Author
Urza Dey (She/They) is a content/copywriter who has been working in the industry for over 5 years now. They have strategized content for multiple brands in marketing, B2B SaaS, HealthTech, EdTech, and more. They like reading, metal music, watching horror films, and talking about magical occult practices.
94 articles
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.
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.
Customer escalations are one of the clearest signals that something in the support experience has broken down. This guide explains how contact centers can handle escalations well and prevent them from happening in the first place.
How AI voice agents handle enrollment, eligibility and benefits verification calls in healthcare, the compliance controls that have to be designed in, and the KPIs that prove access improved.
Many contact center teams use the terms conversational AI and generative AI as if they mean the same thing. This post explains how the two differ, which parts of the customer interaction each one handles and why the difference shapes deployment.
CCaaS, UCaaS and CPaaS are often grouped together because all three involve cloud communications. This guide explains how the three categories differ, which problem each one solves and where AI voice agents fit for businesses evaluating them.
How AI voice agents take WISMO calls off the queue: live order status, ETA, delay explanations, failed-delivery follow-ups, and clean handoffs when a case needs a person.
The three ways vendors price AI voice agents (per agent, per minute, per resolution), where each one fits, the hidden costs buyers miss, and how to compare on cost per successful outcome.
How AI voice agents handle bookings, cancellations, guest questions and disruption updates for travel brands, where a human still has to step in, and the KPIs that show it is working.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
