Hey folks! I've been diving into the world of voice agents recently to help automate customer interactions, and I'm trying out a few tools like Intervo, Google Dialogflow, Amazon Connect (with Lex), and Twilio Autopilot. But I'm still in the early testing phase. I'm really interested in how others are utilizing these tools in their actual workflows—things like support, sales, appointment scheduling, lead generation, etc.
Specifically, I'd love to hear your thoughts on a few points:
- Which tool was the easiest for you to set up?
- How natural did the conversation flow feel with your users?
- Any insights regarding cost, reliability, or integration headaches you ran into?
Since I'm pretty new to AI voice technology, I'm trying to figure out the best path forward. Please share your experiences—what worked well, what was frustrating, and why you chose one tool over the others. Thanks a lot!
6 Answers
I had AI for both reception and support, and no one liked them. I ended up removing them both. Latency was terrible, and the understanding/transcription wasn't acceptable. If those issues were fixed, I'd consider giving it another try. What agents were you using?
If your support line is just an AI agent that nobody likes, you're asking for trouble. It leads to shadow IT—people finding ways around the system instead. A bad AI can do more harm than good. It needs to feel supportive, not like an obstacle.
Fair point! Having a bad AI could really backfire.
My experience has been quite negative. Customers find them annoying and it slows down problem resolution. If all your agents are busy, just offer a callback option instead. That way, you won't waste your customers' time, but definitely follow up; otherwise, you risk losing their trust.
Honestly, a lot of customers don't want to talk to a robot. They'd prefer a simple option that redirects them to the right person. From my experience, a straightforward setup with minimal options always works best. When there are too many choices, most people just get frustrated and hang up. I used to work for an MSP where we had a fallback to send calls to reception when people pressed random buttons. Guess where all those calls ended up? Right to us!
That makes sense, thanks for sharing!
Good advice, I'll keep that in mind! Thanks!
We use AI in a really basic way—we set up scripts with the AI's help, but the actual voice delivery is manual. I wouldn’t trust full AI interactions in our business because they can be frustrating. It's just not reliable enough yet.
Interesting approach! How do you manage the manual uploads and syncing? I'd love to know more about that.
We set up MS Teams with pre-recorded prompts and direct calls to live agents or further options. It's been a smooth setup for us.
Thanks for the tip!
Latency is a killer; I'm curious to know which AIs you had as well!