On-Demand Agents will Make Customers Love, not Leave You

Conventional wisdom in the world of automated customer support has always viewed the most effective approach as one that uses AI-based automation in the first stages of customer engagement and, when the conversation gets tough, switches to a human being.

At Talkus, we are committed to finding solutions that will make people love our clients and become their dedicated customers. Increasingly and especially for younger customers, that means providing genuine, capable human help wherever they are, whatever the channel.

The dilemma, of course, is one of cost. To provide real human customer support 24/7 is cost-prohibitive for most small and medium-sized business clients. And many of our clients, such as one explosively growing food delivery startup, need extra customer support only at certain peak times in a given day. During those peak times, if a customer can’t get through to anyone except the non-response of a non-human, they just might not ever call again.

We think our newest idea, an on-demand community of agents, supported by our technology and AI, will set a new standard.

Some people will say that such on-demand, part-time agents, comprised of students or at-home parents, may not be able to provide satisfactory technical support. But we know that well selected people, equipped with an AI-based system that assist in quickly answering questions would provide the empathy and emotional support that can make the difference between losing a customer or not. It means that no calls go unanswered, or, and that might be even worse are answered by staff not used to be customer facing.

With Talkus, we believe in using AI to make humans smarter, not simply to replace them.