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
Most AI voice agents fail after launch because the demo tests conversation quality while production tests workflow control. Real callers interrupt, change intent, challenge policy, and need account-specific action.
Nine Voice AI platforms for call management in 2026, compared on call handling, handoffs, integrations, reporting and deployment model.
Phone trees route callers through fixed menus. Conversational AI understands intent, completes supported workflows and escalates with context. Here is what contact centers should weigh before switching.
AI in business is moving from systems that only generate content to systems that can take action. This post explains what agentic AI is and how companies are deploying it across real business use cases.
Customer interactions now occur across more channels and touchpoints, with higher customer expectations than ever before. This guide explains how CX teams can manage and improve customer interactions effectively with AI.
The 2026 statistics on AI in contact centers, the trends behind them, the challenges leaders still have to manage, and where the operating model goes from 2027.
Ten speech analytics platforms for contact centers compared on transcription, analytics, QA, compliance and reporting, with vendor facts checked October 5, 2026.
Call escalation occurs when a customer interaction is transferred from the first agent to a supervisor, senior agent or specialist that can provide resolution. Conversations can start off simple, but quickly become escalated when a higher-level approval is needed, as well as technical assistance, account verification or billing investigation. Call escalation can be one of the least managed portions of a contact center as it falls between departments, systems and procedures.
Low call connect and pickup rates hurt call center performance before the conversation even starts. This guide explains why outbound calls go unanswered and how call centers can improve connect and pickup rates across sales, collections and service follow-ups.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
