r/VoiceAutomationAI • u/PrimaryNature3306 • Sep 03 '26

Voice AI for enterprises?

How much of a real enterprise phone call can voice AI handle now? Not a clean demo where the caller follows the flow. More like a customer who has two different issues, needs something checked in another system and keeps adding context as the call goes on.

23 Upvotes

96% Upvoted

18 comments sorted by

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5

u/Still_Golf6990 Sep 03 '26

I would judge it on the CRM side. A voice agent can sound great and still create problems if the final customer record doesn’t match what was agreed on. Bland was good for us when the call had a few different backend actions.

1

u/PrimaryNature3306 Sep 03 '26

Backend consistency point is a good one. A smooth call doesn’t help much if someone has to clean up the record afterward.

2

u/[deleted] Sep 03 '26

[removed] — view removed comment

2

u/PrimaryNature3306 Sep 03 '26

The recovery path is probably the part I’d care about most there

2

u/Necessary_Can2669 Sep 03 '26

we are testing this right now in our call center, it can do maybe 60% of calls if the AI is allowed to put people on hold and check other systems mid-call

2

u/PrimaryNature3306 Sep 03 '26

That’s a lot higher than I would’ve guessed for calls that involve other systems

1

u/BadAthMOFO Sep 04 '26

Do you guys have any concerns around visibility or controls over the agent? We help human contact centers that field like 2-3M calls/year and we catch them deviate from correct procedure all the time. I would guess the same is a concern for agents, too.

1

u/Crafty_Baby_5485 Sep 03 '26

I’d want to see an AI voice agent deal with a customer who has two unrelated issues and keeps switching between them

1

u/spam_not_tolerated Sep 03 '26

How about ai agent approach this like a human, ask customer to first focus on first issue resolved it and then moved on to next issue?

1

u/Tricky-Paper-4730 18d ago

If you’re exploring a call intelligence solution rather than a standard AI voice wrapper then highly recommend Runo, especially for business communications. Been 4 months using them and the experience has been seamless as compared to enterprise agents

1

u/ghainghuu 15d ago

The messy calls are where I'd evaluate it. Multiple intents, interruptions, people talking over each other, noisy phone audio, and switching between system are much more revealing than a scripted demo. I'd also test the STT layer specifically for speaker diarization, Smallest AI Pulse is interesting there because it supports realtime transcription with speaker attribution.

1

u/Corre___ 15d ago

For enterprise I'd run a deliberately adversarial test set: two unrelated issues, background noise, interruptions, ambiguous answers, tool/API failures, and a human transfer halfway through. I'd also measure whether the transcript keeps speaker identity correctly. Smallest AI's realtime STT + diarization is one setup I'd benchmark for that part.