Hear from Bobby Thomson, CEO and Founder of Retention Express, on what it takes to deliver standout phone support — and why partnering with Assembled has made all the difference.
Video transcript:
We're a full inbound contact support center, so we manage every channel - we manage live chats, we do emails, we do texting, we do phone. We took in almost a million phone calls a year ago, and typically about 75% of inquiries by customers are through the phone channel.
But we have to get more efficient, we have to serve customers better, and we have to do it more consistently. Voice AI is critical in today's environment. We are fully embracing it, knowing that Assembled can go in and build out transfer and then we start capturing all the data from the voice AI conversation. And then you take the AI summary that feeds into the ticket for Zendesk, so when the agent does get the call coming in, they have a lot of information in front of them at their disposal so they don't have to restart the conversation over. So the connection point into the environment of live agents to be able to back up the AI voice is really critical.
Working with the Assembled team and trying to plan long term of how do we keep evolving, they're very in tune in the build out and development. So the platform is very what I call user friendly - there's a lot of self-testing that I can get in there and play with it right along with their team, but I can do it on my own too. So there's a lot of use cases down the road of how we can keep evolving.
We are exploring too with Assembled to implement their chat AI platform to tie into the AI voice, and then I think you do email too, right? If I can solve voice, I can solve chat, and I can solve email, I just solve 95% of my problems.