Lessons from building and operating AI contact centers and voice agents.
26 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.
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…
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…
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.
The line is not drawn by how hard a call is. It is drawn by what it costs to undo a mistake.
CTI is the layer joining a phone system to the software an agent works in. The network does not know whose number is calling; the CRM has no idea the phone is…
Korea's revised Consumer Dispute Resolution Standards did more than cap no-show penalties: they made advance disclosure a condition. Here is what that changes…
An auto call is outbound dialling the system does for you. It runs opposite to IVR and sits on a different layer from a dialler. Where automated outbound lands…
In H2 2025 Korea's text spam reports fell 59.7% to 12.88 million while voice spam rose to 8.73 million. Whether outbound automation is safe comes down to list…
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