The End of Hold Time: The Future of CX
Learn how AI voice agents reduce contact center costs, eliminate hold times, ensure consistent answers, and solve challenges caused by agent attrition.
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About this session
This session addresses the biggest pressures contact centers face today and why AI voice agents are becoming essential, not optional. High agent attrition, long training cycles, rising costs, and poor customer wait experiences are forcing leaders to rethink how support is delivered. AI voice agents solve these challenges by staying fully integrated with systems, delivering consistent answers every time, and drastically reducing operating costs. Most importantly, they eliminate wait times and restore what customers value most: instant, human-like support the moment they call.
Key takeaways
What comes out of it
High attrition slows operations. Constant agent turnover increases training time and inconsistency
AI delivers consistent answers. Integrated systems ensure accurate, up-to-date responses every time
Cost pressure is unsustainable. AI reduces call costs by 65 percent offshore and up to 90 percent onshore
Hold times damage customer trust. Immediate AI response removes long waits entirely
Better CX at lower cost. Customers get instant help while businesses operate more efficiently
TranscriptRead the full session
00:00:00 So what are some of the key challenges that your clients are facing right now and how do you see AI really solving them?
00:00:09 You know, we have this high attrition rate
00:00:10 So every time we have new agents in our organization and they need to go through documents to provide those answers
00:00:16 But AI agents, they are connected to these systems. They are integrated with systems
00:00:20 They have all the answers. Answers are always consistent. Cost has always been a very, very large challenge with contact centers
00:00:26 You have to do more and more with less and less
00:00:32 Even if you have offshore, you save close to 65% on your call cost
00:00:37 And if you are onshore, you are saving close to 75 to 90 percent
00:00:41 For over a decade, I myself have experienced this that maybe after five, ten minutes of hold, I get to talk to someone
00:00:47 Just think of this scenario. You yourself are a customer
00:00:53 You call and immediately someone says, hi, this is Jenny. How can I help you today? That pure joy, honestly, that comes out of that
00:00:57 I think, you know, is a very good challenge to solve, obviously
00:01:00 There are many more challenges, but these are the main challenges that our customers are facing
00:01:07 And you know, agents kind of solve them in a very big way
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