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
Choosing a voice AI platform affects how quickly you launch, how much work your team owns and how much control you keep after go-live. This guide compares managed and self-serve voice AI platforms to help you pick the right fit.
Session Initiation Protocol (SIP) trunking is the connection that lets internet-based voice systems reach real phone networks. For AI voice agents, SIP trunks act as the phone line into the carrier network for inbound and outbound calls on normal phone numbers.
Outbound calls have a trust problem before a rep says a word, because customers often ignore unknown numbers. This post explains what branded caller ID is and how showing a business name on the call screen helps raise trust and answer rates.
How AI voice agents turn a transfer into a warm handoff: intent detected early, details collected once, a short summary passed to the rep, routing by context, and escalation before the customer runs out of patience.
Manual call scoring against automated scoring for QA leaders: what each measures, where each breaks, and how to score every call first and route the ones that need judgment to a person.
Quality assurance teams can review only a small slice of sales and support calls because every audit takes time and a trained evaluator. This guide explains how AI agents score calls instantly so QA teams can cover far more conversations.
Call intelligence is the use of AI, call analytics, transcription, sentiment analysis and conversation insights to understand what happens during customer calls. This guide explains how it shows why customers call and turns calls into usable operational data.
When an AI voice agent should hand a call to a person, the five signals that trigger it (intent, sentiment, business rules, confidence, a direct request), the six-step workflow, and the five escalation models to choose from.
Ten AI sentiment analysis tools for 2026 compared by channel coverage, real-time action, QA, dashboards and fit, with a plain guide to choosing one for a contact center.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
