AI-powered voice solutions are redefining customer service, making businesses available 24/7 and setting new standards for engagement. Hakob Astabatsyan, CEO of Synthflow AI takes a close look.
No longer just answering calls, AI agents now handle everything from resolving inquiries to completing transactions with human-like efficiency. But as these virtual assistants grow more sophisticated, the key question for customer service managers is: can they truly revolutionise customer support and enhance the overall customer experience?
A recent report from Andreessen Horowitz highlights the rapid growth of the AI voice market, which reached £4.3 billion in 2024–a 25% increase from the previous year. By 2026, it is expected to hit £7 billion. Meanwhile, customer behaviour is shifting, with 60% of smartphone users regularly using voice assistants in 2024, up from 45% in 2023. This increasing reliance on voice technology signals a major transformation in how businesses interact with customers.
Several technological advancements are driving this shift:
- New Voice-to-Voice LLM & Improved Natural Language Processing (NLP) – AI agents now offer more accurate and context-aware responses, enhancing customer satisfaction
- Edge Computing Integration – Reducing latency in voice processing means faster responses and a smoother customer experience
- Multilingual Support – Expanding language capabilities allows businesses to serve global customers more effectively
For customer service managers, these developments present both opportunities and challenges. The key is understanding how AI agents can be leveraged to improve efficiency, reduce costs, and enhance the overall service experience.
AI agents vs traditional customer support
Long wait times are a major pain point in customer service. According to a study by Arise, over 60% of customers will hang up if they have to wait more than a minute in a phone queue – especially during peak hours. At the same time, they expect quick resolutions to their problems. Yet, many businesses struggle with limited staff, leading to overloaded phone lines and frustrated customers.
To remain competitive, businesses must prioritise efficiency and responsiveness. AI-powered voice agents offer a solution – but how exactly can they improve customer service operations?
Automating day-to-day tasks
Many customer service teams are overwhelmed with repetitive tasks such as answering FAQs, booking appointments, or processing simple requests. AI voice agents can handle these tasks instantly, freeing up human agents to focus on more complex issues.
For example, small businesses like mechanics or tradespeople often miss calls while working, leading to lost business. AI-driven voice assistants can answer calls, schedule appointments, and provide key information – ensuring no opportunity is missed.
Empowering non-technical teams
The rise of no-code AI platforms means customer service managers don’t need a technical background to implement voice AI solutions. Platforms like Synthflow offer drag-and-drop interfaces that allow managers to create custom AI assistants tailored to their specific needs – whether it’s handling bookings, collecting customer details, or following up on leads.
Leaving complexities to the humans
AI agents aren’t just for simple tasks – they can also help streamline the resolution of more complex issues. By categorising incoming queries, AI can handle routine requests automatically while routing more complex concerns to human agents. This ensures that high-priority cases receive immediate attention, improving customer satisfaction.
For instance, AI voice agents can address frequently asked questions or process returns, while forwarding product feedback or in-depth sales enquiries to human representatives.
Scaling customer support with ease
Scaling a customer service team traditionally requires hiring more agents, which increases costs. AI solutions provide a more cost-effective alternative by handling a large volume of interactions simultaneously.
A key example is sales support. Many businesses spend significant time on cold-calling and follow-ups. AI voice assistants can take over these initial interactions, warming up leads before handing them over to human agents – allowing teams to focus on high-value conversations.
Early adopters of AI-powered voice solutions gain a competitive edge by improving efficiency and customer satisfaction, particularly in high-touch industries. While voice AI has primarily been used in English-speaking markets, recent advancements are expanding multilingual capabilities.
In the US alone, voice assistant users are projected to grow from 145.1 million in 2023 to 170.3 million by 2028. As adoption increases globally, businesses that integrate AI-powered multilingual support will be better positioned to serve diverse customer bases.
A look to the future
AI will not replace human customer service teams but will make them more productive and efficient. By handling repetitive tasks and streamlining processes, AI allows customer service managers to focus their human resources where they matter most – building relationships, solving complex problems, and delivering a personalised experience.
For customer service managers, the message is clear: AI-powered voice assistants are not just a trend—they are the future of customer support. By adopting these technologies early, businesses can enhance efficiency, improve customer satisfaction, and stay ahead in an increasingly competitive market.
About the Author
Hakob Astabatsyan is CEO of Synthflow AI.
