AI voice agents are already on the front lines — answering calls, switching languages, and gathering insights from every interaction. But automation alone won’t deliver great customer experiences (CX). The key is doing it right.
In this episode of Doing CX Right, Stacy Sherman and Richard Lin, CEO of Anyreach, explore how to deploy voice AI with transparency, personalize at scale, and prepare for a future where AI isn’t just assisting humans — it’s talking to other AI. Because the real ROI isn’t in automation alone — it’s in how you design the experience. Smart choices turn AI from a cost-saver into a brand-builder.
Key Questions Answered in the Episode:
- What exactly are AI Voice Agents, and how do they differ from traditional customer service tools?
- How can businesses start integrating AI Voice Agents into their customer service operations?
- What are the ethical considerations when implementing AI-driven customer interactions?
- How does AI enable multilingual support, and why is this a game-changer for global businesses?
- What advice does Richard Lin have for entrepreneurs looking to pitch their AI solutions to investors?
Valuable Insights:
Doing CX Right means understanding how to harness the power of AI to improve customer service, boost efficiency, and maintain a personal touch with customers. Richard highlights the importance of starting small—beginning with simple applications of AI Voice Agents—and scaling as your business grows. Doing so will allow businesses to deliver faster, more accurate customer interactions while saving on costs.
Key Topics:
- Understanding AI Voice Agents
AI Voice Agents are evolving from basic chatbots to sophisticated tools that can handle complex customer interactions. These agents can provide 24/7 support, offering faster resolutions at a lower cost. - AI Voice Agents in Customer Service
Richard explains how AI can take over mundane tasks, freeing up human agents to focus on more complex issues. With the ability to understand and respond to customer queries, AI improves both efficiency and customer satisfaction. - The Future of Multilingual AI Support
AI Voice Agents are breaking down language barriers, enabling businesses to provide seamless customer support in multiple languages, helping companies cater to a global audience. - Ethical Considerations in AI
Transparency is key. Customers should know when they’re interacting with AI instead of a human agent. Richard discusses how clear communication builds trust and sets the right expectations. - AI Voice Agents and Business Scalability
For growing businesses, AI Voice Agents provide a way to scale support without needing to continuously hire more human agents. Richard shares tips for businesses to adopt AI at their own pace and scale as they grow.
Practical Takeaways:
- Start Small, Scale Slowly: Begin with AI Voice Agents handling simple tasks and expand their role as your comfort with the technology grows.
- Focus on Multilingual Support: Integrating multilingual capabilities early on allows your business to cater to a wider audience and expand its global reach.
- Maintain Ethical Transparency: Let your customers know when they’re speaking to AI. This ensures trust and prevents confusion.
- Measure Impact: Track customer satisfaction and operational efficiency to gauge the success of AI Voice Agents in your business.
Companies Mentioned:
- Anyreach: Richard Lin’s company, pioneering the use of AI Voice Agents to enhance customer experiences.
- Shark Tank: Richard’s experience on the popular TV show, which highlighted his company’s innovative approach to AI.
Leadership Advice:
Richard offers valuable advice to leaders looking to stay ahead in the AI space: focus on clear communication and always link AI solutions to measurable business outcomes. Showing tangible results will help in gaining both internal and customer buy-in.
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About Richard Lin:
Richard is the CEO of Anyreach, where their goal is to turn every conversation delightful. Anyreach is an AI-CX platform that allows any business to deploy multi-channel AI agents that can speak and take action on any customer conversation.
Richard previously rocketed Ombre Labs to $12M ARR with 800% YoY growth, built the world’s largest genome database, and raised $13M from top investors. He partnered with CVS/Rite Aid in 2,600 stores and was featured on Shark Tank and Forbes.
Connect with Richard on LinkedIn and website.
About Stacy Sherman:
Stacy Sherman is a professional speaker, advisor, and founder of Doing CX Right® consultancy, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping and UX, she provides a proven, research-backed framework that drives real business impact. A trusted, award-winning CX leader, Stacy is recognized as a Top Global CX Guru and ICMI Top 25 Influencer (2021-2025). She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences.
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A Gift For You:
Do you want to know if your customer experience creates loyal advocates who genuinely love your brand? Are your employees inspired to champion your mission as others in your industry view you as the gold standard they strive to reach?
Take FREE CX Assessment to uncover:
- Barriers limiting your brand’s growth and impact.
- Factors that drive stronger customer connections and deeper loyalty.
- Strategies to create meaningful experiences that set your brand apart.
Doing customer experience the right way can transform your business and enrich the lives of the people you service. Don’t leave it to chance.
