AI and voice

AI caller disclosure by state. What each state requires when an automated assistant answers or places a call. 3 with a disclosure statute, 1 on request, 47 with no AI-specific statute.

AI customers that train reps versus AI agents that talk to customers: two different things. AI roleplay trains your reps with synthetic customers and carries almost no customer risk. An AI agent talks to real customers and carries all of it. 7 min read.

A call the team did not pick up is answered by an automated assistant, inside the limits the business set for it.

Telling the person on the other end that they are talking to software, in the first few seconds and in plain words.

AI voice agents on a sales line: inbound, outbound and what they must disclose. A voice agent belongs on the calls your team missed and on outbound drafts a manager approves, never in front of a customer a person could have answered. 7 min read.

The caller asks for a person, and the automated assistant stops and moves the call to the team.

How to evaluate an AI voice agent for a sales line. Judge a voice agent on the calls it hands off, the records it writes and the permissions it respects, not on how natural it sounds in a demo. 7 min read.

When an AI agent must hand a customer to a person. Five conditions call for a person: a request, confusion, a complaint, any figure that would move, and anything the business would have to commit to. 7 min read.

The caller stops and asks whether they are talking to a person or to a machine.

A federal telemarketing phrase covering calls that play a recording or use a synthetic voice rather than a live person speaking.

Software that places calls automatically, a category federal telemarketing rules treat with particular care.

The national registry and the company’s own records of people who have asked not to receive sales calls, which a sales team has to honor.

The moment an AI agent stops and passes the customer to a person, along with everything said so far.

Letting a voice agent pick up sales calls that would otherwise ring out, go to voicemail or die on hold.

A message or call prepared by software for a person to review, send or discard before the customer ever sees it.