AI Assistants and AI Agents build on Natterbox’s suite of AI-powered solutions, which includes AI Advisor, a solution that automates post-call summaries, updates CRM records and delivers live coaching insights to agents and their managers.
Natterbox, the AI-powered contact centre provider, has launched AI Assistants and AI Agents – part of its dynamic AI workforce fully integrated into the CRM, designed to cut call queues, reduce costs, and free up human agents to focus on higher-value interactions that drive loyalty and growth.
The AI Assistants can handle up to 70% of routine customer queries, such as answering frequently asked questions or checking order statuses, while AI Agents go further by completing end-to-end tasks like processing refunds, scheduling appointments, and cancelling orders, all without human intervention.
This combination helps businesses scale support without increasing headcount, delivering faster, smarter service across voice, SMS, and WhatsApp.
Key Benefits:
- Eliminate Queues: AI Assistants and AI Agents ensure that customers do not have to wait until a human agent is available before their call is answered. AI Assistants act as an instant first point of contact for customers and will escalate any queries that cannot be resolved immediately.
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- Intelligent Escalation: The AI can be trained to identify cues from customers, such as keywords or emotional signs, to know when to pass to a human agent to avoid a negative customer experience. When a query is escalated, it is routed to a specialised human agent with a summary of the query.
- Empower Human Agents: AI Assistants and AI Agents handle repetitive FAQs and time-consuming tasks such as updating passwords without human input. This empowers human agents to focus on solving more cases.
- Provide 24/7 Customer Service: AI Assistants and AI Agents enable businesses to offer round-the-clock customer support without paying out of pocket for out-of-hours human agents.
Neil Hammerton, CEO and Co-Founder at Natterbox, said, “This is a critical shift in the contact centre industry. Human agents should not be wasting time and talent answering basic questions and resetting passwords. This is both expensive and demoralising.”
“With AI Assistants and AI Agents, the AI workforce does what it does best: handle repetitive, resource-intensive queries so that human agents can focus on delivering real value to customers.”
AI Assistants and Agents from Natterbox can be trained using as little as a website or a PDF, allowing companies to get started quickly without requiring a data transformation project.
Thanks to a workflow drag-and-drop set up, businesses can easily integrate AI Assistants and AI Agents into existing routing frameworks without the need for resource-intensive reconfigurations.
AI Assistants and AI Agents build on Natterbox’s suite of AI-powered solutions, which includes AI Advisor, a solution that automates post-call summaries, updates CRM records and delivers live coaching insights to agents and their managers.
ALSO READ: UK Consumers Call on AI to Save “Broken” Customer Service
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