Who should answer calls is a question every company sooner or later opens. There are three options.
1. An in-house team
Best for demanding conversations, but it ties up people and does not cover evenings or weekends.
2. An external call centre
Covers longer hours, but is usually expensive and knows your services less well.
3. An AI voice agent
Answers immediately, answers frequently asked questions consistently and is available all the time. It does not replace a human in demanding or sensitive conversations; then it transfers the customer.
When to choose what
- Many identical questions: an AI agent.
- Advice and negotiations: an in-house team.
- A combination: Tatjana takes the basics, the team takes over the demanding calls.
You can find out more about what she can do on the page AI agent Tatjana.
