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customer experience
3 posts tagged customer experience from Building Agentic AI. Practical writing on agentic AI.
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- 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 be built to resolve them. Why that one shift re-prices who wins the contact center, what the 2026 funding wave is really buying, and why the moat is integration and CX design, not the model.
· 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 metric almost no dashboard tracks: how the agent feels while serving the customer, and how to use that signal without crossing into surveillance.
· 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. Why voice agents are harder: latency as a hard budget, barge-in, ASR errors, silence that means something, emotion, and real-time handoff.
· Enterprise · 14 min read