Mavenoid was founded with the goal of building product support tools that allow a brand’s customers to accomplish more tasks on their own, whether buying a new device or troubleshooting an existing one. With the launch of Voice Assist, Mavenoid extends these capabilities to customers and brands who prefer to initiate conversations over the phone.
Brands want voice automation — over 76% of customers prefer phone support (CFI Group) — but they’ve struggled to find solutions. Most general-purpose voice agents aren’t intelligent enough to quickly resolve customers’ inquiries, especially when dealing with troubleshooting physical items. Specialized voice agents are typically sold as point solutions, requiring brands to launch and maintain a separate platform for voice and digital (web and mobile) support.
We built Voice Assist with our unique AI, trained to understand the nuances of how products function, to provide brands with a complete support automation solution. Now, the same industry-leading resolution rates delivered in Virtual Assistant are only one call away.
Here’s an example from a support interaction between Voice Assist and a customer of an Italian home appliance brand:
- Caller: “The water isn’t coming out of my espresso machine.”
- Voice Assist: “Please ensure the water tank is filled and inserted into the machine. If there still isn’t water flow, consider cleaning and descaling the machine. You can buy descaling kits online under the accessories section on our website. Would you like me to send you a link?”
Like all Mavenoid tools, Voice Assist is intelligent enough to handle nuanced requests while also covering a wide range of common questions. This includes resolving product-specific tasks like registration, product activation, error code troubleshooting, and spare part availability, all as effortlessly as order status updates.
Voice Assist is even smart enough to switch from phone to digital support, should a caller need to upload a picture, video, or payment information for a warranty claim. In these scenarios, Voice Assist texts a link to the caller so they can continue their task in Mavenoid’s Virtual Assistant or within a web browser. Our analytics provides a unified view of the complete support interaction, capturing data at each step of the process.
In addition to providing automated voice support, Voice Assist asks clarifying questions to collect details before handing off customers to live agents when human expertise is needed. This allows call centers to handle more calls with fewer agents, a meaningful advantage when labor is often a business's biggest expense.
Implementing over-the-phone support with Voice Assist is as simple as offering chat support with Virtual Assistant: access pre-trained AI, an admin interface to set rules and import source knowledge, and integrate with any CRM or ticketing system via an API. With Mavenoid’s generative AI, brands can configure Voice Assist to respond to a variety of inquiries without needing to model a single support flow.
Interested in early access? Sign up here.
