously learn and evolve their expertise and knowledge based on actual calls with both other AI agents and human ones.
Experience the new AI for yourself
Observe.AI offers a more productive, cost-effective, and flexible way to automate your contact center. Our VoiceAI Agents, built on our conversation intelligence platform, help you build conversational AI agents that are knowledgeable, detect customer intentions and goals in conversational interactions, and can identify and respond appropriately to emotional nuances in customers’ voices. Most importantly, VoiceAI Agents constantly learns from interactions—both AI agents and human ones—instead of simply following rigid preset rules.
