Max Comparetto demos AgentForce Voice, a conversational AI that handles inbound calls instead of traditional IVRs. Supervisors can monitor live conversations and click in to take over, letting humans and AI work together. The pitch: contact centers stop being pure cost and start generating revenue.
The first time that I called and spoke with it and did not realize that I was talking to AI. I know you sound like a real person. My name is Max Comparetto. I'm the director of product for AgentForce Voice. Today, when a customer picks up the phone and calls a brand, they're greeted by something that feels really impersonal. Press one for sales, press two for service, and it's just a terrible experience. Agentforce Voice is improving that customer experience and making that flow more conversational and natural, allowing the user to just express in their own terms how and what they need help with. What you see is a being placed by a customer coming into view for a contact center supervisor who's able to see in real time every live conversation that's taking place between an AI agent and a customer. When they want, they can click into one of those conversations that an agent's having with customers. They can take over a conversation if they don't like the way it's going, and they have full control over that experience that their customers are having with the brand. The story of humans and AI being better together is highlighted here in the sense that human service reps are always going to be needed. We're not replacing humans, agents, or service reps. Agent Force Voice is a game changer because brands have never felt like it would be possible to convert contact centers, which are historically cost centers, into revenue drivers. That's just the opportunity that they're getting with AgentForce Voice.
