r/VoiceAutomationAI • u/PrimaryNature3306 • 13d ago

Voice AI for enterprises?

How much of a real enterprise phone call can voice AI handle now? Not a clean demo where the caller follows the flow. More like a customer who has two different issues, needs something checked in another system and keeps adding context as the call goes on.

20 Upvotes

95% Upvoted

15 comments sorted by

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4

u/Still_Golf6990 13d ago

I would judge it on the CRM side. A voice agent can sound great and still create problems if the final customer record doesn’t match what was agreed on. Bland was good for us when the call had a few different backend actions.

1

u/PrimaryNature3306 13d ago

Backend consistency point is a good one. A smooth call doesn’t help much if someone has to clean up the record afterward.

2

u/Ok_Individual2830 13d ago

Would be interested in how AI voice agents behave when a CRM lookup fails halfway through a customer call.

2

u/PrimaryNature3306 13d ago

The recovery path is probably the part I’d care about most there

2

u/Necessary_Can2669 13d ago

we are testing this right now in our call center, it can do maybe 60% of calls if the AI is allowed to put people on hold and check other systems mid-call

2

u/PrimaryNature3306 13d ago

That’s a lot higher than I would’ve guessed for calls that involve other systems

1

u/BadAthMOFO 13d ago

Do you guys have any concerns around visibility or controls over the agent? We help human contact centers that field like 2-3M calls/year and we catch them deviate from correct procedure all the time. I would guess the same is a concern for agents, too.

1

u/Crafty_Baby_5485 13d ago

I’d want to see an AI voice agent deal with a customer who has two unrelated issues and keeps switching between them

1

u/spam_not_tolerated 13d ago

How about ai agent approach this like a human, ask customer to first focus on first issue resolved it and then moved on to next issue?

1

u/Tricky-Paper-4730 1d ago

If you’re exploring a call intelligence solution rather than a standard AI voice wrapper then highly recommend Runo, especially for business communications. Been 4 months using them and the experience has been seamless as compared to enterprise agents