Is anyone using AI voice tools to help support agents during calls instead of replacing them?
We handle phone support for a credit repair company and I'm trying to find something that helps our reps deal with more complex customer questions. We get a lot of calls about credit disputes and missing documents but customers often bring up payment issues or account questions during the same call. Our newer reps end up searching through internal docs or putting people on hold to get help from senior staff.
I'm looking for a tool that listens to calls in real time and shows reps answers from our knowledge base based on what the customer is saying. It would also need to pull account details from our CRM and give reps prompts when they miss an important step. Automated call notes and summaries would help too since our team spends a fair bit of time on paperwork after each call. The goal is to help our reps solve more issues on the first call without having to keep customers waiting. Has anyone used something like this with their support team? What tools did you try and did the suggestions work well enough to rely on during actual calls?