Artificial intelligence has completely changed the way companies communicate with their customers. One of the most revolutionary technologies in this sector is conversational voice AI, or Virtual Agents for voice support, which enables customers to understand and interact naturally in human language. This innovation is transforming customer service by providing more personalized, executive, and satisfying experiences.

This AI uses multiple technologies such as natural language understanding (NLU), large language models (LLM), sentiment and text analysis, machine learning, and interaction transcription and summarization.

What is conversational voice AI?

The conversational voice technology used by AI in Virtual Agents uses natural language processing and machine learning algorithms to enable the virtual agent to understand and appropriately respond to human-spoken queries.

Virtual agents are capable of maintaining meaningful dialogues, adapting to diverse communication styles, and providing accurate and relevant responses.

Main benefits of Conversational Voice Artificial Intelligence.

• Customer experience personalization. Companies can provide personalized experiences for each customer, tailoring responses to their personal needs and preferences.
• 24/7/365 availability. Virtual agents provide immediate assistance to customers.
• Improved work efficiency. By automating repetitive tasks through the use of voice artificial intelligence, it allows human agents to focus on more complex and strategic tasks.
• Reduced company expenses. This is a key advantage as it reduces the number of calls and improves the effectiveness of operational procedures.
• Improved customer satisfaction. By delivering a more personalized and efficient experience, thus fostering brand loyalty.
• Ease of use and implementation. One of the main advantages is their ease of use and adoption. The tools currently available feature user-friendly interfaces that allow companies to develop and customize their own virtual assistants without requiring a high level of technical knowledge.
• Seamless integration. Voice intelligence virtual agents offer integration apps with leading CRMs, ERPs, social media management platforms, messaging (WhatsApp, Telegram), among others, simplifying their adoption.
• Advanced Personalization. Virtual assistants will learn from user interactions to provide recommendations.

Conversational Voice Artificial Intelligence allows you to offer fully automated self-service with a human touch, assisting agents in real time to speed up resolution times, automate difficult tasks like quality management, and gain deep insights into customer behavior.

Self-Service Using Artificial Intelligence

Adopting self-service is an excellent way for companies to improve their customer service while reducing operational costs. Self-service options typically cost only $0.25 per interaction, compared to human agents, who cost $12 per interaction.

Self-service also helps reduce agent workload and will improve first-call resolution metrics and customer satisfaction, while reducing costs.

Real-World Examples:

• Retail: Virtual assistants to help customers and users discover products, make purchases, and track shipments.
• Online Banking: Virtual assistants capable of answering questions about financial products and carrying out transactions while effectively resolving common issues.
• Telecommunications: Automated technical assistance to resolve connection issues and service failures.
• E-Health: Offers the ability to schedule online medical consultations, medication reminders, and answers to health-related questions.

Customers’ feelings and emotions can be identified by virtual assistants, who can respond to them in an empathetic and understanding manner to provide an unparalleled user experience.

In a market where customer experience (CX) defines business success, TOGA Soluciones’ Artificial Intelligence solution is emerging as a leading omnichannel interaction management solution, empowering automation, advanced analytics, and personalization through artificial intelligence (AI). Its integrated native platform eliminates the need for costly standalone deployments, delivering a seamless, effective, and cost-effective experience.

Companies want to remain competitive in an increasingly demanding market and must consider implementing this technology. Are you ready to take your custome