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contact center
6 posts tagged contact center from Building Agentic AI. Practical writing on agentic AI.
6 posts · All posts →
- Sep 29 2026
AI-to-Human Handoff in the Contact Center: What the Human Actually Receives
Leaders say their AI hands off with context. Customers say they still repeat themselves. Why both can be true, and what to check on your platform.
· Enterprise · 23 min read
- Sep 14 2026
Best Voice AI and IVA Platforms for Contact Centers
Fourteen voice AI and IVA platforms for contact centers, compared by who owns the conversation logic and who makes the changes.
· Enterprise · 32 min read
- Jul 27 2026
What an AI Agent Actually Costs Per Resolved Customer Issue
Most AI contact center business cases count too little cost and divide it by the wrong outcome. Price your agent per resolved issue, not per contact.
· Enterprise · 40 min read
- Jun 17 2026
From Deflection to Resolution: How IVA Is Rewiring the Contact Center
Legacy IVR was built to deflect callers. Intelligent virtual agents should resolve them. Why that shift re-prices who wins the contact center in 2026.
· Enterprise · 22 min read
- Jun 11 2026
Happy Agents, Better CX: The Signal Your Dashboard Skips
A viral heart-rate experiment ranked the meetings that stressed an engineer most. It points at the CX signal almost no dashboard tracks, and how to use it.
· Enterprise · 6 min read
- Jun 07 2026
Why Voice AI Agents Are Harder Than Chatbots
A working chatbot rarely survives the jump to a phone line. Latency as a hard budget, barge-in, speech recognition errors, silence, and real-time handoff.
· Enterprise · 15 min read