SureCall introduces AI assistance with voice calls & webchat – Marc’s AI Insight 1

By Marc Bombenon

Imagine your best agent on their best day, every day. That is the point of AI assistance at SureCall. We pair real humans with an always-on copilot that listens in real time, pulls the right knowledge instantly, and suggests the next best action. Your customers hear confident, accurate answers faster. Your agents feel calmer and more effective. You get shorter queues, cleaner notes, and fewer follow-ups. Independent research on modern contact centers shows AI assistants cut resolution times and raise productivity, which is exactly what we see on our floor.

Behind the scenes, calls and chats are analyzed as they happen. If frustration spikes, supervisors get an alert and can step in. Trends roll up into clear dashboards, so you spot policy issues or product defects early. This is not guesswork. Real-time analytics and sentiment intelligence are standard in today’s top cloud contact centers and are cited by analysts and customers as major drivers of improved first contact resolution.

Self-service also gets smarter. Instead of rigid menus, customers can ask for what they need in plain language. When a human should take over, the full context moves with the conversation, so no one repeats themselves. That blend of smart automation and human empathy is why leading platforms are ranked as category leaders by Gartner and Forrester for contact center as a service.

Costs drop while satisfaction rises. Industry TEI studies show material reductions in operating cost from modern cloud contact centers, along with measurable improvements in handle time. Our own clients have experienced savings between 40 and 70 percent when they move from in-house, nine-to-five teams to our scalable, AI-assisted model. External studies commonly report 25 to 60 percent savings depending on scope and location mix.

Automation also opens the door to real-time data, your biggest value.   You can instantly see which offers perform, where bottlenecks exist, and how customers engage. That feedback loop lets you pivot quickly, tighten costs, and make data-driven decisions that directly protect your profit margins.

Bottom line. You get human service backed by instant recall, accurate summaries, and consistent quality. Your customers get fast, correct answers. Your finance team gets a smaller bill.

Our agents just got superpowers. Marc’s AI Insight 2 shows what customers feel first.