Voice
Best at
Urgent and high-intent contacts, IVR replacement, outbound callbacks and reminders, and older or phone-first customers.
Strengths
- Voice authentication
- Natural interruption handling
- Reaching people who don’t use the web
AI agents for the conversations your team repeats every day.
Conversational AI works best on high-volume, repetitive conversations where the answer comes from a system of record, not someone’s judgment.
Sales
Respond to leads faster, keep meetings on the calendar and help buyers choose.
Lead capture and qualificationEngage new leads within seconds, ask the qualifying questions and route each lead to the right rep, even after hours.5 use casesMeetings and pipelineConfirm meetings, send reminders and offer a new time when someone misses one, by voice or text.2 use casesGuided selling and conversionAnswer product and pricing questions from approved content, recommend the right option and follow up on unfinished purchases.5 use casesNurture and expansionRe-engage cold leads, start renewal conversations and raise relevant offers, triggered by your CRM or marketing automation.4 use cases
Support
Answer the front door, resolve common requests, book appointments, take payments and reach customers first.
Front door and routingLet callers say what they need in plain language, verify who they are and pass the full context to your team when a person is needed.4 use casesSelf-service resolutionResolve the requests customers ask about most, from order status to billing and returns, using the systems where the answers live.9 use casesBooking and schedulingBook service visits, delivery windows and reservations, then confirm, remind and reschedule by voice or text.4 use casesPayment captureAnswer balance questions, take payments and set up autopay or payment arrangements, with card details handled in a PCI-compliant capture flow.6 use casesProactive and outboundReach customers before they reach you, with notices, updates and alerts they can reply to.4 use cases
Voice and web chat each have their strengths.
Run the same agent on both, and let each channel handle the conversations it suits best.
Web chat
Best at
Browsing-stage sales, visual answers such as links, images and carousels, structured forms and proactive triggers.
Strengths
- Customers can multitask
- Upload screenshots or documents
- Secure payment and data forms
- Pick the conversation back up later
Your team keeps the conversations that need judgment.
These go to a person quickly, with the conversation summary and collected details, so the customer never repeats themselves.
- Emotionally charged escalations, complaints and bereavement situations
- Complex disputes, exceptions to policy and goodwill credits beyond set limits
- High-value or negotiated B2B deals
- Legal and regulatory complaints
Connect the systems agents need to act.
An answer without the ability to act usually just becomes a transfer. When agents can read from and write to your systems, they can finish the task.
- CRM
- Order management
- Billing
- Scheduling
See these use cases in a demo.
Bring the conversations your team handles most, and see how TandemCX agents handle them with your team in control.