{"id":6793,"date":"2025-03-12T15:59:05","date_gmt":"2025-03-12T20:59:05","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=6793"},"modified":"2025-03-12T15:59:05","modified_gmt":"2025-03-12T20:59:05","slug":"how-an-ai-voice-agent-can-transform-your-call-center-top-5-business-benefits","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/how-an-ai-voice-agent-can-transform-your-call-center-top-5-business-benefits\/","title":{"rendered":"How an AI voice agent can transform your call center: Top 5 business benefits"},"content":{"rendered":"

\"AgainstAre your call center agents stressed and overworked? If so, you\u2019re far from alone; it\u2019s an industry-wide issue. Research from SQM Group found that 63 percent of agents have a high job burnout rate, fueling an average annual turnover of 38 percent for call centers, according to a 2023 blog entry<\/a>.<\/p>\n

The steady stream of customer inquiries seems unlikely to abate anytime soon. Despite the rise of other channels, 57 percent of customer care leaders polled for McKinsey\u2019s 2023 State of Customer Care Survey<\/a> expected call volumes to increase by up to one-fifth during the next one to two years.<\/p>\n

The May 2023 McKinsey Customer Service Survey found that while people are warming to non-phone communication methods, many still favor phone calls when they need to resolve a customer service issue. Even among members of Gen Z (ages 18 to 28 in 2023), 71 percent still said they were likely to reach out via phone.<\/p>\n

So, what can businesses do to tackle increasing call volumes and cater to consumers\u2019 preferences while preserving the sanity of customer service agents? One option is deploying an AI voice agent capable of resolving common issues over the phone.<\/p>\n

If you want to increase productivity in your call center while enhancing both employee and customer experiences (EX and CX<\/a>), here\u2019s what you should know about AI voice agents.<\/p>\n

What are voice AI agents?<\/h2>\n

A voice AI agent utilizes artificial intelligence<\/a> (more specifically, natural language processing and machine learning) to understand and respond to human speech, according to Salesforce<\/a>. These intelligent virtual call center agents can tackle tasks such as providing information about orders and answering questions with natural-sounding speech.<\/p>\n

AI voice agents or voice assistants leverage conversational artificial intelligence<\/a> to help callers navigate interactive voice response (IVR) systems without using the keypad or listening to long lists of menu options, according to Infobip<\/a>. If someone calls in with a complicated request beyond what the AI can address, it can route them to a live agent.<\/p>\n

Notable business benefits of voice AI agents<\/h2>\n

Here are a few notable advantages of AI voice agents, according to Infobip and Salesforce. Note: This isn\u2019t an exhaustive list of voice AI agent advantages and features.<\/p>\n