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10 Things to Look For When Evaluating AI Voice Agents
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10 Things to Look For When Evaluating AI Voice Agents

Mary Correnti
Mary Correnti
Head of Marketing @ Thoughtly
Best Practices

AI Voice Agents are transforming the game by helping businesses lower costs, handle inbound and outbound calls efficiently, and improve overall customer experience. However, given the innovative nature of this technology, it's crucial to have a clear set of criteria for evaluating and selecting the right vendor.

Here is our list of 10 things to consider when evaluating AI Voice Agents:

1. Self-Service Capabilities

Ensure you find a vendor that offers self-service capabilities so your team can edit and make changes to the AI agent themselves. Many legacy vendors don’t give you the keys to the castle, requiring you to rely on your Customer Success Manager (CSM) and Account Manager for changes and edits, which can be time-consuming and inefficient.

2. Technical Expertise and User Accessibility

Do you have the technical expertise in-house to build and deploy AI agents? If you do, a more technical tool like Vapi, which provides greater flexibility but requires in-house technical expertise to manage, would be a great option. If you don't, a no-code tool like Thoughtly, which empowers non-technical users to build AI agents with a drag and drop builder will be key. 

3. Agent Performance 

Does the AI understand caller intent’s and questions? Is the latency acceptable for your needs? Does the AI agent have the ability to take natural pauses in the conversation when it makes sense? All of these things can be demonstrated in a live demo by the vendor under evaluation. 

4. Voice Quality

Does the AI provide a natural-sounding and clear voice that enhances the user experience? Does the vendor offer different voice options out-of-the-box that align with your brand?

5. Multilingual Support

Does the AI support multiple languages and dialects, and can it switch seamlessly between them?

6. Integration Capabilities

How easily can the AI integrate with your existing systems (CRM, ERP, contact center software)? If there isn’t an out-of-the-box integration, does the vendor offer integration setup for you? 

7. Customization and Flexibility

Can the AI be customized to meet your specific business needs and industry requirements? Can the agent be tailored down to the personality and humor level to align with your brand guidelines? Opt in for a vendor like Thoughtly that offers a freemium or free trial version of the solution to try out first, this is an easy way to weed out legacy offerings that offer minimal flexibility.

8. Security and Compliance

How does the AI handle data privacy, user authentication, and compliance with regulations that are important to your industry?

9. Support and Resources

What type of customer support, training materials, and community resources does the vendor provide?

10. Cost and ROI

What is the pricing model, total cost of ownership, and potential return on investment of the AI solution?

Closing Thoughts 

Selecting the right AI voice agent is a critical decision that can significantly impact your business operations and customer satisfaction. At Thoughtly, we excel in all these areas mentioned, providing a robust, flexible, and user-friendly AI solution tailored to your needs. Our AI agents are designed to enhance customer interactions, streamline processes, and offer a high return on investment.

To see if your business is ready for AI agents, book a consultation with us today or take our free assessment. 

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