Everyone’s talking about AI… but have they heard AI talk?
Well, we have. And most AI sounds like a robot reading from a faded script. Clunky. Robotic. Unnatural. We knew this would not fly. Not with us. Not with customers.
Your customers immediately get turned off by an IVR that doesn’t understand their needs. Especially at times of urgency. When customers pick up the phone, they expect empathetic, personalized, and smooth, helpful conversations. Think about it. When was the last time you contacted a customer service line for fun?
Exactly. Never.
No one is calling your business to just yap with your agents. They are calling because they need assistance, clarity, and solutions, fast. They expect you to be with the times. And in today’s era, it is inevitable to ignore how AI is transforming Customer Experience.
The question isn’t whether AI will handle your customers calls, because it already is. The real question is whether your voice AI can actually hold a conversation worth having. Can it pick up frustruation in a customer’s voice? Does it know when to slow down, speed up, or gracefully hand off to a human? Because here’s the truth: customers don’t care about your AI’s impressive technical specs. They care about whether it understands them, helps them, and respects their time. If your voice AI sounds like it’s auditioning for a 1950s sci-fi movie, customers will hammer that zero key faster than you can say “please listen carefully as our menu options have changed.” Which is why our goal is to create a digital agent that sounds like a human, or even better.
For over 38+ years, we have been in a constant loop of developing not only our people but our technology. We are contact center folks building contact center technology, which means we know exactly what works on the front lines and what falls flat. We do the whole shebang. We pair the best technology, implementation services, and human agents to help enterprises adopt AI in their contact centers. And recently, we took it to the next level.
Humach partners with ElevenLabs
We didn’t just partner with any voice AI provider. We partnered with ElevenLabs because they’ve cracked the code on something most companies are still struggling with: making AI sound genuinely human.
This isn’t about layering a pleasant voice over the same old robotic experience. This partnership brings together ElevenLabs’ cutting-edge conversational AI with our decades of contact center expertise to create something transformative for customer support.
“We selected to partner with ElevenLabs for natural voice, fast responses, and the flexibility to build real contact-center integrations” –Bruce Sharpe, Chief Product Officer, Humach
With the help of ElevenLabs we are building digital agents that interact and transact. They handle customer lookup, order and shipping status, identity verification, and much more, all while sounding natural and responsive. No awkward pauses. No robotic speech. Just smooth, human-like conversational AI.
But here’s the key: we build these digital agents to know when to step aside. They smoothly transfer to contact center queues and support teams when a situation needs that human touch. Because sometimes, people need people.
Humans + Machines Vision
At Humach, we have always believed in the power of humans + machines working together. It’s literally in our name: Hu(man) + Mach(ine). Because what is technology, without the people behind it? Without the agents who train it, the engineers who refine it, and the customers who depend on it?
This partnership with ElevenLabs isn’t just about better voice AI. It’s about building the future of customer experience, one conversation at a time.
Take a listen for yourself and ask our digital agent, Palmer, at the bottom of the screen for a quick fun fact about Humach! 👇
