INDUSTRY INSIGHTS & NEWS

Expert analysis, trends, and thought leadership in telecommunications and enterprise communications

AI & Voice Technology Customer Experience Voice Assistants Conversational AI Cloud Services

Delivering 24/7/365 Customer Support with Voice AI and Smart Human Handover

24/7/365 Customer Support, Delivered: Voice AI for Instant Pickup, Low‑Latency ASR/LLM/TTS with Barge‑In, RAG‑Grounded Answers, Smart Handover.

September 30, 2025 4 min read

Aivis Olsteins

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AI & Voice Technology Conversational AI Management Voice Assistants

Handling the Hard Calls: How Voice AI Manages Complex, Emotional, and Non‑Standard Questions

Handling the Hard Calls with Voice AI: Early Detection of Complexity and Emotion, Empathetic Tone, Clarifications/Confirmations, RAG‑Grounded Answers and Tool Use, and Smart Handover via Warm Transfers with Low‑Latency Barge‑In and Compliance

September 23, 2025 5 min read

Aivis Olsteins

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AI & Voice Technology Conversational AI Management

Beyond Per‑Minute Pricing: The Hidden Total Cost of Ownership of Voice AI

Beyond Per‑Minute Pricing: Voice AI’s True TCO - Integrations, Telephony, Storage/Retention & Egress, RAG/Vector DB & Tokens, Monitoring/Observability, QA/Tuning, Security/Compliance and more.

September 16, 2025 5 min read

Aivis Olsteins

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AI & Voice Technology Automation Conversational AI Call Centers

AI Voice Agents and CSAT: Can They Match or Exceed Human Satisfaction?

Can AI Voice Agents Match or Beat Human CSAT? Instant Answers, Higher FCR, Lower ASA/AHT, Consistent Policy—Plus Empathy, Barge‑In, RAG‑Grounding, and Smart Handover. How to A/B Test, Measure Recontacts, and Design for Parity or Lift in Journeys

September 9, 2025 3 min read

Aivis Olsteins

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AI & Voice Technology Management Conversational AI

Voice AI vs. Human Agents: How Much Can You Save on Operational Costs?

Voice AI vs. Human Agents: Realistic Cost Savings—10–25% in Early Pilots, 30–55% at Scale (60%+ Best Case), driven by Containment and AHT Reductions; Cost Model (STT/LLM/TTS + Telephony), Worked Scenarios, and Levers to Optimize Minutes, Coverage, and ROI

September 2, 2025 3 min read

Aivis Olsteins

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AI & Voice Technology Management Conversational AI Operations

AI Voice Agent ROI: A Practical Framework to Quantify Savings vs. Investment

AI Voice Agent ROI, Demystified: From Containment and AHT Reductions to Upsell Lift—Formulas (ROI%, Payback, NPV/IRR), Cost Model, Pilot Measurement, and Sensitivity Analysis to Prove Savings and Scale Fast

August 26, 2025 3 min read

Aivis Olsteins

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AI & Voice Technology Conversational AI Voice Assistants

Teaching AI to Speak Your Industry: Training Voice Agents on Domain-Specific Terminology

Teaching AI to Speak Your Industry: A Blueprint for Domain Terminology—ASR vocab/phrase boosting, LLM + RAG grounding, slots, fine‑tuning, TTS pronunciation, governance, and metrics, plus continuous updates.

August 19, 2025 4 min read

Aivis Olsteins

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AI & Voice Technology Conversational AI Call Centers Call Routing

Seamless Human Handover: How to Escalate from AI Voice Agents to People Without Losing Context

Seamless Human Handover in AI Voice: Triggers, Routing, and Context Transfer—From Low‑Confidence and High‑Risk Escalations to Warm/Cold Transfers, Callbacks, and Screen Pops—While Preserving Privacy, Compliance, and CSAT with SLAs and Outcomes

August 12, 2025 3 min read

Aivis Olsteins

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AI & Voice Technology Conversational AI Voice Assistants Call Centers

How Accurately Do Voice Agents Handle Accents, Dialects, and Noisy Environments?

Beyond WER: How Voice Agents Handle Accents, Dialects, Code‑Switching, and Noise—From Telephony and Far‑Field Mics to Entity Accuracy, Biasing, Grammars, Barge‑In/Backpressure, and Confidence‑Aware UX for Reliable, Inclusive Conversations

August 5, 2025 3 min read

Aivis Olsteins

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AI & Voice Technology Conversational AI Operations Management

AI Voice Agents: Implementation Timelines and Costs at a Glance

AI Voice Agents: From MVP to Enterprise - Timelines, Budgets, Ops Costs, Delivery Phases, Realtime S2S vs Chained Architectures, and Ways to Cut Cost, Latency, and Risk

July 29, 2025 2 min read

Aivis Olsteins

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INDUSTRY INSIGHTS & NEWS

Delivering 24/7/365 Customer Support with Voice AI and Smart Human Handover

Handling the Hard Calls: How Voice AI Manages Complex, Emotional, and Non‑Standard Questions

Beyond Per‑Minute Pricing: The Hidden Total Cost of Ownership of Voice AI

AI Voice Agents and CSAT: Can They Match or Exceed Human Satisfaction?

Voice AI vs. Human Agents: How Much Can You Save on Operational Costs?

AI Voice Agent ROI: A Practical Framework to Quantify Savings vs. Investment

Teaching AI to Speak Your Industry: Training Voice Agents on Domain-Specific Terminology

Seamless Human Handover: How to Escalate from AI Voice Agents to People Without Losing Context

How Accurately Do Voice Agents Handle Accents, Dialects, and Noisy Environments?

AI Voice Agents: Implementation Timelines and Costs at a Glance

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The Commitment Economy: Why Voice AI Bookings Must Be Integrated, Not Just Conversational

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