TLDR: Natterbox, a provider of AI-powered contact center solutions, has introduced AI Assistants and AI Agents. This new AI workforce is designed to handle a significant portion of customer service interactions, aiming to resolve over 70% of routine queries automatically. The technology is fully integrated with Salesforce and aims to reduce call wait times, lower operational costs, and allow human agents to concentrate on more complex customer issues.
LONDON and WASHINGTON – Natterbox, a company specializing in AI-driven contact center technology, announced today the launch of its new AI Assistants and AI Agents. This AI-powered workforce is engineered to automate a large volume of customer interactions, with the goal of resolving more than 70% of common customer questions without human intervention.
The AI Assistants are designed to manage routine inquiries, such as answering frequently asked questions or providing order status updates. The more advanced AI Agents can execute complete tasks, including processing refunds, scheduling appointments, and canceling orders, all autonomously. This new offering is fully integrated into Salesforce, the world’s leading CRM platform.
The primary objective of this technology is to significantly reduce, or even eliminate, customer call queues, thereby decreasing costs and enabling human agents to focus on more complex and high-value interactions that foster customer loyalty and business growth. Natterbox states that this approach allows businesses to scale their customer support operations without needing to increase their staff.
One of the early adopters, We Buy Any Home, has reported positive outcomes. A representative from the company stated, “By integrating the AI Agents into our existing Natterbox platform, we’ve been able to answer and successfully handle 1,000 more customer calls every month. This has been a massive driver of business and has helped us optimize our customer service from end-to-end.”
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A Natterbox spokesperson commented on the launch, saying, “With AI Assistants and AI Agents, the AI workforce does what it does best: handle repetitive, resource-intensive queries so that human agents can focus on delivering real value to customers.” The company also highlighted that the AI can be trained with something as simple as a website or a PDF document, which allows for rapid implementation without the need for a major data overhaul. The system also features an intuitive drag-and-drop interface for easy integration into existing workflows.
