Digital channels continue to change customer habits, but phone support is far from dead. In fact, CX leaders report increasing volumes of incoming calls. According to McKinsey, 61% of CX leaders report an increase in total calls, with 58% expecting this trend to continue. This means contact centres would need to find ways to handle rising call volumes, without keeping customers waiting (and without overloading agents).
AI-powered voice agents like voicebots are becoming a go-to solution for CX teams looking to optimise phone-based customer support. Let's take a look at how these solutions work and why you should consider implementing one for your business.
Voice technology is changing customer engagement
We’re all familiar with voice-activated assistants like “Alexa, play Spotify” or “Siri, what’s the weather tomorrow?”. These everyday tools are a perfect example of how voice technology is transforming customer engagement.
AI-driven voice agents (or voicebots) apply this same technology to customer support. They understand natural speech, answer questions in real time, and help reduce the load on human agents — all while improving service consistency.
In fact, 73% of consumers agree that AI-powered assistants can help reduce wait times, a critical concern as 53% of respondents say waiting too long for a response is the most frustrating part of interacting with a business, according to Tidio. That’s a big opportunity for teams looking to improve experience and efficiency at the same time.
Why voice agents are gaining traction in contact centres
AI voice agents aren’t just a nice-to-have; they’re increasingly essential. Here’s why more contact centres are turning to voice AI to transform their phone support:
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Up to 70% of Tier 1 issues can be resolved by voicebots — no agent needed
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Cost per call with a live agent: €6–12. With voicebots? Just pennies
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Voice AI users report 35–40% call deflection and 30% faster resolutions
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They scale effortlessly with demand, without adding pressure to your team
And while efficiency is key, the real benefit is in freeing human agents to focus on the moments that matter most.
How Puzzel’s Voice Agent delivers smarter phone support
Personalisation that’s context-aware: The Puzzel Voice Agent goes beyond basic responses. It uses generative AI to understand the nuances of human speech and tailor its responses based on previous interactions. This means customers get more relevant and personalised answers, making them feel understood and valued. Over time, the Voice Agent learns from past conversations, improving its performance and offering even more accurate support with each call.
Instant responses, no more waiting on hold: One of the main advantages of Puzzel’s Virtual Voice Agent is its ability to provide instant responses to customer queries, 24/7. With AI-powered technology, it recognises natural language, ensuring accurate, personalised responses. The Voice Agent is always available, reducing frustrating wait times and ensuring your customers never feel left in limbo. It even works outside of regular working hours, making sure that no query is left unanswered.
Smooth customer journeys and seamless handover: Puzzel’s Voice Agent doesn't just answer questions; it ensures a smooth customer journey. With capabilities such as SMS follow-ups, ticket creation, and easy handovers to human agents, it’s designed to enhance every step of the customer experience. If the Voice Agent cannot resolve the issue, it transfers the customer to the appropriate agent, ensuring minimal friction and a quick resolution.
Data security and compliance: Data privacy is a top priority, and Puzzel’s AI Voice Agent is built with advanced safeguards to ensure that customer data is handled securely and in compliance with GDPR. Whether it's anonymising data or managing access permissions, you remain in control of how your AI voice agent interacts with customers. The Voice Agent also offers built-in security measures that protect both customer and business data, so you can be confident in its safety and compliance.
Analytics for continuous improvement: To help you optimise your customer service, Puzzel’s AI Voice Agent comes with powerful analytics tools that provide deep insights into customer interactions. Track key metrics like automation rates, the most common queries, and reasons for agent handovers. These insights allow you to continuously improve the Voice Agent’s performance and better understand what your customers need, ultimately enhancing the overall experience.
The bottom line
AI voice agents like Puzzel’s are changing the game for phone-based customer support. They help you:
- Faster resolutions: By answering simple queries instantly, the Voice Agent frees up human agents to focus on more complex issues.
- Improved customer satisfaction: With personalised, accurate responses and reduced wait times, customer satisfaction soars.
- Scalability: AI voice agents can handle increasing call volumes without adding stress to your agents or infrastructure.
In conclusion
Virtual voice agents are quickly becoming a crucial tool for contact centres. With Puzzel’s AI-powered Voice Agent, you can ensure that your customers get the fast, accurate, and personalised service they expect, without long hold times or frustrating menus. By incorporating AI into your phone support, you can improve customer satisfaction, enhance operational efficiency, and ensure smooth, seamless experiences for both customers and agents.
Ready to elevate your phone-based customer support? With Puzzel's VirtualVoice Agent, you can provide instant resolutions, personalised interactions, and smooth call handovers—empowering your contact centre to thrive in today’s fast-paced customer service environment.
