{"id":72892,"date":"2025-08-12T16:55:54","date_gmt":"2025-08-12T15:55:54","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72892"},"modified":"2025-10-19T09:15:03","modified_gmt":"2025-10-19T08:15:03","slug":"why-voice-automation-is-finally-ready-to-resolve-not-just-redirect-mavenoid","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/why-voice-automation-is-finally-ready-to-resolve-not-just-redirect-mavenoid\/","title":{"rendered":"Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect"},"content":{"rendered":"

Voice automation support has always had promise.\u00a0<\/span>\u00a0<\/span><\/p>\n

It’s immediate, familiar, and doesn\u2019t require the customer to fumble about with logins or apps.\u00a0<\/span>\u00a0<\/span><\/p>\n

But it\u2019s been stuck doing the basics for years: routing calls, repeating FAQs, and asking customers to \u2018press 1 for billing.\u2019\u00a0<\/span>\u00a0<\/span><\/p>\n

Now, a new generation of automation tools is pushing voice into more capable territory.\u00a0<\/span>\u00a0<\/span><\/p>\n

Mavenoid<\/a>, a company best known for support automation in the hardware and product space, is among those leading the shift. <\/span>\u00a0<\/span><\/p>\n

The company\u2019s Voice Assist product doesn\u2019t just route; it resolves.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWe\u2019ve had people talk to our voice automation system for 40 minutes,\u201d says <\/span>Gintautas Miliauskas, Mavenoid CEO and Co-Founder<\/span><\/b>.\u00a0<\/span>\u00a0<\/span><\/p>\n

You don\u2019t stay on a call that long unless it\u2019s actually helping. This isn\u2019t just call deflection; it\u2019s problem-solving.<\/span><\/p><\/blockquote>\n

Voice Is Back, And It’s Smarter<\/h2>\n

Until recently, voice automation had hit something of a ceiling.\u00a0<\/span>\u00a0<\/span><\/p>\n

Speech-to-text was unreliable, and anything beyond basic menu options tended to fall apart.\u00a0<\/span>\u00a0<\/span><\/p>\n

Customers would get stuck in loops, grow frustrated, and hammer the zero key to reach a human. More often than not, a few choice words were even thrown in for good measure.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

But that\u2019s changing fast.\u00a0<\/span>\u00a0<\/span><\/p>\n

For Miliauskas, it really boils down to getting two key things right: speech recognition and dialogue handling.\u00a0<\/span>\u00a0<\/span><\/p>\n

He explained how both had improved dramatically, with word error rates in English currently down to around three percent, and large language models being deployed to help smooth over mistakes.\u00a0<\/span>\u00a0<\/span><\/p>\n

This has resulted in a voice experience that understands context, handles ambiguity, and responds in natural conversation.\u00a0<\/span>\u00a0<\/span><\/p>\n

Moreover, it can actually follow through, as the Mavenoid CEO explained:\u00a0<\/span>\u00a0<\/span><\/p>\n

When you’re just running shallow scripts, you can only redirect. But when your system has real domain knowledge, that\u2019s when you start seeing resolution.<\/span><\/p><\/blockquote>\n

From Call Avoidance to Real Resolution<\/h2>\n

Many automation projects still treat voice as a cost to be minimized.\u00a0<\/span>\u00a0<\/span><\/p>\n

The goal is to deflect as many tickets as possible, often by encouraging customers to hang up and use a chatbot instead, but that\u2019s not how Mavenoid sees it.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThe opportunity here is to improve quality and reduce cost at the same time,\u201d says Miliauskas.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cYou let automation handle the structured, repetitive parts, and your agents are freed up to have the meaningful, complex conversations they\u2019re actually good at.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

And these aren\u2019t empty promises from Miliauskas; his company\u2019s tech is already having an impact for the likes of De’Longhi, Husqvarna, and Stanley Black & Decker.<\/span>\u00a0<\/span><\/p>\n

Another company that Mavenoid is currently working with is electronics brand Broan-NuTone, where Voice Assist has helped to slash average handling time from 10.9 minutes to just two \u2013 a 75% reduction.\u00a0<\/span>\u00a0<\/span><\/p>\n

