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Inside Workforce Wave: How Conversational AI Saves Missed Calls, Lifts Revenue, And Fixes Customer Service Pain
Description
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Ever wish the phone picked up itself and sounded like your best-trained staffer? We sit down with Bob Hilscher from Workforce Wave to explore how conversational AI is stepping in where IVRs fail, turning missed calls into booked revenue and repeatable service. From boutique hospitality to national home remediation, the results are hard to ignore: faster answers, fewer hang-ups, and real conversations that move people to a next step without the maze of “press 1 for…”
We dig into how these voice agents are built—personality through prompting, not brittle scripts—plus the guardrails that keep them on-task and brand-safe. You’ll hear a live demo of “Elle,” a witty, concierge-style agent that shows what’s possible when tone, timing, and local knowledge come together. Then we get practical: HIPAA and SOC 2 considerations for medical workflows, how intake gets captured once and passed along accurately, and why 24/7 availability matters when storms hit or platforms go down. There’s a reason one agent handled 1,800 calls during a citywide flood and another caught $30,000 in restaurant event bookings that would’ve vanished.
Data is the quiet superpower. A rich dashboard surfaces transcripts, color-coded call types, and quick controls so managers can update specials, scheduling rule
South Carolina Research Authority (SCRA) is a public, nonprofit organization that fuels South Carolina’s innovation economy by supporting technology-based startups, academic research, and industry partnerships. Through funding, coaching, and its investment arm SC Launch, SCRA helps early-stage companies grow, commercialize ideas, and scale within the state’s key innovation sectors.
King & Columbus is a full-service marketing and advertising agency based in South Carolina that helps brands grow through a mix of creative storytelling and data-driven strategy. They offer everything from branding and content creation to media planning, digital advertising, and PR—focused on delivering measurable results across digital, social, and traditional channels. https://kingandcolumbus.com
Title Sponsor: Charleston American Marketing Association
Presenting Sponsor: Charleston Media Solutions
Annual Sponsor: SCRA; South Carolina Research Authority
Quarterly Sponsor: King and Columbus
CAMACast Cohosts: Stephanie Barrow, Mike Compton, Rachel Backal, Tom Keppeler, Amanda Bunting Comen,
Silicon Harbor Hot Take Host: Stanfield Gray, https://digsouth.com
Produced and edited: RMBO Advertising
Photographer | Co-host: Kelli Morse
Score by: The Strawberry Entrée; Jerry Feels Good, CURRYSAUCE, DBLCRWN, DJ DollaMenu
Studio Engineer: Brian Cleary and Mathew Chase
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