Question 1

Can AI handle customer service calls?

Accepted Answer

Yes! AI voice bots can handle common queries, route calls, and provide information 24/7. Natural-sounding TTS makes interactions pleasant, while STT understands customer requests accurately. AI handles 60-80% of typical call center volume.

Question 2

What about call transcription?

Accepted Answer

STT models like AssemblyAI Best offer features like speaker diarization (who said what), sentiment analysis, and topic detection—perfect for quality assurance and training. 100% of calls can be analyzed, not just sampled.

Question 3

How do customers react to AI voices?

Accepted Answer

Studies show customers prefer natural AI voices over robotic IVR. With proper design, many can't distinguish AI from human agents. Transparency about AI use is recommended and increasingly required in some jurisdictions.

Question 4

What's the ROI of voice AI in support?

Accepted Answer

Typical cost per call drops from $5-10 with human agents to $0.50-1 with AI. ROI comes from reduced staffing needs, 24/7 availability, zero hold times, and consistent quality. Most see payback within 3-6 months.