[jcims]

Think 1-800-CONTACTS not Siri. Call centers are super expensive and the user experience is usually pretty bad. There's a huge incentive to move to voice agents, but one of the challenges is building a framework to adequately test it. That seems to be what this is focused on.

[yuppiepuppie]

If I understand correctly, it’s the push back on the call center in general when using AI agents. Why go through the trouble at that point versus another manner of fixing my issue.

For example, when I need to activate a new SIM card, I need to call the company to get it activated. But if I’m talking to an AI agent at that point, why not have me go through another channel (website/app?) to activate it?