Tim DaviesCEO Projekt Rising - The expert AI partner for SMEs

Voice AI in customer service and receptionist roles

19 Jul 2024

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A short excerpt from a Tim Davies YouTube video discussing voice AI applied to telephone receptionist and customer-service roles. The speaker outlines how a voice-synthesized AI receptionist can converse with callers, collect identifying information (name, phone, email), perform mild identification, and schedule meetings by checking calendar availability — combining conversational experience with action-oriented integrations.

But the good thing from there is that we can now have a telephone bot where we can talk to AI. We can put in a receptionist that has specific purpose, that says specific things, that has an understanding of its role. But we can then also combine that with the ability to interact with something else to achieve an outcome. So we combine this voice synthesis with some mild identification where we're giving it the ability to take action. Then we can have a receptionist that can answer the phone, can ask for somebody's phone number, email name, and can book a meeting in their calendar that's aligned with the availability in our calendars, all in the flow of a conversation. When you start to think, okay, we can take this ability to have a conversation and then get an outcome from it, as well as having a rewarding conversation for the individual who's made contact with this voice AI, it starts to open up some really interesting possibilities.