How UK companies use voice agents and AI chatbots for customer service
In 2025, many UK companies are turning to voice agents and AI chatbots to handle customer service. These tools are changing how businesses talk to customers. They help answer questions faster, reduce wait times, and save money. They are especially useful for busy companies that receive a lot of calls and messages every day.
The rise of voice agents
Voice agents are AI-powered systems that can answer phone calls. They speak with customers using natural, human-like voices. These voice agents can answer common questions, help customers track orders, book appointments, or guide them to the right department.
One major benefit of voice agents is that they can handle hundreds of calls at the same time. Unlike human staff, they don’t get tired and don’t need breaks. This is perfect for companies with high call volumes, such as retailers, delivery services, and healthcare providers. With fewer staff needed to answer the phone, businesses can focus on more complex tasks.
AI chatbots on websites
“AI chatbots are also becoming more common on company websites,” explains Richard Tank of hubspot agency, Hey Rebels.
“These bots chat with customers using text. They can be set up quickly using platforms like HubSpot or Zapier, which are popular tools for many UK businesses.”
“Once added to a site, a chatbot can answer questions, collect customer details, and even help with sales.”
“For example, if a customer visits a website and asks, “Where is my order?” the chatbot can check the system and give an instant update. This saves time and means customers don’t have to wait for an email or phone reply.”
AI can help save time and money
Using AI tools helps UK companies save both time and money. According to recent research, 68% of UK businesses now use AI in some form to support customer service. This means fewer staff are needed for simple tasks, and customer issues are solved faster.
Another important figure shows that companies using AI chatbots can save up to 30% on customer service costs. That’s because bots can work 24/7, reduce errors, and deal with many customers at once. Staff are then free to focus on tasks that need human skills, like solving complex problems or offering personal advice.
AI is better for customers and staff
Customers also benefit from faster replies and better service. Many people now expect instant answers and don’t want to wait on hold. Voice agents and chatbots make sure help is always available, even outside normal working hours.
For staff, these tools reduce stress by handling the repetitive parts of customer service. This can lead to happier teams and better job satisfaction.
The future of AI customer service in the UK
AI tools like voice agents and chatbots are now an important part of customer service for UK companies. They help answer more customers in less time and reduce the pressure on support teams. With simple tools like HubSpot and Zapier, even small businesses can use these systems.
As technology continues to improve, we can expect more companies to rely on AI to deliver fast, smart, and reliable service to their customers.