The Benefits of Conversational AI
- Chapter I: Voice AI for CX Leaders: Transforming Support Without Losing the Human Touc
- Chapter II: Case Studies - What Impact Could Speech to Speech AI have on my numbers?
- Chapter III: What is the cost? The ROI of Speech To Speech AI Agents?
- Chapter IV: How CX / Support Managers Evaluate Voice AI
- Chapter V: Conclusions
Voice AI for CX Leaders: Transforming Support Without Losing the Human Touch
Does this sound familiar?
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Overloaded customer service agents struggling to meet the growing demand.
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Inconsistent customer experiences that leave customers frustrated, especially during peak hours.
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Declining CSAT scores and rising levels of customer frustration due to long wait times and repetitive interactions.
- Higher expectation of the advanced Internet Web3 instant answer economy, where Google & ChatGPT serve up instant answers.
Something needs to change—our support experience isn’t scalable.
Are you familiar with the game changing new Technology enabled by 10 advancements released September 2024? Its technical but what Customer Service Leaders are noticing is how the new technology impacts their customer service statistics and costs.
Where did these numbers come from?
SimplyAI Have pulled together the research from Forrester, IBM, Twillio, McKinsey, Gartner, Deloitte,NICE and many more, into this summarised PDF.
The different sources highlight the game changing improvements that Speech to Speech AI agents are achieving.
To the Customer Service Director this means:
More calls handled by a naturally speaking agent
Higher customer satisfaction
Nearly 85%-90% calls from customers handled by the first interaction
Real time interaction
Empathy and emotion detection
Multilingual capability changing languages mid conversation
Tailoring The Speech to Speech AI Agent
There are a number of other factors not least "tailoring the AI agent" to know your Data.- Different technical models just enable the Speech to Speech Voice AI agent to manage or access larger amounts of data.
- What's the difference?
- The more data you want the agent to understand and access the bigger the data set.
- And those technical capabilities mean you can now take "unstructured data" PDF's, Images, Files and organise them with the latest tools so they can be accessed quickly, in real time.
Look at the Numbers recorded in the research
(click on the image it will expand):
Speech to Speech or Voice AI / Conversational AI
Key features of Speech to Speech AI Agents that can conduct conversational real time interactions with customers:
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24/7 availability with no need to expand the team, enabling support around the clock.
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First-call resolution improvements via smart routing and conversational voice technology that understands customer intent.
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Reduced wait times = Improved CSAT, leading to a better overall customer experience.
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Voice AI supports, not replaces human agents, enhancing their capabilities with virtual assistants for more complex, empathetic tasks.
Emotional Reassurance: The Human Touch Remains
“Voice AI won’t make us less human—it will help us be more responsive, available, and focused where it matters most.”
Voice AI is not about replacing agents; it’s about enabling them to focus on high-value, high-empathy interactions by automating routine tasks through virtual assistants and voice recognition technology. This allows support teams to handle a higher volume of customer inquiries while improving the overall service quality and maintaining strong customer relationships.
Want to see an AI Agent with Speech to Speech working for yourself?
We recommend three simple steps:
1. Watch the AI agents working now - 6 Use Cases
2. Get a demo agent built for you FREE
- We will create a branded agent video
- Showing your demo agent working
- In your desired Use Case
3. Have a 15 minute Q & A call to set up the demo agent.
What is the cost? The ROI of Speech To Speech AI Agents?
Before we go into costs and ROI these are the key take outs from the Micro Businesses:
- They generated more bookings quickly up 30% within 30 days.
- They Increase Leads as much as 320%.
- They cut admin time following up customers who had already got another solution.
- They cut response times by 99% from hours to typically 3 minutes.
- They removed simple repetitive questions from the voice agents/employees.
- They allowed their team to work on more rewarding business use cases with a higher impact.
- They Increased customer satisfaction by 20%+
What are the ROI numbers and Customer satisfaction numbers versus legacy technologies?
- IVR v Speech to Speech AI Agents or Voice Agents 10:1 ROI Ratio.
- Chatbots v Speech to Speech AI Agents or Voice Agents 14:1 ROI Ratio.
- Speech to Text v Speech to Speech AI Agents or Voice Agents 21:1 ROI Ratio.
What does the ROI Research and Performance Research Show?
- First time resolution rates
- Agent fix rates without escalation or containment rates
- Average handling times
- Customer satisfaction rates
- How much call handling costs would reduce
- What the satisfaction impact is on customer churn.
- What the lower costs would be, assuming circa £4 a call for a human agent.
- What the ROI against the monthly cost of the Speech to Speech Agents.
The Performance rates in each area and the impact on costs, satisfaction and churn.
The stats you CFO would be Interested in, the ROI. For IVR the return on monthly cost is 10.1:1
The Important assumption is this ignores the set up costs, which is giving the agent the data to answer the queries.
The summary is against IVR the new Speech to speech Voice AI Agents payback on monthly cost in a little over 5 weeks, and including the set up costs inside the quarter.
