Digital channels continue to change customer habits. Yet, CX leaders report increasing volumes of incoming calls. According to McKinsey, 61% of CX leaders report an increase in total calls, with 58% expecting this trend to continue. This means contact centres would need to find ways to handle rising call volumes, without keeping customers waiting (and without overloading agents).
AI-powered voice agents are becoming a go-to solution for CX teams looking to optimise phone-based customer support. Let's take a look at how these solutions work and why you should consider implementing one for your business.
Voice-activated assistants are changing how businesses engage with customers
We’re all familiar with voice-activated assistants like “Alexa, play Spotify” or “Siri, what’s the weather tomorrow?”. These everyday tools are a perfect example of how voice technology is transforming customer engagement. While voice technology has been around for years, its adoption is skyrocketing, driven by its simplicity and ease of use.
AI-driven voice agents help businesses provide faster, more efficient service, even as call volumes continue to rise. In fact, 73% of consumers agree that AI-powered assistants can help reduce wait times, a critical concern as 53% of respondents say waiting too long for a response is the most frustrating part of interacting with a business, according to Tidio. These agents are built to manage customer inquiries quickly, reduce wait times and enhance the overall customer experience.
The growing role of AI voice agents in customer support
Puzzel's recent survey shows that a quarter (25%) of CX leaders believe AI-powered AI voice agents will have the biggest impact on contact centres over the next five years, rising to 31% among businesses with 500-999 employees. Additionally, 22% of businesses plan to implement AI voice agents in 2025, a figure that climbs to 29% for mid-sized companies.
Puzzel’s Voice Agent is a perfect example of this modern solution, offering several key benefits for businesses looking to optimise their phone-based customer support.
Why Puzzel’s Voice Agent is a game-changer for contact centres
Personalisation that’s context-aware: The Puzzel Voice Agent goes beyond basic responses. It uses generative AI to understand the nuances of human speech and tailor its responses based on previous interactions. This means customers get more relevant and personalised answers, making them feel understood and valued. Over time, the Voice Agent learns from past conversations, improving its performance and offering even more accurate support with each call.
Instant responses, no more waiting on hold: One of the main advantages of Puzzel’s Virtual Voice Agent is its ability to provide instant responses to customer queries, 24/7. With AI-powered technology, it recognises natural language, ensuring accurate, personalised responses. The Voice Agent is always available, reducing frustrating wait times and ensuring your customers never feel left in limbo. It even works outside of regular working hours, making sure that no query is left unanswered.
Smooth customer journeys and seamless handover: Puzzel’s Voice Agent doesn't just answer questions; it ensures a smooth customer journey. With capabilities such as SMS follow-ups, ticket creation, and easy handovers to human agents, it’s designed to enhance every step of the customer experience. If the Voice Agent cannot resolve the issue, it transfers the customer to the appropriate agent, ensuring minimal friction and a quick resolution.
Data security and compliance: Data privacy is a top priority, and Puzzel’s AI Voice Agent is built with advanced safeguards to ensure that customer data is handled securely and in compliance with GDPR. Whether it's anonymising data or managing access permissions, you remain in control of how your AI voice agent interacts with customers. The Voice Agent also offers built-in security measures that protect both customer and business data, so you can be confident in its safety and compliance.
Analytics for continuous improvement: To help you optimise your customer service, Puzzel’s AI Voice Agent comes with powerful analytics tools that provide deep insights into customer interactions. Track key metrics like automation rates, the most common queries, and reasons for agent handovers. These insights allow you to continuously improve the Voice Agent’s performance and better understand what your customers need, ultimately enhancing the overall experience.
The benefits of modern AI voice agents for contact centres
When it comes to phone-based customer support, there are several compelling reasons why AI voice agents, like Puzzel’s, are becoming indispensable:
- Faster resolutions: By answering simple queries instantly, the Voice Agent frees up human agents to focus on more complex issues.
- Improved customer satisfaction: With personalised, accurate responses and reduced wait times, customer satisfaction soars.
- Scalability: AI voice agents can handle increasing call volumes without adding stress to your agents or infrastructure.
In conclusion
Virtual voice agents are quickly becoming a crucial tool for contact centres. With Puzzel’s AI-powered Voice Agent, you can ensure that your customers get the fast, accurate, and personalised service they expect—without long hold times or frustrating menus. By incorporating AI into your phone support, you can improve customer satisfaction, enhance operational efficiency, and ensure smooth, seamless experiences for both customers and agents.
Ready to elevate your phone-based customer support? With Puzzel's VirtualVoice Agent, you can provide instant resolutions, personalised interactions, and smooth call handovers—empowering your contact centre to thrive in today’s fast-paced customer service environment.
