Customer experience is changing fast, and so are the platforms that support it. As AI becomes more sophisticated, businesses have powerful new ways to engage with their customers.
To break down what’s really happening in this space, Adam Sugarman, Director of Carrier Voice and Data Solutions at Aqueduct, sat down with CX expert Hunter Edmisten, Field Engineer at Avant, to discuss how these technologies are being used in the real world, where companies are seeing the most impact, and what teams should consider when exploring their next move in CX, EX, and AI. Listen to the full interview here.
Adam: Let’s start with the basics. What are these new platforms, and how are they impacting customer experience?
Hunter: The landscape of CX platforms has evolved dramatically. We’re seeing AI integration at multiple touchpoints – from virtual agents handling initial customer interactions to advanced routing systems that direct inquiries to the most qualified agents. These platforms now support omnichannel communication, including email, SMS, chat, and voice. What’s particularly exciting is how generative AI has evolved into agentic AI, meaning it can not only understand and respond but also take actions like a human agent would.
Adam: Where are you seeing customers gaining the greatest value from these solutions?
Hunter: We’re seeing tremendous value in three key areas. First, there’s significant impact in noise cancellation technology like Krisp, which eliminates background noise for clearer customer communications. Second, virtual agents are transforming self-service capabilities, allowing companies to handle routine inquiries automatically. Third, accent neutralization tools like Sanas are helping global teams communicate more effectively. Companies are seeing reduced handling times, improved first-call resolution rates, and higher customer satisfaction scores.
Adam: Many organizations worry about implementation complexity. Is it challenging to integrate these solutions?
Hunter: Actually, it’s less complex than most people think. Rather than building from scratch, businesses can partner with best-of-breed providers who handle the heavy lifting. Implementation timelines vary – a chatbot might take 3-4 weeks to implement, while a full AI voice solution could take six months. The key is working with experienced partners who can integrate these solutions with existing systems like CRM platforms, knowledge bases, and communication tools.
Adam: Financially speaking, is there a strong ROI with these solutions?
Hunter: The ROI is quite compelling. Consider this: a traditional contact center agent costs about $3-4 per minute, while AI self-service transactions average 30-40 cents. That’s a 90% cost reduction for routine inquiries. Beyond cost savings, we’re seeing increased revenue through better customer satisfaction and retention. Plus, these solutions improve employee experience, leading to lower turnover and training costs. Most companies see ROI within 1-6 months, depending on the solution implemented.
Adam: For anyone evaluating these services, what are the key considerations they should keep in mind?
Hunter: First, maintain an open mind about new approaches and best practices. Second, clearly define your goals – whether they’re improving customer experience, employee satisfaction, or both. It’s crucial to involve stakeholders from across the organization since AI impacts various departments differently. I also recommend seeking guidance from trusted advisors who can help navigate the complex AI landscape and avoid common pitfalls like rushing to market without proper planning or failing to consider the holistic impact across the business.
At Aqueduct, we partner with organizations like Avant to bring in vetted AI providers, ensuring you get solutions that align with your unique business goals. As your trusted partner, we’ll work with you to evaluate your business priorities and identify where AI can make the biggest impact. Ready to take the next step? Connect with us today.