| Contributor
Many companies are moving beyond rigid, scripted chatbots toward more natural customer interactions. A new voice AI agent called Leaping AI is part of a movement bringing the call center industry into the age of sophisticated artificial intelligence.
According to Kevin Wu, CEO of Leaping AI, customer service is currently undergoing a radical transformation because of the advent of next-generation voice AI agents. “Today’s call center automation not only handles calls and reduces wait times but also reason through complex matters,” he says. “In addition, the rise of the large language models (LLMs) means our AIs can conduct natural conversations that mirror human speech.”
How new voice AI agents are improving customer support
At a time when businesses of all sizes seek ways to become more efficient, generative AI provides a clear solution. These sophisticated voice agents answer common questions, schedule appointments, conduct lead qualification, and more.
As a result, businesses see measurable results in their operations in general and customer relationship management (CRM) in particular. According to a 2025 study from a researcher at Texas Tech University, today’s voice AI agents improve “response time, accuracy, self-service capabilities, and agent productivity.”
“With conversational voice AI, you can automate most of your incoming calls and maximize your uptime,” Wu explains. “In other words, you can ensure your system is ready and available to engage in conversations and serve consumers as much as possible. This is critical for customer trust and satisfaction.”
A 2025 McKinsey report also notes that, “when AI is combined with internal data and systems, AI delivers impressive returns. One leading energy company has successfully reduced its billing call volume by around 20 percent and shaved up to 60 seconds off customer authentication by integrating an AI voice assistant into its back-end call workflow.” A 2023 study has also shown that deploying advanced AI even “persistently” decreases customer complaints.
Unlike the clunky, awkward chatbots of previous iterations, today’s voice AI agents can have real conversations.
Powerful AI = high uptime, low latency, and omnichannel synthflow
“One of the important advances Leaping AI makes is to decrease the amount of time it takes for the system to respond after a customer speaks,” Wu says. “In the field, we call this low latency. It’s important because customers get annoyed when it takes a long time for the voice AI agent to get to their side of the conversation. Fast responses make for better voice interactions.”
Leaping AI’s voice agents also sound human, which is important because people rate human voices as “less eerie and more likable” than robotic ones, according to a 2020 study in Neurorobot. In addition, Leaping AI offers improved dialogue flow — the smooth, natural language that assures customers they are talking to a competent entity.
Moreover, today’s powerful AI is more helpful than the chatbots of old. Their ability to access customer data and navigate throughout the company’s knowledge bases gives them a heightened capacity for real-time troubleshooting.
In addition, these omnichannel voice AI agents work across platforms. “The customer doesn’t need to repeat themselves or go through their whole story again,” Wu explains. “The AI remembers what they’ve already said, even though the conversation might have started with a social media post and then moved to a phone call and ended with an SMS message. Their experience stays consistent.”
The platform is being tested across different use cases, with early applications showing potential.
Leaping AI: An innovative voice AI platform with diverse use cases
“Our solution is horizontal, which means Leaping AI has been designed to serve across industries,” Wu says. “Common industries that already use our voice AI agents are travel, home services, pay-per-call, health insurance, and real estate.” According to the company, one travel platform reported that the AI system helped automate a portion of booking-related phone calls, reducing the need for direct human involvement.
Leaping AI also makes integration fast and easy. It provides webhooks and an application programming interface (API) that permit the voice AI agent to update information in a company’s systems during conversations. These voice AI agents use your existing software and databases to verify an account number, create a support ticket, notify staff to conduct outbound calls, or schedule an appointment.
“Businesses no longer need to build and deploy their own AI from scratch,” Wu explains. “Our platform means you can roll out a voice AI agent easily and start automating customer calls quickly. Whether you need a system to schedule appointments, qualify leads, or answer billing questions, our flexible AI handles it.”
As a result of voice AI agents’ expanded capacity, human staff can focus on managing escalated queries that require advanced discretion. “Think of our voice AI agents as digital or virtual assistants,” Wu says. “The whole idea is to allow human agents to focus on what they do best.”
Deploy AI, scale up fast
Implementing Leaping AI can help a business scale up rapidly, as shown by the results they achieved for home improvement company Thompson Creek.
“We helped them solve a number of problems,” Wu says. “They were getting hundreds of phone calls every day from prospective customers who needed quotes. They also needed to identify the scope of customers’ projects from initial phone calls and figure out how to convert that initial interest into follow-ups and sales. Moreover, they had to juggle several different kinds of appointments on staff members’ calendars.”
Leaping AI built an agent to handle callers and scheduling. “We tailored a system for them that provides consistent, professional customer service while also prioritizing high-value activities,” Wu says. “Another important feature is that if a customer hangs up on the voice AI agent, a human staff member is prompted to call them back in five seconds. This meant they never lost a lead.”
Consequently, Thompson Creek was able to scale up rapidly, generating nearly $100,000 of upcoming work in only two days. “Our system paid for itself in only two days,” Wu affirms. “Our voice AI agents booked almost 200 appointments worth $550,000 after only one month.”
See how today’s voice AI agents can help you
Leaping AI offers a platform designed to help teams create voice AI agents without requiring extensive coding or complex infrastructure.
“We aren’t just a development tool,” Wu says. “We are an enterprise-ready platform that automates massive phone calling operations with the help of prompting and a drag-and-drop builder. Furthermore, we have in-house forward-deployed engineers who help our customers set up their voice AI agents in minutes.”
Business research firm Gartner projects that 75 percent of new customer service centers will implement generative AI by 2028. Businesses exploring new ways to streamline customer communication can request a demo to see how Leaping AI’s tools work in practice.
