AI Voice Responders Support Call Centers During COVID-19

Call centers are the backbone of any business. In these torrid times, every call center is under intense pressure due to the COVID-19 pandemic. AI Voice Responders have come to the rescue. One such AI Voice Responder supporting call centers during stressed situations belongs to Replicant.ai, the leading-edge provider of Artificial Intelligence-enabled Voice technologies.

AI and Automation can help Call Centers Meet Customer Demands

The AI Voice Responder provides a quick and cost-effective way for businesses to better manage fluctuating call center demand and maintain high levels of customer service even during a crisis.

The autonomous AI solution can be deployed within days to answer customer calls, prioritize them based on urgency, and respond to pressing questions so all customer calls are answered, making live agents free to address more complex issues.

Voice Responder works by:

• Immediately answering customer calls, no long waits on hold
• Triages calls and responds to common questions automatically, without requiring live agents
• Classifies calls based on topic and urgency, so businesses can prioritize follow-ups to resolve more complicated issues.

“Now more than ever, customers need fast responses and AI and Automation can help,” said Gadi Shamia, CEO of Replicant.

Gadi added, “With the launch of Voice Responder, we’ve provided the best of AI technology that can be deployed in days, demonstrating that Voice AI provides significant cost savings and volume elasticity to call centers today that will benefit businesses long-term.”

AI Voice Responders Enable Struggling Businesses

The global response to the COVID-19 pandemic has resulted in the temporary shutdown of some mission-critical call centers. Given reduced staffing and limited work-from-home options for call center agents, consumers face long wait times on hold as businesses struggle to cover spikes in call volume.

Voice Responder triages high call volumes and answers frequently asked questions, quickly resolving common support issues without live agents. It will classify calls based on topics and urgency, enabling businesses to prioritize and respond according to specific needs. Unlike the previous generations of IVRs, Voice Responder understands natural language and allows callers to converse as if they’re speaking with a live agent.

Benefits to Salesforce and Zendesk Agents

Voice Responder logs cases automatically in Salesforce and Zendesk so agents can prioritize follow-ups to resolve more complicated issues. Additionally, it can automate interactive outbound calls to update customers with the latest information, collect information, or reschedule appointments.

One early customer is using Voice Responder to help its customers with basic hardware issues for a commercial product, replacing its offshore call center that was impacted. The Voice AI solution asks questions to identify the problem, provides relevant solutions via text, and creates a follow-up case if the issue is not resolved.

By using Replicant as its first line of defense, agents can focus on the most urgent and complex cases first and are able to serve all their customers despite spikes in call volumes.

Currently, Replicant’s Conversational AI platform for customer service that instantly solves problems over the phone, improves customer experience and reduces cost.