How AI Gives Time Back to Contact Center Leaders
Ali Merchant shares how AI agents handled 84% of calls, emails, and texts within three months, and why legacy systems set the limit.
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About this session
In this short, Orvera AI Founder and CEO Ali Merchant shares the kind of impact AI agents are having on contact center workloads. In one complex use case, AI agents were managing 84% of calls, emails, and texts within just two to three months.
Not every use case reaches 84%; the lowest rate Ali has seen is 72%, and the team has yet to find one below that. When results fall short, it is usually because the client relies on an old legacy system that cannot be integrated, since an AI agent is only as good as the data it can access. The clip is designed for contact center leaders estimating what AI can take off their teams’ plates.
Key takeaways
What comes out of it
84% handled. AI agents managed 84% of calls, emails, and texts in two to three months.
A high floor. The lowest rate Ali has seen is 72%.
Data sets the limit. An AI agent is only as good as the data it can access.
Legacy systems hold results back. Systems that cannot integrate cap automation.
TranscriptRead the full session
Ali Merchant 00:00:00.00 What we saw was that over just a period of two to three months, we were able to manage 84% of the calls, emails, texts or that kind of a complicated use case. That is the effect or impact of AI that we are seeing. This is one use case that we see. Now the rest of the 15 to 16% or 20%, it's not that every use case we are getting to 84%. Some are like 70%. The lowest what we have seen is 72%. We are yet to come across a use case where it's below than that. I don't think so. below that is if a system that the client or partner is using is like a very old legacy system and you know you cannot integrate it because your ai agent is only as good as the data it has access to
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