I'm curious about the practical applications of voice AI in service desk environments. Are there any platforms that stand out? Besides logging tickets, what else can voice AI do to assist employees?
3 Answers
Voice AI might have its uses, but I think it largely depends on the type of company. If you're in a complex environment like SaaS, AI may fall short for support tasks. Plus, users usually prefer transparency—if they know they're talking to AI, they're more likely to demand a human agent.
And if AI tries to redirect users to public docs, it better check if they've already looked at them!
I can’t see how talking to AI would be better than a human. If someone is reaching out for support, it's because they need help, not because they want to struggle with an AI.
Honestly, many users dislike voice AI in support roles. Most people just end up asking for a human because the AI usually doesn’t understand their specific issues and can be quite frustrating. Plus, if they think AI will replace human agents, it can lead to a lot of discontent.
So true! Sometimes it feels like talking to a wall. I'd rather wait for a real person.
Totally agree! It seems like a waste of money when so many just want direct human help.
Right! It's all about how well you train the AI and whether it's equipped to handle real issues.