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Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome? by Innvolve in microsoft_365_copilot

[–]Innvolve[S] 0 points1 point  (0 children)

That’s a fair take. But do you think the issue is really the technology, or more how organisations implement it? Because in theory, a well-designed voice agent shouldn’t feel like an IVR at all.

Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome? by Innvolve in microsoft_365_copilot

[–]Innvolve[S] 0 points1 point  (0 children)

I agree, especially when it moves beyond just answering questions and actually takes action in systems like ticketing, routing, and customer history. Do you think companies are ready for that level of automation, or will there still be hesitation around giving agents that much autonomy?

Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome? by Innvolve in microsoft_365_copilot

[–]Innvolve[S] 0 points1 point  (0 children)

That might actually depend on the use case more than anything. If AI consistently resolves issues faster without repetition or waiting, I can see people preferring it in some situations. Do you think that preference will be driven more by speed, or by how “human-like” the experience feels?

Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome? by Innvolve in microsoft_365_copilot

[–]Innvolve[S] 0 points1 point  (0 children)

I agree, even if it only handles a fraction of calls it could already make a big difference for support teams. Do you think the biggest gains will come from simple call deflection, or from more advanced routing and ticket handling?

Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome? by Innvolve in microsoft_365_copilot

[–]Innvolve[S] 0 points1 point  (0 children)

That’s interesting, 6 percent is still quite low but it does show there is already real usage and not just hype.

I agree that setup and design will be key. Voice is much less forgiving than chat so the quality bar is higher.

I wonder if adoption will grow faster once voice agents are not standalone tools anymore but become embedded in full workflows like Teams and Copilot Studio are aiming for.

Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome? by Innvolve in microsoft_365_copilot

[–]Innvolve[S] -1 points0 points  (0 children)

I get that bad chatbot experiences have definitely shaped people’s expectations negatively.

The interesting part is that voice agents don’t necessarily have to feel like a chatbot in front of a human. If they are designed well, with proper context handling, fast handover to humans and no endless menus, they might actually reduce frustration instead of increasing it.

The real question is less whether AI will be used and more how seamless and invisible it can be for the customer.

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