Voice-based virtual assistance has been experimentally and successfully used to manage customer issues. However, the purpose of AI usage was never to replace human labour with AI efficiency; rather, it was always a sweet spot between the two that businesses had been looking for. The objective is not to cut human labor, but to combine the powers of personalization and efficiency with empathy to yield better customer satisfaction. Only then can businesses expect to stay ahead of the competitors who rush at breakneck speed to overtake them.
Thinking about why AI needs to be introduced when sales have been going fine for so many years with traditional methods of communication? Here’s some self-explanatory data that will help you realize the importance of AI in CX:
- By 2025, 89% of companies will be competing with each other principally on customer experience rather than on other modes such as pricing and quality of products
- 72% of CX experts believe that AI is an able collaborator to human agents in upholding brand value and image
Therefore, your business needs to revamp its CX team and focus on talent acquisition that aligns with relevant skillsets suitable for automation technology.
In this article, let us first understand what voice-based virtual agents are capable of and how they can effectively collaborate with human agents rather than replace them.
What are Virtual Voice Agents and What are They Capable of?
Earlier, automated customer service meant pre-recorded messages that often did not align with the troubleshooting needs of customers. With the advent of AI, CX services have become streamlined, and the progress of ticket resolution can be tracked in real-time to ensure customer satisfaction.
Virtual voice agents are systems that employ conversational AI so that routine customer queries can be dealt with effectively. One clear advantage of voice agents taking up these repetitive tasks is that human agents can free up time to tend to more prioritized issues. Let us take a look at some other important functionalities of voice-based virtual assistance:
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Help with Tier-1 Issues:
By identifying the issues that can be solved by providing the required information, virtual voice assistants can detect if the problem has to be escalated to tier-2 or tier-3, and do the needful by notifying the teams that are suitably equipped to help the customer.
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Keeping the Customer Informed:
Keeping the user in the loop is always a great way to reduce customer anxiety and order cancellations. The revenue boost businesses thus receive is not at all meagre, considering the fact that 35% of customer service calls are regarding the status of an order.
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Payment Reminders:
When it comes to payment-related notifications, the informal nudge by a virtual voice assistant is more soothing to the customer than an actual human agent asking to settle accounts. Furthermore, scheduled messages and emails reminding customers enable them to pay on time without having to spend time interacting with CX support, increasing customer satisfaction.
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24/7 Availability:
Voice-based virtual assistance can be available for the customers of a business every day of the week, throughout the year. It is challenging to achieve such feats with human agents, especially without a noticeable decline in performance.
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Consistency in Brand Values:
An automated customer service makes sure that your brand policies and values are reflected in CX behavior throughout. Thus, integrating voice assistants into your business could be a big step towards building a reliable brand for customers.
Thus, virtual voice agents can enhance customer satisfaction and boost sales for you in 2025.
What Can a Human-AI Collaboration Achieve for Your Business?
As we have already made the point before, AI-based voice systems are not here to replace human labor, but to augment its efficiency. A significant advantage of AI is that while it works towards providing superior CX service to customers, it gathers actionable data that can inform a business’s future policies. Let us take a look at the other important advantages that your business could have access to if it opts for voice-based virtual assistance.
Enhance Efficiency and Productivity
Voice-based virtual CX can make a world of difference to your company’s overall productivity by
- Automating repetitive tasks so that you can build a more effective workflow and increase the rate of real work done
- Giving you more breathing space that you can utilize to strategize better for better business outcomes
- Accurately identify the lacuna in your work processes so that you can rectify them and align them with ongoing market trends
In 2025, you can say goodbye to non-productive days that were spent dealing with bottlenecks and reimagine your business operations with a positive outlook.
