Lessons from building and operating AI contact centers and voice agents.
80 articles
A phone number is an address; the call route is the road. Learn how a call crosses telephone networks, SIP, and RTP before reaching voice AI.
Retrying a failed voice AI request can execute the same operation twice. This covers how retryOnFail, idempotency keys, and onError=continueErrorOutput work to…
When automating phone bookings with voice AI, the scope differs by booking type. Distinguishing simple, condition-negotiation, and external-coordination bookin…
Sorting visual IVR and voice AI by screen presence misses the most important difference. What matters is whether branch conditions live in a config file or eme…
A handling manual records what to say and never records when not to say it. The moment that blank moves into a prompt, the handling drifts.
Cold-call answer rates collapse over caller-ID reputation, not the script. What AI actually changes is number rotation, not call volume.
Telemarketing is defined by purpose, not by who dials. When AI places the call, prior consent, disclosure, and opt-out handling still apply exactly the same wa…
A model that doesn't know it's wrong is more dangerous than one that's confidently wrong. Here's the three-layer filter we built to stop low-confidence respons…
Comparing seat-based and per-call quotes side by side leaves room for hidden costs. Breaking outsourcing costs into three layers helps you spot what the initia…
What a first call can hand over is confirmation, not filtering. And a script asks every question a recruiter used to skip.
Before comparing vendors, settle the scope and where liability sits. Handing the work over does not hand the liability over.
Time zone is when the call gets answered. Language is who answers it. Split them and combinations appear.
AICC is not a product name. It is a bundle covering connection, recognition, conversation, integration and record — which is why two quotes never line up.
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