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Article : AI vs. Human Agents: Which is Better for VoIP Customer Support?


Author: Sandip Patel, BDM, Vindaloo Softtech

AI is employed in various areas of our lives and VoIP (Voice over Internet Protocol) is not an exception there. AI is being used in VoIP technology for enhanced call quality, security, and better user experience. Moreover, AI is also integrated at other levels, like automated call routing, voice recognition, sentiment analysis, and fraud detection to make the organization’s communication seamless and efficient.

Not keeping it limited to these, many companies have started harnessing the power of AI for customer support. VoIP companies are turning to AI to provide proactive, personalized service that meets customer expectations, sometimes even before customers realize they need it.

It is projected that by 2030, the AI sector will reach an impressive $2 trillion.

While numerous companies are still in the experimental phase of using AI to enhance customer service, some have already experienced promising outcomes.

But as more and more businesses are embracing AI based customer support, it has become crucial for VoIP providers to consider incorporating AI based customer support.

Customer service is one of the most crucial aspects for any organization and before opting for an AI tool, it becomes imperative to gauge the difference between human and AI customer support and analyze the advantages and disadvantages of the same.

Let’s check out the pros and cons of both the approaches- AI vs Human Agents.

Benefits and Flaws of AI based VoIP customer support:

Efficiency: AI-powered systems can handle a large volume of customer queries simultaneously, leading to quicker response times.

Round-the-clock Availability: AI chatbots can provide incessant support, enabling customers to approach the organization at any time for any query.

Cost-effectiveness: Implementing AI for customer support can lead to cost savings for organizations in the long run.

Automation: Tasks like call routing, voice recognition, and sentiment analysis can be automated, improving overall efficiency.

Data Analysis: AI tools can analyze customer data to provide personalized service and predict customer needs.

Drawbacks of AI-Based VoIP Customer Support:

Lack of empathy: AI lacks the human touch and empathy that human agents can provide in customer interactions.

Complex issues handling: AI may struggle with complex or emotionally sensitive issues that require human understanding.

Initial setup costs: Implementing AI systems for customer support can involve significant upfront costs.

Limitations in understanding nuances: AI may not always grasp the nuances of language or context in customer interactions.

Benefits of Human Agents in Customer Support:

Realism and empathy: Human agents can provide a personal touch, empathy, and emotional support that AI lacks, enhancing customer interactions.

Handling complex issues: Human agents can solve complex or emotionally sensitive problems effectively, which AI may struggle to comprehend.

Understanding customer needs: Through tone, voice, and situational assessment, human agents can better understand and fulfill customer needs compared to AI.

Critical issue resolution: Human agents are adept at addressing critical issues that may be beyond the capabilities of AI chatbots, ensuring effective problem-solving.

Customer preference: Studies show that customers often prefer interacting with human agents due to the personalized service and detailed responses they offer.

Drawbacks of Human Agents in Customer Support:

Limited scalability: Human agents have limitations in terms of serving a specific number of customers per day and handling one customer at a time, unlike AI chatbots that can serve multiple customers simultaneously.

Availability constraints: Human agents work on fixed schedules and may not be available 24/7, and can not provide round-the-clock support.

Subjectivity: Human responses may vary based on individual agents, leading to inconsistencies in service quality compared to the uniformity offered by AI tools.

Training costs: Training human agents can be costly and time-consuming compared to implementing AI solutions for customer support.

Human errors: Despite their expertise, human agents are prone to errors, whereas AI tools can provide consistent and accurate responses.

We can’t deny the fact that integrating AI with VoIP solutions can be a powerful combination to provide uninterrupted customer support, but still, it can not completely replace human agents. But the future of AI in VoIP systems is quite promising and emerging trends show that it will flourish with the passing of time.

In the future VoIP software developers and VoIP communication services providers may have to find an approach that blends AI and human support and leverages the strengths of both.


About Vindaloo VoIP Solutions Pvt. Ltd. (VSPL):
Company LogoVindaloo Softtech Pvt. Ltd., an offshore outsourcing company, based in Ahmedabad, Gujarat, India works in challenging software development industry with a goal of becoming ‘Your Destined Technology Partner’.
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