Clearly the more agents the more cost (bigger the impact), the more sophisticated the data ingested to answer customer questions, the bigger the impact will be on first call containment rates, so while their will be a greater cost, the more comprehensive the data the agent refers to, the better the agent(s) perform.
The Revenue upside is excluded from these Speech to Speech Voice AI agent numbers
What isn't factored in because the impact is different in each use case is the revenue and margin impact.
The Micro businesses in the previous chapter were:
- Reducing response times by 99%
- Increasing Bookings by 30%
- Increasing leads by up to 320%
None of these are factored in.
So the Question we would pose is - can you afford not to investigate a new technology that has a fast ROI, impacts costs substantially, elevates your team to tackle less mundane richer return work & helps you win v competition?
How CX / Support Managers Evaluate Voice AI
We recommend you experience the technology yourself.
The Options are:
- Get a demo of an agent made for your business to socialise.
- Have a 15 minute call to tailor that demo agent to your business and your use case.
- See for yourself how the agents work here
You'll see what the technology actually does and how these technology advancements impact real conversations. For the more technical CXO's you'll be familiar with these terms.
Below is a guide to take you through how a Speech to Speech agent performs in each area.
Natural Language Understanding (NLU)
Can Voice AI understand real customer conversations—including slang, accents, sentiment, and multi-intent queries?
How Voice AI Solves It:
Live demos showcasing real-world interactions.
Sample call flows that demonstrate accent adaptability and intent recognition.
“Will it understand our customers?”
Reassurance: Demo results prove Voice AI excels in recognizing diverse spoken language and speech patterns, similar to how virtual assistants like Google Assistant respond to everyday conversations.
First Contact Resolution (FCR)
AI should resolve more queries in one call, reducing escalations and improving efficiency.
How Voice AI Solves It:
Case studies showing a 20-30% improvement in First Contact Resolution (FCR).
AI-driven smart routing for faster, more accurate solutions.
“Will AI lead to more escalations?”
Reassurance: Voice AI includes clear visual handoff flows, ensuring smooth transitions to live agents when necessary, so no customer is left in limbo.
Customer Satisfaction (CSAT)
Voice AI must improve the customer experience, not frustrate it.
How Voice AI Solves It:
Empathetic voice design and dynamic responses from Voice AI.
“Will customers accept interacting with AI?”
Reassurance: Voice AI is designed to sound natural and empathetic, like a human voice, and offers the option to escalate to a live agent at any time, ensuring customers feel heard and valued.
Multilingual & Dialect Support
Voice AI must handle diverse regional accents, code-switching, and multiple languages.
How Voice AI Solves It:
Supports 20+ languages, including dialect tuning and cultural nuance detection.
Real-time language switching for seamless multilingual interactions.
“What about non-English speaking customers?”
Reassurance: Live demos demonstrate Voice AI's multilingual capabilities, providing native fluency and seamless communication in different languages and dialects.
Escalation Handling & Fail-Safes
Voice AI should know when and how to transfer a call, ensuring smooth escalation when needed.
How Voice AI Solves It:
Visual escalation maps showing exactly when and how calls are transferred to live agents.
AI triggers warm transfers, ensuring full context is passed to the human agent for seamless continuity.
“What if Voice AI fails to understand?”
Reassurance: Voice AI includes fallback mechanisms, ensuring no dead ends. If AI can’t resolve an issue, it smoothly hands off to a human agent, ensuring no disruption in the service quality.
We believe a demonstration will turn Skepticism into Confidence
Voice AI is not just about automation; it’s an augmentation tool that empowers support teams. By improving CSAT, FCR, and offering multilingual support, Voice AI reduces agent workloads while enhancing the overall customer service experience.
With voice commands, human speech recognition, and AI-powered virtual agents, Voice AI helps businesses meet customer expectations, providing a human-like conversation while boosting operational efficiency. It’s not just a machine—it’s a virtual assistant, driving the future of voice in customer support.
Key Concerns & How to Overcome Them
Every Customer service manager or Director has the same types of concerns:
Concern: “Will my team accept this? Will they feel displaced or frustrated?”
How to Overcome:
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Highlight collaborative AI features to your staff:
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Voice AI flags calls for agent follow-up, enabling agents to focus on high-value, complex cases.
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AI augments—not replaces—human expertise.
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We can handle what is called unstructured data, PDFs, Images, Text, Manuals and ingest. them and tag them for:
- Certain Questions
- Certain customer personas
- Certain scenarios
The better the plan and testing the better the agent. Remember we are NOT trying to handle every call, we are trying to remove the calls that are easy to resolve, repetitive and and boring for your team to deal with.
Involving your team in testing and refining the data and the Agent is key.
Proven CSAT & NPS Uplift from Pilot Runs
Show pre- vs. post-metrics:
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“+12% CSAT increase after deploying Voice AI for Tier 1 support calls.”
Visual data comparisons build confidence.
Handles Spikes & Seasonality
Frame Voice AI as a pressure valve for peak demand:
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“Your team never has to drown during high-volume periods again.”
Voice AI scales effortlessly during: -
Sales surges
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Product launches
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Incident spikes
The only way to tackle these concerns is through our Tailoring and Testing system (TTS)
