Question 1

What percentage of calls can AI handle?

Accepted Answer

Typically 60-80% of inbound calls are routine inquiries (order status, account info, FAQs) that AI can handle fully. Complex issues and escalations still go to human agents, but with full context from the AI conversation.

Question 2

How does agent assist work?

Accepted Answer

Real-time STT transcribes the call as it happens. An LLM analyzes the transcript and suggests responses, surfaces knowledge base articles, and auto-fills CRM fields. Agents see suggestions on their screen and can accept/modify.

Question 3

What's the impact on customer satisfaction?

Accepted Answer

When implemented well, AI improves CSAT by eliminating hold times, providing 24/7 availability, and ensuring consistent quality. Human agents handle complex issues with AI assistance, improving those interactions too.

Question 4

How do you handle caller frustration?

Accepted Answer

Sentiment detection in real-time identifies frustrated callers. The AI can soften tone, offer to connect to an agent, or proactively escalate. All while passing full context to the human agent.