The buzzword “agentic” is gaining traction, with ServiceNow and many companies investing in AI agents. Voice AI, a key area of advancement, promises to enhance customer interactions dramatically by 2025. According to Regal’s CEO, Alex Levin, the technology has matured, enabling complex tasks like automated negotiations—an impossible feat just two years ago. However, Levin warns that many AI agent projects fail in execution, emphasizing that companies must strategically integrate these tools for success. Success with AI agents is iterative, he notes, and sectors like insurance and healthcare are leading this charge, as AI reduces costs while delivering high-quality service. Looking ahead, Levin predicts a shift toward voice interactions, with over 90% of customer engagements anticipated to be voice-based, offering a more human-like experience. As traditional chatbots fade, companies must adapt, catering to the increasing preference for voice communication in customer service.
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