Gtele.com delivers an intelligent approach to voice

Following the launch of our HaiLO Voice Agent AI platform, I’ve been asked a lot why we’re driving AI voice agents.

Although AI appears to still be met with a large degree of scepticism, it’s a market that is seeing a massive amount of investment and will be worth around US$80 billion in the next seven to eight years. For us at Gtele.com, it’s brought our expertise in telephony and voice much closer.

Phone numbering and telephony will always remain at the core of what we do at Gtele.com – we’ve just upped the ante with an AI voice agent offering. It’s also allowed us to tailor better human-first solutions for our clients that match their needs while being at the forefront of what is promising to be game changing tech!

The Gtele.com growth path

At various points during the nearly three decades Gtele.com has been in operation, we’ve seen how key innovations in our industry have faced some challenges in adoption. I totally get it: legacy systems can be expensive to replace, and if it ain’t broke, why fix it or even feign interest in it?

The problem with this mindset is that we risk being left behind competitors who can do more, better. What this means is, if we want to gain a solid foothold in the market, we need to understand our processes inside out. Alongside this, paying attention to the tools we have at our disposal and learning what they can do and how we can use them is empowering in itself – even if we decide it’s not for us, we’ve at least made an informed call.

How AI works for us

Our AI isn’t designed to replace the human experience but enhance it, and for customer-serving and client-facing businesses like ours, every relationship is built on a series of interactions, making each engagement extremely valuable.

Think about your own journeys as a customer and what it takes to really make you feel positive using a particular product or service. Personally, I prefer having answers to my questions and resolving a matter in a single phone call. If I can do that any time of the day or during a holiday or weekend, I consider that a big plus. Being able to offer a plug-and-play solution in the form of our network-based AI voice agents that can handle everything from general enquiries to placing an order with tracking is an even bigger bonus.

Another feature our clients enjoy is that AI voice agents can route calls in the same way IVR does without a “Press 1 for…,” type of greeting. This enables smoother call flows and swifter query resolution that still routes to a human being immediately if needed. The AI being AI, its design enables it to continuously learn, so these call flows only become more personalised, precise, and enriched by the data.

It’s here where we can capture the details of each call to improve human-led decision-making.

Evolving the numbers game

With HaiLO’s Call Analytics, we can see the success rate and duration of each call, with all interactions being recorded and transcribed. Data collection points are used to easily reference important caller details, and every bit of information possible is archived and made available for whenever it’s needed.

Calls are also not just summarised: a sentiment risk analysis is provided to help flag any issues during conversations that might have to be addressed at a higher level. Using the data in this way over time can then highlight existing processes that require change, which may only have made themselves known much later down the line.

That is the real beauty of the platform we’ve developed – we have a way to quickly understand our customers, and act with clear intent to ensure that we build long-lasting personal relationships with each. Surely, that’s a conversation worth taking further.

To find out more about HaiLO Voice Agent AI, visit hailoagent.com, try the live demo on 0330 057 0221, or email the team at hailo@gtele.com.