Blog

AI agents, RAG, and integrations — notes from production.

Voice AI Fallback to IVR and Human: Designing the Degradation Path

Good voice AI fallback design is a ladder - native speech to cascaded, to a narrow IVR, to a human with context - where every rung has an exit to a person.

Voice AI and PCI DSS: Handling Card Numbers Spoken on a Call

A spoken card number pulls a voice AI stack into PCI DSS scope. The safest designs keep the PAN out of the model, the transcript, and the logs entirely.

Multilingual Voice AI for a Cross-Border Financial Service

Multilingual voice AI for a cross-border financial service turns on language detection, code-switching, vetted disclosure scripts, and per-language handoff.

Voice AI for Appointment Scheduling in Financial Advisory

Voice AI appointment scheduling for financial advisory works because booking is a clean, groundable task - as long as the agent never crosses into advice.

Voice AI at Enterprise Call-Center Scale: Concurrency and Failover

Running voice AI at enterprise call-center scale is a concurrency and failover problem - live sockets per call, vendor session caps, no silent dropped calls.

Voice AI for a Small Business Lender: Starting With One Call Type

A small business lender gets the most from voice AI by automating one high-volume call type first, keeping the credit decision with a human from day one.

Voice AI for Utilities: Billing, Outages, and Meter Reads

Most utility calls are grounded lookups - balance, outage status, meter reads - but a vulnerable-customer register sits next to them and changes the design.

Voice AI Call-Recording Compliance in the EU vs the US

Voice AI records every call by default, so consent must be designed in from the start. US all-party-consent states and EU/GDPR principles differ.

Voice AI for Mortgage Servicing Calls

Mortgage servicing calls split into routine status checks voice AI handles well, and hardship or forbearance requests that need to route to a human immediately.

Voice AI for Card Servicing: Lost Cards, Disputes, and Replacements

Card servicing calls are urgent and high-anxiety. Freezing a card is a strong automation candidate; resolving a dispute is not - gather, don't adjudicate.