#conversational-ai

Articles tagged with #conversational-ai

Three weeks before the enterprise contract, the voice agent wasn't operator-ready
Look. We had 99.2% uptime in staging. We had eval coverage on 1,400 test turns. We had latency under 280ms first-token. We were not operator-ready. I know this because the enterprise pilot started on
Aug 19, 20267 min read18
Your ASR confidence score is a number you can act on. We were throwing it away.
Voice agents treat the transcript as ground truth. The speech recognizer often tells you it is not sure, and we were ignoring it. TL;DR: When I went back through a month of "the agent did the wrong th
Aug 18, 20263 min read18
The demo was flawless. The first real call had three people talking.
A scripted voice-agent demo works with one clean speaker. The first production call had crosstalk, and turn-taking fell apart. This is how I fixed it. The demo went perfectly. It always does. One pers
Aug 13, 20268 min read16
The call failed on turn nine. My eval gave me one number for the whole call.
The transcript was fourteen turns long and the score was 0.62. That is the entire output. One float, one call, and a rubric that said something like "did the agent resolve the customer's issue." It di
Aug 13, 202613 min read12
Ten days before launch, our voice agent kept cutting users off: an end-of-turn detection war story
TL;DR. Our phone voice agent kept interrupting people. We had shipped end-of-turn detection as a single silence timeout: if the caller went quiet for 700 milliseconds, the agent decided they were fini
Jul 19, 202617 min read15