AI Virtual Agents: Where to Start Without Breaking Your Contact Centre

Every week someone asks me, “Rami, should we be doing AI?” My answer: yes, but start smaller than you think. The best AI projects I’ve seen started with pain points, not a grand plan. If it’s repetitive and eating your agents’ day, it’s a candidate.

Start with the Requests Nobody Enjoys Answering

Order status, appointment changes, password resets, “What are your hours?” An AI virtual agent on voice, chat or SMS handles these 24/7 and frees your people for conversations that need a human.

Keep Humans in the Loop

AI doesn’t replace your team; it makes their day easier. Agent assist summarizes calls, suggests answers and writes after-call notes. When the virtual agent hits something it shouldn’t handle, it hands off cleanly with the context attached.

Pick the Platform Last

There are great options: Talkdesk, Five9, NICE, Genesys, Zoom, Dialpad, Level AI, Yellow.ai, Regal and more. As a vendor-agnostic certified delivery partner, we start with your use cases and existing stack, then match the platform to the job.

Measure What Matters

Containment, resolution, customer satisfaction and agent time saved. If you can’t measure it, you can’t prove it worked.

Want a free walk-through of what AI could handle for you? See our Customer Experience & AI page, check the FAQ, or book a meeting.

— Rami

Published by Quantitel. Tags: Quantitel, Customer Experience & AI.