That kind of efficiency doesn\u2019t just save money; it opens doors.\u00a0<\/span>\u00a0<\/span><\/p>\n

Miliauskas detailed how the tech is not only helping with cost reduction, but it’s also \u201cdriving revenue opportunity. <\/span>\u00a0<\/span><\/p>\n

Because [when] customers aren\u2019t waiting and agents aren\u2019t buried in admin, there\u2019s more space for upselling and value-add conversations.<\/span><\/p><\/blockquote>\n

Voice That Knows What You Mean<\/h2>\n

Part of what makes Voice Assist effective is its ability to route and resolve based on actual context, not just static menu trees.\u00a0<\/span>\u00a0<\/span><\/p>\n

This has been a longstanding complaint of voice automation, as Miliauskas explains:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIf your device is on fire, pressing 1 for \u2018hardware issues\u2019 doesn\u2019t cut it.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cMavenoid uses intent detection and multimodal tools to work out the best interface for the problem, whether that\u2019s voice only, visual guidance, or escalation to a human.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

That flexibility means support journeys can be tailored in real-time.\u00a0<\/span>\u00a0<\/span><\/p>\n

While a simple order query might stay within voice, the system knows when to hand things off, such as urgent scenarios or instances involving warranty claims that might necessitate uploading receipts.\u00a0<\/span>\u00a0<\/span><\/p>\n

And crucially, customers are sticking with it.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWe used to hear concerns that people would always ask for a human,\u201d says Miliauskas.\u00a0<\/span>\u00a0<\/span><\/p>\n

But the reality is, people want their problems solved. If the automation works, and works quickly, they\u2019ll use it.\u00a0<\/span><\/p><\/blockquote>\n

\u201cEngagement rates are already in the 70\u201380% range in many sectors, and we expect that to grow.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Rethinking the Role of Voice<\/h2>\n

Like vinyl, flip phones, and mullets, voice channels are having something of a resurgence amongst the younger generation.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cGen Z was once considered voice-averse, but now they\u2019re using voice notes, ChatGPT\u2019s voice interface, all of it,\u201d explains Goodsell, \u201cwe\u2019re seeing that preference swing back.\u201d\u00a0<\/span>\u00a0<\/span><\/p>\n

Voice has always been important, but with the youth embracing it more and more, companies really cannot afford to ignore this crucial customer service and experience channel.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

With AI-powered tools like Voice Assist in the mix, voice can do more than patch up customer complaints; it can become part of a more cohesive, responsive CX strategy that reduces friction and drives revenue.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThere\u2019s a broader trend happening,\u201d says Miliauskas.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cSupport is no longer just about cost savings. It\u2019s about customer relationships.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cWhen the experience is seamless, fast, and intelligent, it becomes a touchpoint for loyalty and conversion.\u201d\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

And in that context, IVRs and legacy voice trees start to look prehistoric.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThey\u2019re going the way of the dodo,\u201d Miliauskas quips.\u00a0<\/span>\u00a0<\/span><\/p>\n

We\u2019re finally getting to a point where the technology adapts to the customer, not the other way around.<\/span><\/p><\/blockquote>\n

You can find out more about Mavenoid and its full suite of solutions and services by <\/span><\/i>visiting the website today<\/span><\/i><\/a>.<\/span><\/i><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Voice automation support has always had promise.\u00a0\u00a0 It’s immediate, familiar, and doesn\u2019t require the customer to fumble about with logins or apps.\u00a0\u00a0 But it\u2019s been stuck doing the basics for years: routing calls, repeating FAQs, and asking customers to \u2018press 1 for billing.\u2019\u00a0\u00a0 Now, a new generation of automation tools is pushing voice into more […]<\/p>\n","protected":false},"author":4983,"featured_media":72893,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016],"class_list":["post-72892","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","tag-artificial-intelligence","tag-automation","tag-interactive-voice-response","tag-natural-language-understanding","tag-virtual-assistant","brands_to_track-mavenoid","editorial_type-interview","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"\nWhy Voice Automation Is Finally Ready to Resolve, Not Just Redirect - 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