In the AI world of today, customer service is important for any company. AI phone agents have become a great tool for customer support.
Today, we will have a look at the benefits of using AI phone agents with call forwarding.
A well-known AI phone agent with a call transfer is Ringly.io.
They offer an AI phone system that can handle around 73% of Shopify support calls.
The rest of the calls get transferred to your team.
TL;DR
- AI phone agents can transfer calls to humans for issues that the AI can't solve
- AI callers can improve support and cut costs by up to 85%
- Most Shopify support calls should not be answered by humans.
Listen to a live transfer of a call, done by an AI phone agent
How transferring a call from AI works
Shopify stores are already using AI to automate calls.
Call transfers are smooth & effective thanks to the features that Ringly provides.
Their AI can also detect and decide where the customer should be transferred to.
The AI is also able to prioritize calls based on the situation.
Personalized customer service with AI
AI phone agents will give each customer a more personalized experience. It will know the customer from Shopify before it picks up.
When you connect your Ringly agent to Shopify, it will check if it can find the customer and their orders based on the number they are calling from.
This will improve the response time a lot, so calls for WISMO or returns can be handled in under a minute.
Customers value speed, and AI allows for this to be the case on every call.
Cost savings because of AI phone assistant
Besides the increase in support quality, speed, and efficiency, using AI for phone support will definitely save you money.
Most of the calls that your Shopify store gets should not be answered by humans.
In over 2,100 stores, Ringly agents averaged a 73% call resolution rate.
This saved these stores thousands in support costs each month.
Threat or opportunity for call centers?
Traditional call centers will still tell you that you need a human for phone support.
And they are partially right. Because AI can't solve every call, yet.
But given the results Rignly has already gotten for Shopify stores, it is logical to say that this will change the industry.
But most of all, it's an opportunity for stores to save money and improve their processes.
AI will improve further
We are still in the early stages of AI in general, and the more data it gathers from support calls, the better it will get.
This also means that you will learn more about your customers, since AI analyzes every call.
I personally think that Ringly will hit a 90%+ average resolution rate within 2-3 years from now.
Concerns with using AI phone support
Because of the fact that AI cannot solve every issue yet, it is still important to have transfer options for now.
This could be transferring to a human rep on the phone, or your agent could create a ticket in your helpdesk.
And it's also important to make sure your agent has access to the right and relevant information, so they will give the right answers.
Ringly will do this automatically by scraping your website again every day to find new information.
FAQs
What is an AI phone agent?
An AI phone agent is an artificial intelligence software that can interact with customers over the phone for help.
How does an AI phone agent work?
An AI phone agent uses natural language processing and machine learning algorithms to understand and respond to customer queries. It can also access databases and other resources to provide accurate information.
Can an AI phone agent transfer calls to humans?
Yes, an AI phone agent can transfer calls to humans if it cannot resolve a customer's query or if the customer requests to speak to a human agent.
What are the benefits of using AI phone agents?
AI phone agents like Ringly.io can provide 24/7 customer support, reduce wait times, and improve customer satisfaction. They can also handle a large volume of calls simultaneously, reducing the need for human agents.
Are there any limitations to using AI phone agents?
AI phone agents may not handle complex queries or understand certain accents or dialects. They also require continuous training and updates to improve their performance.
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