CallTrackingMetrics Debuts VoiceAI to Boost Contact Center Efficiency

ByRicardo

AI-powered voice brokers present 24/7 buyer assist whereas preserving human contact

CallTrackingMetrics, a worldwide dialog analytics firm, right now introduced the launch of VoiceAI, a sophisticated AI-powered voice assistant answer designed to assist contact facilities handle excessive name volumes, scale back operational prices, and enhance buyer experiences by way of clever automation.

The world voice AI market reached $5.4 billion in 2024, climbing 25% from 2023, but most firms are providing comparable voice options with out clear differentiation. Contact facilities are main AI transformation, utilizing generative AI to deal with inquiries immediately, handle name overflow with out including employees, and extract buyer insights. However, companies should steadiness AI effectivity with sustaining high quality buyer experiences and human relationships, particularly in regulated industries.

“At CallTrackingMetrics, we consider AI ought to assist the folks on the coronary heart of each dialog, not exchange them,” stated Todd Fisher, co-founder and CEO at CallTrackingMetrics. “While others rush to market with undifferentiated AI options, we’re centered on executing our core enterprise rules, delivering dialog analytics that really drive outcomes. Our instruments — VoiceAI, ChatAI, and AskAI — are designed to give contact middle groups the time, readability, and confidence they want to give attention to what they do finest: construct relationships, remedy complicated issues, and develop companies.”

Proven outcomes with early clients
Early adopters of VoiceAI are already reporting important outcomes. Customers have lowered name dealing with time by 50% and eradicated missed calls fully, whereas additionally seeing productiveness improve by 50% by way of the elimination of handbook, repetitive high quality assurance duties.

Real-world deployments span various industries. A number one garden care firm now makes use of VoiceAI to handle seasonal estimate requests, program inquiries, and scheduling calls with out including employees. At a significant senior residing group, VoiceAI has turn into the trusted first level of contact for potential residents and households, offering clear, compassionate solutions to questions on unbiased and assisted residing. The system books excursions immediately and may even switch pressing requests immediately to safety groups.

How VoiceAI works
VoiceAI brokers function 24/7 AI-powered name assistants that may perceive pure language, take contextual actions, and seamlessly combine with present workflows. When clients name, VoiceAI can choose up, perceive their wants with out conventional cellphone bushes and both resolve inquiries immediately or route calls to the suitable human brokers. The answer presents three main deployment choices:

  • FAQ Support: Agents reply frequent questions utilizing firm paperwork and net content material, best for assist groups, clinics, and inside assist desks
  • Appointment Scheduling: Intelligent calendar integration permits automated appointment reserving for healthcare, authorized, and gross sales groups
  • Intelligent Call Routing: Intent-based logic directs callers to applicable departments based mostly on pure dialog, not button urgent

VoiceAI brokers are extremely customizable to every group, permitting them to choose applicable voices, tones (formal, pleasant, empathetic), and information sources. Companies can combine their present web site content material and documentation, use prebuilt templates for frequent use circumstances, or create customized dialog flows.

To assist clients get began, CallTrackingMetrics is together with 250 complimentary take a look at minutes with each new VoiceAI agent created. This permits groups to experiment, optimize, and refine their agent design with out incurring upfront prices, making certain they’ll tailor the instrument to their distinctive wants earlier than scaling.

The submit CallTrackingMetrics Debuts VoiceAI to Boost Contact Center Efficiency first appeared on AI-Tech Park.

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