Cut Costs and Reinvest Wisely
It is important to manage your business expenditures so that you do not end up investing in an unsystematic way. Modern businesses employ AI to manage every important stat so that they can efficiently manage their inventory, avoid overstock, and thus prevent a cash crunch. In the CX context, voice-based virtual assistance reduces the need for human intervention by 50%. Thus,
- There is no need to have a dedicated HR team for CX-related talent acquisition
- You could do away with the necessity of renting spaces for CX departments
- Avoid miscellaneous costs associated with maintaining a big team, quality analysis, and progress management
These costs thus saved can be retrenched towards scaling your company, widening your customer base, and enhancing revenues significantly in 2025.
Improve Conversion Rates
The best part about voice-based virtual assistants is that they not only help you increase customer satisfaction but are inherently efficient with your company operations. Conclusive data suggest that virtual voice diallers can shoot up conversion rates by 25%, which is not a mean feat to achieve. Thus, the long path from lead generation to successful sales can be significantly curtailed, earning you more revenue than ever.
Boost Return on Investment (RoI)
Businesses expect a quantifiable RoI when they invest in a service that is supposed to cut costs and boost revenue. However, it must be kept in mind that there is more to RoI than meets the eye. Brand value is something that does not grow overnight, and its effect on sales and revenue is often slow to reflect. In any case, the following is the general formula that is used to calculate the RoI of voice-based virtual assistance:
(Net profit made – Total investment)/Total Investment) x 100
However, it must be kept in mind that one must not jump to conclusions when it comes to RoI. The reason why businesses view RoI subjectively is
- The relative goals and the time period are important variables in determining the actual RoI
- When adjusted for per-year value, a multi-year investment and apparently profitable RoI might fall flat before a one-year wonder investment
With AI-dubbing technology and other advanced mechanisms allowing for production localization, businesses are cutting costs by about 35% and thus enhancing their RoI!
In 2025, choosing the right outsourcing agency for voice-based virtual assistance is the key to yielding a good RoI. It is always better to go with a brand that has experience in your business domain and a comprehensive understanding of your short- and long-term goals.
Think You Could Do Better with CX calls? Look No Further and Outsource to Atidiv!
Companies in 2025 are largely competing in terms of CX, and all other metrics have been shifted to having secondary importance. Outsourcing brands like Atidiv make sure that your business does not lag behind when it comes to customer satisfaction.
Let us look at a few of the many advantages that you would unlock once you decide to team up with Atidiv:
- A thorough understanding of your requirements so that the possible snags can be identified at the earliest
- Work together with a team of experts who specialize in strategy building, so you can rest assured about the quality of assistance
- As an extension of your internal team, Atidiv makes sure that your briefs are followed to the word
- Access to actionable, AI-driven insights that allow you to frame better policies and marketing campaigns in the future
Atidiv has been working in the CX industry for 15+ years, working at an average CSAT rating of 4.8 after more than 200K CX deliveries. Get in touch with Atidiv today for the best inbound and outbound call center services, email answering service, and virtual voice support, among other exceptional services!
FAQs about Virtual Voice Agents
1. Can voice-based virtual assistance help me cut costs for my small business in 2025?
Yes, voice-based virtual assistance is one of the best tools to cut costs for your small business because it does away with the need to have an extensive in-house team. Thus, you need not worry about salaries, rent, HR teams to hire such talents, and other costs. The capital thus saved could be invested in other important areas aimed at business growth.
2. Why should I outsource my CX if I can do it with a reliable in-house team?
Even if you have a reliable in-house team that takes care of all your CX needs, you might not be able to hire an equally competent team in a short time if you suddenly need to upscale your business. Thus, outsourcing with trusted brands like Atidiv is always a good idea as it always keeps you ready for all seasons, and you can even flexibly adjust the costs according to seasonal requirements. Additionally, you get access to specialized technology and experts who could make a great deal of qualitative difference to your current CX performance.
3. Does voice-based virtual assistance really enhance work efficiency for employees?
Yes, voice-based virtual assistance definitely increases the overall efficiency of a business because it makes way for better coordination between teams. Furthermore, customers can be tended to according to priority and reduce the first response rates (FRR) to maximize customer satisfaction. Thus, you get a cumulative positive impact on your sales and revenues with increased customer retention and reduced churn.