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
A 2% QA sample fails as compliance evidence because it cannot distinguish a systemic pattern of unfair claims settlement practices from an isolated rep having a bad week. This post makes the case for auditing every claims call.
Your QA team scores one to three calls per representative each month, and the 97% of conversations they never hear is where your CMS audit exposure actually lives. This post explains why a small call sample is a compliance liability for Medicare Advantage plans.
What AI call center voice agents do, the nine call types they resolve end to end, how to evaluate a vendor, and what breaks after go-live.
Eleven AI voice agents compared on latency, telephony reach, workflow depth and compliance, with every trade-off named and a pilot test plan to run on the finalists.
The AI voice agent in healthcare that wins is the one you can audit once protected health information, clinical risk, and a regulator's question are in the room. This buyer's guide explains how to judge platforms on production auditability.
Agentic AI for customer service is real, early, and heavily oversold at the same time. This post weighs Gartner forecasts on autonomous resolution and canceled projects to show what actually works.
Conversational AI in financial services lives or dies on governance and observability, because every answer about a balance, dispute, claim or premium is a regulated communication. This post explains what works for banking and insurance.
Conversational AI companies are easy to find and hard to tell apart, because dozens of vendors run near-identical homepages. This guide shows which companies lead each category and how to separate a production-grade vendor from a demo.
Buying decisions are made on what the platform can do in a demo, but once it is live the real question is how it performs in production. This guide explains what happens after conversational AI goes live and what drives results.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
