Topic
How AI voice agents handle live conversations across inbound and outbound calling, from the first intent signal through to a finished resolution.
Articles
Agentic AI for customer service is real, early, and heavily oversold at the same time. This post weighs Gartner forecasts on autonomous resolution and canceled projects to show what actually works.
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.
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.
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.
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.
The real test of a voice agent is the multi-step call: two intents, a verification, a system lookup, an action and a clean handoff. How that works, where it breaks, and the KPIs that show it is working.
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.
Ten things enterprises 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.
More topics
See how enterprise teams turn these AI strategies into resolved conversations, on the stack they already run.
