Tom Chen

Tom Chen is Chief Product Officer at Aircall, where he leads product strategy for the customer communication and intelligence platform, including AI-powered voice, support, and business phone products. He previously held product leadership roles at Humu, Instacart, Lyft Business, and AWS.

AI Voice Agents Are Beating the Average Customer-Service Rep

Tom Chen, chief product officer at Aircall, argues that AI voice agents should be judged against the average customer-service interaction, not the best human rep. In his account, the technology is already good enough for many routine calls, can handle far more concurrency at lower cost, and may improve satisfaction when customers are given a clear choice between faster AI service and a human agent. The main constraint, Chen says, is often not the model but the undocumented company knowledge the agent needs to resolve issues.

Eye on AIJun 4, 202617 min read