Time spent on converting new clients is one of the biggest pain points for any business. We’ve all experienced it: you research the opportunity, calculate a budget, put together a proposal – only to discover weeks later, it was a waste of time.
Wouldn’t it be great to know before you even started the conversation whether a potential client would be profitable, or a money loser?
AI voice is now helping SME companies identify which potential clients are worth pursuing and which should be ignored. The legal industry and service sector businesses are already adopting this technology – and with great results.
Las Vegas-based Abby Connect launched the AI Voice platform roughly 6 months ago.
How Does Abby Connect Work?
Most companies train salespeople how to vet potential clients, using pre-arranged questions. Based on the potential client’s answers, you can usually tell if they will be a good fit for your company. Abby Connect’s AI voice takes the same approach, using prepared prompts that converse with potential clients, asking many of the same questions.
The only difference: AI is much faster and smarter than humans. As a result, companies can know within minutes whether the potential client is a potential money maker or money loser.
Abby Connect programs the AI agent to ask specific questions – similar to how a staff employee is trained. The AI instantly analyzes conversations, screens for case value, and prioritizes leads worth pursuing.
There is a process to developing and cultivating new business with humans. AI voice takes that same process and automates it, helping you identify better prospects without wasting human hours.
Natham Strum, CEO of Abby Connect
AI Voice Case Study
Vanderveen Elder and Special Needs Law adopted the AI voice for client calls coming in after the firm was closed. Angela Williams, Executive Assistant, said her firm was struggling to keep up with a large number of calls and voicemails coming in after hours, lowering their productivity.
Having an AI-powered solution that ensures calls are answered promptly—without the typical ‘we’ll call you back the next business day’ response—has been a huge relief. It feels personalized, it adapts well, and it eliminates the frustration of endless voicemail loops. If I had to sum it up in one phrase, I’d say it’s a ‘life preserver and safety net’ for ensuring smooth client interactions.
Angela Williams, Executive Assistant
Read the Full Case Study
Abby Connect recently conducted a data analysis of client conversations, involving 500,000 service sector calls, including thousands from law firms, solo practices and larger multi-office firms. The goal was to study and learn from the data: How do AI agents compare to humans?
Human vs. AI Voice Agent Study
This was the first study of its kind comparing AI agents to humans when speaking with clients and customers. Some of the unexpected key findings from these customer interactions with AI agents:
AI agents use more words, but their calls are 44 percent shorter than human calls.
It might seem counterintuitive that a conversation with more words takes less time, but this is what the analysis found. One of the reasons behind this finding is that humans frequently communicate in a roundabout way to communicate their thoughts. In contrast, the AI agent is more direct. In addition, AI agents might use more words to communicate their message to ensure the customer is following the conversation. Another unique finding: AI speaks 2.5X faster than humans, yet customers don’t seem to notice.
Customers get confused at similar rates, whether they’re speaking with an AI agent or a person.
The analysis identified the term ‘confusion’ when a customer asked to speak to a different customer service agent or supervisor. There was no distinguishable difference between the human and AI agent when it came to customers asking to speak to a person of higher authority. The data did show that AI agents handled urgent requests as well as humans based on the customer’s handoff requests.
Humans still outperform AI in complex scenarios and nuanced emotional tone.
When it comes to expressing empathy or understanding nuanced emotional tones, humans still have the edge over AI. Abby Connect found AI falls short in nuanced conversations that involve emotions. This can be critical for sensitive industries like family law, criminal defense or personal injury.
This unique finding involving AI’s shortcomings with emotional tones and their ability to understand it, reinforces the need to include humans with all AI customer service. The human touch is needed to complement customer conversations with AI agents. This is why we believe that AI will not replace humans in the customer service industry, contrary to what many people are predicting. AI works best when working side-by-side with humans overseeing the interaction.
Natham Strum, CEO of Abby Connect
About Abby Connect
Unlike large, out-of-the-country call centers, Abby Connect assigns a small, dedicated team of virtual receptionists to each client, ensuring the team becomes intimately familiar with your business and provides a personalized experience for callers. This personalized service is enhanced by Abby Intelligence, which combines AI technology with human intelligence to proactively optimize accounts, reduce errors, and improve efficiency, resulting in consistently high-quality caller experiences.
Get Started with Abby Connect
©2025 DK New Media, LLC, All rights reserved | DisclosureOriginally Published on Martech Zone: Abby Connect: How AI Voice is Disrupting New Business Calls