Four numbers that tell you whether your IVR is working
Containment rate flatters every voice deployment ever measured. Four honest numbers, why each is easy to fake, and what to pair it with.
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Your documents are not a knowledge base yet
Pointing an AI agent at a folder of PDFs produces confident wrong answers. What turns documents into something a voice agent can safely answer from.
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Multi-tenant by schema, not by a WHERE clause
Separating customers with a tenant column puts you one forgotten filter away from leaking call recordings. Structural isolation costs more up front and far less later.
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A caller switching from English to Tamil mid-sentence is normal
Indian callers mix languages inside one sentence. Systems built around a language menu handle it badly, and callers notice within two turns.
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Where the second goes: a latency budget for AI voice
A caller notices delay long before a second is up. Here is how that second is spent across speech, model and voice — and which part is actually worth optimising.
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Barge-in is the difference between a voice agent and a recording
Play someone a synthesised voice and they will forgive a lot: an accent that is not quite local, a slightly flat delivery, a pause…
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