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 hunt group is often described as a phone system feature, but in a contact center it works as a practical call-routing method. This guide explains the types of hunt groups, how to set one up and best practices for contact centers.
What AI in customer experience actually means, where businesses get the most value, the use cases that work, the mistakes to avoid, and how to measure the result.
Modern contact centers are under pressure from rising call volumes, longer wait times, staffing constraints and customer expectations for faster support. This post explains what call deflection is and how moving suitable requests to digital or self-service channels improves efficiency.
Call disposition is one of the simplest but most important parts of call center operations. This guide explains what call disposition means, with examples and best practices for labeling whether a call was resolved, transferred, escalated or marked for follow-up.
How AI call summarization works, the features that matter (accuracy, integrations, security, templates, search), where it pays off, and how to test a tool on your own calls before you buy.
IVR guides callers through predetermined menus. An IVA (Intelligent Virtual Agent) allows callers to speak naturally and can extract information, confirm details and perform tasks. Pick IVR for simple menu-routing and very predictable call flows. Pick IVA for high call volume, repetitive customer support questions or complex workflows with multiple steps. Some teams use both technologies, placing IVR menus on simpler branches and IVAs on the more complex ones.
How AI voice agents keep utility lines calm during outages and billing spikes: bill inquiries, outage reports and updates, service request intake, appointment scheduling, proactive alerts, and the escalation rules that protect emergencies.
Legal intake is often the first real test of whether a law firm can turn interest into a signed client. This guide explains how AI voice agents handle intake calls quickly so fewer potential clients move on to another firm.
How AI voice agents take billing confusion, payment reminders, outage updates and plan changes off telecom queues, spot churn signals during the call, and escalate retention cases with context.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
