Helping Voice-based Customer Support | Orchestrated by Quantanite

The Art Of Converstation

How Quantanite Merges Human Support & AI to Enable Optimized Voice-Based Customer Service

It’s genuinely exciting, isn’t it? The more you get to work with AI, the more you begin to understand the amazing world of new possibilities opening up in front of us. The way we live, the way we learn, the way we earn, all of it.

And yet, for most people there’s a worry we might end up losing some good things in the process, that AI – with its almost boundless capabilities – will somehow replace the reassurance of human contact.

We feel that too.

And that's why our 'People and Digital' in partnership philosophy underpins our approach to providing truly superior customer service.

Human Touch Still Matters

As human beings, we need the empathy, active listening, and personalized support that only a human customer service agent can offer - someone who can relate to us.

But we also want efficiency, accuracy and fast resolution - all those things that AI does so well – to give us the best of both worlds.

That’s what our hybrid support approach is all about.

Combining human agents and AI for best outcomes

Our strategy for blending automation with live agents for complex queries enables us to optimize interactions and offer multiple in business/customer benefits including:

Personalization at Scale

AI allows Quantanite to personalize customer interactions using data-driven insights delivered to the human agent at quantum speed for them to utilize, and leaving them free to provide the emotional intelligence and contextual relevance appropriate to a one-to-one conversation. AI tools can assist human agents with real-time information (such as the customer’s tone of voice (angry, confused, etc.) and a short suggestion on how to deal with it or a summary of past interactions that the human agent can quickly read while being on the call with the customer or making a recommendation on how to respond to the customer based on real-time speech to text analysis. This can help to guide more accurate responses and ultimately enable faster issue resolution.

Reduced Wait Times and Enhanced Efficiency 

Being left to wait on hold. Listening to terrible music. Being forced through an elaborate and endless matrix of options. We’ve all been there.

But it doesn’t have to be that way anymore. By integrating AI into customer service, you can significantly reduce wait times by handling basic queries fast through automation – or by routing customers quickly to the agent with the relevant knowledge and skills to serve them promptly.

Human Oversight When it Matters

It’s a fact of life that things are complicated sometimes – and explaining the situation to an AI-driven system could add unnecessarily to a customer’s frustration.

That’s why Quantanite’s Voice Support solutions are designed to quickly escalate complex or sensitive issues to the care of a human agent whenever critical thinking and empathy can and should form part of the response.

Continuous Improvement with AI Analytics

And last but not least, remember that Quantanite’s Voice Support solutions continuously empower you to improve service quality and customer satisfaction with AI-generated insights informed by call analytics and customer feedback.

The opportunity for your business or organization to make a step-change in voice-based customer service support is here now and we’d love the chance to discuss it with you.