Post by Joanne Lin

Two things stood out to me from the voice AI roundtable. First, the "should we?" debate is mostly over. Most leaders now see voice AI as the obvious next step, and many already have live experiments running. Real question is the 'how': • How do you keep customer data secure while AI takes on more of the conversation? • How do you protect satisfaction, so automation feels like better service rather than a downgrade? • What's the right split between AI and humans? That last one kept resurfacing. The teams getting it right aren't replacing people. They're rethinking where humans add the most value, and letting AI carry the rest. ☎️ Would love more perspectives on this. What's your take on voice AI?