Why Voice AI Fails When It Leaves the Demo Room
Voice AI can appear polished in a controlled demo, then unravel when customers call from noisy, low-bandwidth, or high-volume environments. Klearcom’s Neil Weldon explains why contact centers must test call quality, handoffs, and failure routes before scaling automation.
Rhys Fisher · 23h
Why AI Handoffs Still Make Customers Repeat Themselves
We all know that AI can make customer service quicker, but too many customers still have to repeat information when a conversation moves from a bot to an agent. Twilio’s Sam Richardson explains why context, identity, and reassurance must travel with the customer.
Rhys Fisher · 26 Oct 2026
Retailers Cannot Allow WhatsApp to Become a Spam Channel
Retailers are moving toward WhatsApp and other rich messaging channels to support shopping, service, and customer loyalty. But as brands gain more ways to reach customers, the real challenge is making every message feel timely, useful, and worth opening.
Rhys Fisher · 9 Oct 2026