Voice Robots Transform Business Phone Services
MCN Telecom experts explained how AI in virtual PBX systems recognizes customers' natural speech and reduces the workload on call center operators.
Traditional call scenarios were based on IVR, where users had to press numbers to select an option. AI in virtual PBX systems changes this approach by recognizing natural speech without requiring button presses. A voice robot handles routine questions, such as order status inquiries, while conversation data is transferred to the CRM system.
Another feature is call transcription, which converts completed conversations into text in more than 30 languages. This speeds up the analysis of managers' performance and the training of new employees.
For more complex tasks, telephone AI agents are used. They conduct conversations and transfer complex cases to a manager along with the context. One online store used an agent to handle an increase in delivery-related inquiries without expanding its staff.
MCN Telecom experts note that AI in call centers does not completely replace operators but takes over low-margin, repetitive work. Specialists recommend introducing automation gradually, from voice robots to AI agents.
