The State of B2B Phone Support: Long Waits, Dropped Calls, Strained Teams
When B2B customers pick up the phone, they want fast, accurate help – but the reality is often disappointing:
- Contact centers aim for the “80/20 rule” (80% of calls answered by a human within 20 seconds), yet waits often stretch well past a minute once IVR menus and queues are included.
- Average hold time is about 2 minutes and 12 seconds, while total handling for even routine issues often reaches 5–7 minutes.
- Call abandonment climbs after 30–60 seconds; some centers see rates as high as 27%.
- First Call Resolution averages only 70%, meaning nearly a third of callers need transfers or follow-ups.
- Even with added staffing, customer satisfaction (CSAT) averages around 80%, showing that more agents don’t guarantee better experiences.
This is the status quo: long menus, multiple transfers, hold music, and moderate satisfaction despite heavy investment in people.
The Solution: Instant Answers Without the Wait
Voice AI agents change this dynamic. They pick up on the first ring, skip the cumbersome menus, and start solving immediately – reducing wait times, avoiding transfers, and delivering consistent help 24/7.
This proof of concept, built with Lindy.ai Voice, shows what is possible when AI handles inbound customer calls. Acting as a front-line service agent, the AI Voice Agent listens, understands intent, and resolves common support questions in real time. Customers get instant help without the wait, while human agents are freed up to focus on complex, higher-value issues.
This is just the beginning. With Agentforce Voice on the horizon, 10K is excited to help customers embrace voice AI and realize the same amazing benefits we are demonstrating with this POC.
See the use case in action:
How It Works: From Hello to Resolution
Here is what happens when a customer calls in:
- AI-Powered Greeting – The voice agent answers with a friendly, human-like introduction.
- Intent Recognition – As the customer describes their problem, the AI identifies the issue and pulls relevant context.
- Knowledge Retrieval – The agent searches a connected knowledge base for accurate answers and troubleshooting steps.
- Real-Time Resolution – Clear, step-by-step instructions are provided. If the problem is resolved, the call ends with customer confirmation.
- Smart Escalation – If the issue is too complex, the AI seamlessly routes the call and conversation history to a human support rep for advanced handling.
For example: A customer calls after receiving an error message when saving a workflow automation. The AI Voice Agent quickly locates the related knowledge article, walks the customer through troubleshooting, and confirms success. The issue is resolved in minutes without ever reaching a human queue.
The Impact: Support That Scales
- Reduced Support Costs: Automates high-volume inbound calls, lowering reliance on human staffing
- Improved Customer Experience: 24/7 support with no wait times for simple inquiries
- Operational Efficiency: Agents spend their time solving complex problems instead of resetting passwords or walking through error codes
- Scalability: Support more customers without proportional increases in staffing
Closing: The Future of Voice AI is Near
Voice AI is redefining how businesses handle inbound support. This Lindy.ai Voice proof of concept shows just how powerful the technology can be, and with Agentforce Voice coming soon, the opportunity for transformation is even greater.
Are you contemplating AI use cases that can improve outcomes for your business? 10K has you covered with our Agentforce Activator program. As an early member of the Agentforce Partner Network, we have the expertise and a trusted framework to guide you through the process. The Activator program offers service options to meet you where you are in your journey. Consider us your expert guide to AI success!