When it comes to your business, very few metrics are likely more important than customer experience (CX). After all, your CX directly impacts your ability to create customer loyalty, improve customer retention, enhance your brand’s reputation, and drive revenue. Further, CX helps you stand out from the crowd as a competitive advantage. That’s why organizations of all sizes are increasingly investing in CX solutions. According to Capterra’s 2023 CX Investments Survey, 74% of companies have increased customer experience spending in the past six months. And while it pays to invest in solutions that improve loyalty, retention, reputation, and revenue, it’s critical to ensure the solutions you choose, like AI call answering, will drive the return you need to grow.

A Primer on AI

Artificial intelligence, or AI, has been gaining popularity as a means to improve efficiency and even spark creativity. Defined as “the simulation of human intelligence processes by machines, especially computer systems” by TechTarget, AI is raising concerns but also proving to help improve the way we work.

From automation and analytics to cybersecurity and marketing, the utilization of machine learning has already helped organizations across every vertical save time and money, reduce errors, and improve accuracy.

KPMG reported that 52% of its 2023 US Technology Survey respondents selected AI/machine learning (including generative AI) as the “most important technology for achieving short-term ambitions.”

AI and the Customer Experience

Perhaps one of the most popular uses of AI is in customer service. AI solutions can automatically handle common inquiries, complaints, and requests. Further, it can help businesses measure customer sentiment.

Most frequently, organizations are implementing AI in the form of support chatbots to provide immediate interaction with customers—potentially solving challenges while enhancing the customer experience.

But beyond chatbots, how else can organizations utilize AI as a customer experience solution?

Meet AI Call Answering

AI voice, or AI call answering, is a product that has the ability to enhance the customer experience, create operational efficiencies, and generate revenue.

For example, think of period of time when your business experiences a heavy call volume. Perhaps it’s your busy season or a product launch. Regardless, high call volumes can negatively impact your ability to keep up with demand while scaling staff. AI answering can help solve this challenge.

With conversation training, AI voice can be an effective answering solution for companies experiencing an influx of calls as well as for those who don’t have enough staff or capacity to answer the phone themselves. The AI is set up as a seamless extension of the brand, providing the optimal call experience—maintaining or even improving a brand’s reputation.

AI + Humans = Best solution

By combining AI voice technology with human representatives, brands can provide the best of both worlds:

  • Quickly answered phone calls,
  • Fast responses/solutions,
  • Reduced hold times, and
  • The significant empathetic connection your customers have come to love and expect from your business.

When used in tandem, AI and human agents can handle more calls, faster, and more effectively than with AI or in-office/outsourced staff alone. Together, they can provide [at least] two levels of support while ensuring no call goes unanswered.

AI call answering may not be the customer experience solution you initially thought of when you created KPIs focused on customer retention, but it might be the answer to several challenges your business is facing. If you are dedicated to creating the best possible experience for your customers, in-person, online and on the phone, take a closer look at what AI voice could contribute to your brand. And, evaluate whether or not you are confident with one-level of support or if a human agent is imperative for the experience you want to provide. Then, reach out to our team of experienced account executives to learn more about how CCS is providing the best of both worlds for customers in every industry. And, in the meantime, read this article discussing whether or not AI will replace call agents entirely.