We’ve all faced the dilemma: should we tackle a challenge ourselves or bring in an expert? Whether it’s to save money, exercise greater control, or simply feel accomplished, the allure of “doing it yourself” can be hard to resist. However, while some projects lend themselves to a DIY approach, others—like conversational AI automation—demand expertise, resources, and time that are difficult to manage in-house.
When done wrong, conversational AI can frustrate customers and tarnish a brand's reputation. So, let’s explore why buying a professionally managed AI solution for your contact center is often the smarter choice.
Speeding Up Deployment
Creating conversational AI isn’t like unpacking a ready-made solution from a box. Building it involves selecting the right AI models, mapping out conversation flows, testing for quality, and much more. This process is time-intensive and prone to delays, especially for those without deep expertise.
A managed service, on the other hand, handles all these tasks from the get-go. Whether it’s automating key interactions or customizing responses to reflect your brand’s culture, professionals streamline the process. By partnering with an established provider, you can reduce time-to-market by months—or even quarters—while avoiding common pitfalls.
Data and Designers: The Key Ingredients
The magic behind an exceptional AI-powered experience lies in two critical elements: data and designers.
Data-Driven Personalization
The right data transforms a basic virtual assistant into a dynamic and intuitive agent. For example, tools like ANI (Automatic Number Identification) lookup or GPS location tracking allow the AI to personalize interactions, making conversations feel tailored to each customer.
But that’s only the beginning. Feeding business-specific data into the system enables intelligent virtual agents (IVAs) to handle more complex scenarios, such as negotiating payment terms or updating order details. This ability to process nuanced requests sets high-performing IVAs apart from the rest.
The Art of Conversation Design
Great conversational AI doesn’t just “talk”—it engages. That’s where skilled conversation designers come in. These experts craft interactions that feel natural and intuitive, incorporating buyer personas, predictive intent recognition, and error tolerance.
By understanding context, designers create dialogues that are not only functional but also enjoyable, ensuring customers stay loyal to your brand. Whether it’s keeping a conversation flowing smoothly or preventing frustration during hiccups, they bring a human touch to artificial intelligence.
Continuous Support Beyond Launch
Building a virtual agent in-house isn’t a one-and-done task. The real challenge begins after deployment. No matter how well-designed your system is, real-world customer interactions will inevitably reveal areas for improvement.
With a managed service, you gain access to a multidisciplinary team that continuously fine-tunes your AI solution. From analyzing performance metrics to resolving unexpected issues, these experts ensure your virtual agent remains reliable and effective.
In addition, managed providers proactively monitor for updates, outages, and performance gaps, giving you peace of mind. This ongoing support helps maximize ROI while keeping your contact center running smoothly.
Proven Expertise with Industry Leaders
Companies like Olleh have mastered the art of automation through years of experience. With over 100 successful implementations for major brands like Royal Caribbean, Fabletics, DSW, and Electrolux, their expertise speaks for itself.
By partnering with seasoned providers, you eliminate the guesswork and gain tools to reduce Average Handle Time (AHT), cut costs, and improve customer satisfaction scores (CSAT) or Net Promoter Scores (NPS).
Final Thoughts
While the temptation to build your own conversational AI solution is understandable, the challenges of doing so often outweigh the benefits. Investing in a managed service ensures faster implementation, better design, and continuous support—ultimately safeguarding your brand and improving customer experiences.
If you're ready to elevate your contact center with expertly designed conversational AI, consider partnering with a trusted provider like Olleh. Visit their Virtual Agents for Voice page to learn more about transforming customer interactions.
