Author
Hemant Warier works as the Head of Marketing at Orvera AI. Worked for Uber Eats for a year selling to restaurants in 4 different cities. After that worked in sales and growth positions at UrbanPiper and Ampyard. Also led marketing at HireSure.ai, CloudSEK and Matters.AI. Will be writing about AI agents handling customer calls and chats on this blog. How they can help and where humans need to step in and what you should know as a CX leader.
238 articles
Storm-day call volume exceeds what any utility can staff for because the arrival curve compresses many times normal volume into a window shorter than any shift change. This post explains why surge capacity fails and what holds the safety boundary.
Your billing queue spikes when a promotional rate ends because the subscriber's statement changes on a schedule they agreed to but never tracked. This post explains why AI voice agents must fully resolve these billing calls with a clear explanation.
A sampled QA program cannot tell you what is happening on your floor, only what happened on the calls you happened to pick. This post explains why automated QA across all conversations helps BPOs defend their margins and client relationships.
Personal auto FNOL intake is hard to staff because the call is structurally long, demand arrives in spikes, and a floor built for average volume has no answer for a catastrophe day. This post explains how to scale intake without adding seats.
Why a reminder that only confirms leaves the no-show on the schedule, how an AI voice agent rebooks against live availability during the call, the six systems it has to reach, and the four metrics that move.
WISMO holds the top contact driver position because self-service tracking pages answer the easy questions, and every call that reaches your queue is one those pages could not resolve. This post explains how retail CX teams resolve WISMO calls with AI agents.
Repair order status calls are the high-density, low-friction workload in fixed operations, and they land on service advisors at the exact moment those advisors can least afford to stop. This post explains why status calls need agentic AI.
Verification files sit incomplete because every handoff in the current outreach chain relies on the student noticing something, and most students do not. This post explains how AI voice agents close the last mile of financial aid verification.
Claim status is the highest repeat-contact driver in claims because the answer your rep reads on screen is rarely the answer the caller actually needs. This post explains why resolution is the new standard for AI claim status inquiries.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
