Harnessing the Synergy: How AI Phone Agents and Human Agents Create the Optimal Hybrid Model

Love it or hate it, AI Phone Agents are here to stay. Trying to stop this is like standing in the ocean and trying to stop the waves. It's happening either way, so my philosophy is to create systems that enhance the customer experience while letting the company receive the benefits of AI phone agents. Here's the kicker: AI phone agents won't replace human call agents. Instead, we'll see hybrid call flows that use the benefits of human and AI phone agents. Let me explain why:

People still prefer to talk to other people: As the world becomes increasingly automated, now more than ever, people value interactions with other people. A study from Treasure Data shows that 57% of consumers prioritize the ability to speak to a real person as the most important factor in customer service interactions. This fact can't be ignored, but the question is, are most people willing to sacrifice their time waiting on hold to speak with a person? That leads to our next reason why hybrid models are the way to go:

People prefer to avoid waiting on hold: I can't speak for everyone, but I'm impatient, and waiting on hold is like watching paint dry. It's mind-numbing, and there are a million other things I'd rather be doing. Yes, many companies offer the option to call you back, but you called when you did because you needed answers then, not 30 to 45 minutes later when your break is over or when dinner is being served. Even though people would prefer to talk to a person, a recent study by Tidio stated that 62% of consumers would rather engage with a chatbot than wait more than 15 minutes on hold. This problem is solved by having the AI phone agent as a backup when the hold time passes a specific threshold.

24/7 Availability: Having AI agents available after hours is a great way to offer 24/7 customer service without the cost of 24/7 customer service. This will also help lessen the call loads during working hours since many of those calls were handled during the off hours. While round-the-clock availability is a significant advantage, the benefits of AI phone agents stretch far beyond just extended hours. Let's dive into how this technology can positively impact a company's bottom line and operational efficiency:

Cost Effectiveness, Scalability, and Flexibility: A hybrid call flow, with AI phone agents handling routine inquiries, allows human agents to focus on the tough stuff - complex issues and providing the empathetic support that we all want. This optimization of resources can lead to reduced operational costs and increased efficiency. It's a win-win. But what about those peak hours or unexpected spikes in call volume? That's where the flexibility of AI phone agents shines. They can be quickly deployed and scaled to meet demand, preventing dreaded long wait times for customers. This adaptability enables companies to efficiently manage their workforce and adapt to changing business needs without the hassle of extensive hiring and training processes. The result? Increased efficiency and happier customers all around.

To wrap this up, companies can use AI phone agents to enhance the customer experience, lower wait times, offer 24/7 support, and improve their bottom line. If you have questions or want more information about how AI phone agents can benefit your business, don't hesitate to reach out. At Launchware, we specialize in building and deploying powerful AI phone agents and chatbots designed to enhance your customer service experience.