AI is here to automate and simplify tasks for humans. Its inherent traits even enhance performance, boosting business outcomes.
In a recent months-long experiment, a pizza brand tested AI-powered virtual agents, developed by Twilio, by allowing them to handle customer orders.
At Twilio, a customer engagement and communications platform, shared insights into how AI is not only keeping pace with customer interactions but also occasionally surpassing human agents.
Real-world data from Twilio’s new observability tools reveals that virtual agents, when monitored correctly, can improve both upselling and customer satisfaction.
The company shared that using AI agents resulted in 25 times faster responses to customers requesting to speak with Sales.
75% of service ticket resolutions without escalation, and a 3.1 times higher conversion rate than before.
To ensure safety and reliability, Twilio uses a multi-model setup, where one large language model keeps another in check.
In contrast, human agents often tended to avoid repeated upsell prompts.
They’ll just want to get through the order, move on to the next order,” he said.
Looking ahead, Connolly sees AI voice agents becoming more human-like and responsive.