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
Every call creates work after it ends. How AI call summarization writes the after-call notes, where it pays off, and how to roll it out without creating another layer to manage.
Real callers speak fast, blend languages and phone in from noisy places. How AI voice agents handle accents, dialects and background noise, what breaks when they do not, and what to test before rollout.
Seven ways AI changes contact center workforce management, from forecasting by intent and intraday staffing moves to the call volume AI voice agents take off the schedule, and the KPIs that prove it.
Ten things CX teams get wrong about AI voice agents, from overnight deployment and full replacement to cost and IVR confusion, and what production deployments actually require.
How AI voice agents change utility customer service: instant answering during outage spikes, billing and payment support, account changes, 24/7 coverage, and the handoff paths that keep complex cases with people.
How AI voice agents handle callers who interrupt, talk over the agent or phone in from noisy places: voice activity detection, barge-in, end-of-turn detection, short reprompts, and the KPIs that show where noisy calls are hurting outcomes.
Orvera AI and Vapi compared on rollout ownership, workflow depth, pricing behavior, telephony, integrations, analytics and governance, to help CX teams choose between a platform run for them and a developer-led voice stack.
Net Promoter Score (NPS) measures how likely customers are to recommend a company, and that score is heavily shaped inside the contact center. This post explains how AI voice agents affect NPS through speed, resolution and consistency.
Listening to recordings does not scale. How AI call transcription works, what drives its accuracy, and how contact centers use transcripts for QA, coaching and compliance.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
