The debate is no longer if AI belongs in contact centres, but how much better it performs compared to traditional setups.

This side-by-side comparison reveals how our Conversational AI stacks up against legacy call systems on response time, resolution accuracy, customer satisfaction, and scalability.

The Showdown: Human-Led vs. AI-Enhanced Service

Response Times

• Traditional Contact Centres: Average wait time of 6–10 minutes during peak hours.
• Conversational AI: Instant pickup. No queues. No holds.

Accuracy and Consistency

• Humans can forget. They miss details, get frustrated and tired.
• Conversational AI provides consistent answers based on your business data, with no variability from agent to agent.

Customer Satisfaction (CSAT)

• Surveys show higher satisfaction rates when callers receive immediate, accurate help, even if it’s an AI that solves their issue.
• Conversational AI routinely helps brands see double-digit CSAT improvements.

Scalability and Adaptability

• Traditional Contact Centres strain under peak demand. Hiring more agents takes weeks, let alone training them to the level of your experienced agents.
• Conversational AI scales on demand, in real time, with no logistical bottlenecks.

Hear is the winner…
Conversational AI doesn’t replace traditional contact centres, they redefine them, undoubtedly outperforming human-only customer support teams in any round you can think of.

• Faster responses
• Higher CSAT scores
• Greater scalability
• Richer insights
• Faster deployment
• 24/7 support
• Happier staff
• Shorter wait times
• Less frustrated

To be clear, we’re not advocating to replace your team with Conversational AI – quite the opposite.  When voice assistants handle repetitive tasks, your human agents get the time and focus they need on the more nuanced interactions that (literally) require a human touch.

Not only does this lead to better interactions, but it also means happier, more fulfilled staff, reduced churn and higher team morale – all wins when you’re looking to create promotors of your brand to grow your business.