Kell Web Solutions, a California-based developer, has released an AI-based phone answering system, which some experts are suggesting may be indicative of a larger industry shift to come.
-- Conversational AI, according to Desk365, is now exceeding an adoption rate of 80% in the business world. That same report projected that, by the end of 2025, 95% of all customer service interactions could be handled by AI, a shift that has massive implications for the future of business and the economy at large.
Even more alarming—or promising, depending on one’s perspective on the matter—is that this prediction, which the company released in April, is already taking shape. Kell Web Solutions, for example, has just released VoiceGenie AI, a system developed to replace human phone operators nearly entirely across sales, customer service, and scheduling. But what does this mean for the human workers who will make use of this system?
This development has been met with mixed reception; Sobot, a multi-application chatbot service, compiled some customer testimony recently that pointed to a generally wary sentiment among consumers. IBM, however, painted a different picture, suggesting that this technology will not subsume human customer service representatives, but rather will allow them to perform their work on a larger scale and reduce the timeframe.
Kell Web Solutions broadly echoed that sentiment when releasing their product, suggesting that their system could be deployed after business hours and during times of peak interaction to reduce wait times and pick up calls that otherwise would have been missed.
Backing up this claim, tech news outlet ZDNET called out AI detractors as short-sighted alarmists, presenting strong evidence for the adoption of this technology in all aspects of the workplace. In one case study they shared, HCM provider Workday demonstrated that even in a corporate environment with 60% AI adoption, no reduction in workforce was documented, and moreover, the company experienced a significant boost to overall productivity.
The AI revolution in customer service could be, Kell Web Solutions explains, particularly lucrative for small businesses looking to scale up. The Small Business Administration, a US government agency, offered specific guidance on this matter, suggesting that small businesses are uniquely positioned to benefit from the increased capacity that technology like VoiceGenie AI may make possible.
Overall, despite persistent anxiety surrounding the rapid adoption of AI technology, both developers and businesses alike are, for the most part, currently enjoying the benefits of these new capabilities with very few demonstrable downsides. Whether or not Desk365’s prophecy of 95% adoption will come true or not, however, remains to be seen.
Contact Info:
Name: Gregg Kell
Email: Send Email
Organization: Kell Web Solutions, Inc.
Address: 21736 Wesley Drive, Laguna Beach, CA 92651, United States
Website: https://www.kellsolutions.com/
Source: PressCable
Release ID: 89162050
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