“If you don’t have happy employees on board…” says Jordi Torres Gómez, Chief Operating Officer (COO), Verbio, “… you’re draining the company. The labor shortage facing contact centers is not news.” According to Jordi, however, the repetitive tasks that agents face, only makes the problem worse. Voice AI can help. By doing the simplest tasks, Voice AI takes those repetitive tasks off the shoulders of the agents who are then free to focus their energy on higher functions and more complex problems. This leads to better agent experiences and to better customer experiences.

In this podcast we learn about the connection between Voice AI and cutting agent churn, and for that matter, customer churn too. Unlike chatbots, virtual voice assistants can understand, act and close the loop on a customer issue, such as them forgetting their password or handling payments. To maximize the customer experience, Voice AI can be used very effectively for large volume repetitive tasks and can help customers to self-serve 24/7, 365 days a year, removing long wait times. With customers demanding a better call center experience and the very current issue of recruiting and keeping quality agents, Voice AI can increase customer experience and reduce agent churn.

Verbio has been specializing in Voice AI for over 20 years, with many loyal telecommunications clients, providing both on-premise and cloud solutions. Verbio is known in the industry for their Voice AI solutions, which can be highly customized. All of their products are built in-house, and they offer incredible accuracy of over 90%. Of course, accuracy is so important in customer service, as how can you direct your customers to the right support if you can’t understand what your customer is saying? Also, there is nothing more frustrating for customers, if they are not understood by a human or a virtual voice assistant. Verbio are experts in many languages and particularly English, Spanish and Latin American languages, very helpful for the US market.

To find out more www.verbio.com or to get in touch please email [email protected].