Intelligence Built Right: End-to-end Automations for CX
Learn how AI voice agents act as the first line of support on contact center calls, automating most conversations and escalating complex or emotional ones.
Up nextBuilt For Resolution: Automate Upto 80% of CallsOverview
About this session
This session breaks a common myth about AI voice agents by showing how they actually operate on the front line. In real deployments, customers rarely realize they are speaking to AI, while the majority of conversations are resolved automatically. AI becomes the first point of contact for nearly every call, listening, understanding intent, verifying the customer, and resolving issues naturally before escalating only when human judgment is truly required.
Key takeaways
What comes out of it
Customers rarely detect AI. Less than half a percent of callers realize they are speaking to an AI agent
AI handles the majority of demand. Routine conversations are resolved without human involvement
Humans focus on what matters most. Only emotionally intense or highly complex calls are escalated
AI acts as the true front line. Almost every call is first handled by AI, not humans
Natural, human-like resolution. Verification, intent detection, and resolution happen directly through integrations
TranscriptRead the full session
Ali Merchant 00:00:00
Less than half % situations, calls or conversations, is where customers understood that if it was an AI agent. Approximately across companies, different workflows, around 80% of these conversations and calls are automated, and 20% are then escalated to a human agent. Generally, those calls where either it is very emotionally intensive call or it is very, very complex call or multiple decisions need to be taken, what does it mean? Leaders have a misunderstanding understanding what it can do or what it means for it to take the front line. Almost every conversation first hits AI, except for obviously a very few predefined set of scenarios where humans need to talk first. Everything else has to go through AI first. When a call comes in, call or conversation that hits a contact center, the AI first listens to it, understands the intent of the call. So it verifies the customer. Such as the data that it needs to, through the integration it has or the data have fed into the platform. Then basically resolve it just like a human. All this happens in a very natural human way.
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