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The Basics: How Do AI Phone Calls Work?

Picture this: a customer phones your enquiry line needing help with your product/service. All of your agents are busy - what would this usually look like for your customer? Would they wait on hold, listening to a pre-recorded message and a catchy hold tune?

With AI phone calls, the customer experience is completely different. Answered instantly by a human voice, a natural conversation flows seamlessly as the AI gathers everything your agent needs to know to handle their query. Your customers' pertinent questions are answered all before your agents finished up with their previous query.

In our digitally-driven world, where time is of the essence and customer expectations are ever-evolving, understanding how AI phone calls work is paramount.

This blog dives into everything you need to know, including what AI phone calls are, how the AI works and the advantages. Use this blog as your guide to understanding the future of automated customer service. Let’s crack on.

What are AI Phone Calls?

You might be picturing a toneless, robotic voice that’s unable to do little more than answer yes and no questions. A few years ago, that very well might’ve been the case. Now, thanks to conversational artificial intelligence, we can use human-like AI to do outreach calls and handle customer queries.

80% of customer interactions can be automated. AI phone calls play a large role in off-loading redundant, day-to-day enquiries and processes to machines, freeing up your agents’ time to tackle retention-oriented tasks.

Application programming interfaces (APIs) are used to create AI phone calls. APIs are sets of protocols that allow different software systems to communicate with each other. APIs allow the AI to access customer data and Natural Language Processing (NLP) at the same time, allowing it to perform tasks like making outbound calls or answering questions.

NLP is a subset of artificial intelligence that allows computers to process and analyze large amounts of natural language data. This enables the AI to understand human speech and respond in a human-like way.

Customers can speak in their own words, getting helpful, accurate responses from the AI. The intelligence is able to personalize the experience, provide live call transfers and pull from  the customer's history to provide relevant and efficient support.

NLP uses algorithms to break down phrases, sentences and whole texts into smaller components so that they can be analyzed for meaning, sentiment and intent. This allows the AI to comprehend what someone is saying, even if they phrase something differently or use colloquial language.

Advantages of AI Phone Calls

Skyrocket your first-call resolution rates thanks to Bland’s powerful voice sentiment analysis. Our intelligence responds to customers’ emotions, helping to resolve conflicts quickly.

Calls can be answered fast, and the AI is able to take down the basis of their query and live call transfer them to whom they need to speak instantly.

Not all AI phone calls are the same. Robocalls are one example. Usually, a pre-recorded, toneless message is designed to target a large group of people.

60% of all calls are Robocalls, and the vast majority are spam. Customer sentiment towards them is lukewarm at best - they’re heavily associated with scams.

Bland’s built to facilitate dynamic calling, which delivers a completely different experience to a Robocall. Unlike a Robocall, which is cold, unresponsive and pre-recorded, Bland’s AI phone calls respond to the customer in real-time.

With Bland, customers have a personalized, engaging experience. They don’t feel like they’re talking to a robot - it’s a natural, human conversation.

Bland's AI technology goes beyond just answering basic queries and providing information. Designed to adapt to the specific needs of each customer, Bland can handle complex requests and provide tailored solutions.

Who Prefers Using AI Phone Calls?

If your target market’s younger, using AI phone calls could improve their experience. 49% of Gen Zers opt for digital self-service, like automated calls and chatbots, over speaking to an agent.

A study by Simplr discovered that young people, especially under 30s, prefer chatbot interactions up to 4x more than their Baby Boomer counterparts.  

AI phone calls improve the overall experience for younger generations, and businesses can tap into this preference by implementing Bland's AI technology.

But it's not just the younger generation that benefits from AI phone calls. Many customers today are looking for quick and efficient solutions to their problems. They don’t want long wait times and are turned off by lacklustre customer service. Using AI can conquer many of these challenges, delivering a personalized customer experience 24/7.

Use Cases and Applications

Our clients use Bland for sales outreach, appointment reminders, telehealth, marketing calls, and recruitment.

Healthcare is a field that’s seen massive uptake in AI phone calls. 75% of patients want a more personalized experience,  and AI phone calls provide that thanks to its language processing abilities.

61% would be willing to visit their healthcare provider more regularly if they felt the customer experience was more personal. Imagine having someone check up on you after a scheduled appointment, reminding you to take your medication or asking about any side effects you may be experiencing.

What if someone called you to remind you about an appointment or let you know in advance if your preferred doctor’s taking leave? This level of care can greatly improve patient satisfaction and ultimately lead to better health outcomes.

Recruiters can use AI phone calls to screen candidates' soft skills fast. A transcript summary is generated by the AI, which recruiters can scan to move candidates forward fast. Businesses can even develop comprehensive data on candidate behavior, using this to predict performance and fit.

Respell, our partner in generative AI, delivers a suite of tools that recruiters, marketers and large-scale enterprises alike can harness to exceed their KPIs. Seamlessly qualify leads, automate marketing material, screen applicants, and put your work on autopilot with Respell’s no-code solution. Use it in conjunction with Bland to deliver a powerful, personalized experience for your customers and employees.

Final Thoughts

AI phone calls are one-way automated customer service is the future. Using powerful APIs that facilitate cross-platform communication, natural language processing and more, AI can be used to deliver the ultimate, personalized experience.

There are plenty of advantages to using AI for phone calls, including improved efficiency, cost savings and better customer experiences. As technology continues to advance and more businesses adopt this approach, we can only expect to see an even greater impact on the way we communicate.

Want to experience the power of AI phone calls in your business? Contact us now. With just 10 lines of code, you’ll be up and running with Bland’s advanced AI technology.

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The Latest, from Bland

Serving sectors including real estate, healthcare, logistics, financial services, alternative data, small business.

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