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India
Joined May 2016
4 of 12 genuine losses this quarter went to a named competitor.
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1 loss was never qualified to begin with
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Half of this quarter’s losses never involved a rival vendor’s product; they stalled
Build vs buy for voice AI, in five numbers.
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1 layer we deliberately don’t build ourselves either: speech-to-text and text-to-speech. Bought, not built, on purpose.
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Score a build decision on total cost of ownership measured over years. A first-year estimate hides most of what it actually costs.
Here's a sneak peak of a renewals call. This is what we mean when we say voice AI should handle the whole renewal, not just send a reminder that one is due. Watch the first minute below, then check out the full call from the link in the replies.
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Two numbers can both be correct and still tell very different stories. 48% saved among customers who engaged. 2.3% saved across the full base. The number matters. The denominator matters just as much.
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A bot saying it completed an action and a bot actually completing it are two very different things. Here’s what to look for when someone calls their voice bot an “AI agent.”
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A simple example from a live renewal flow: the customer asks to change their ID details; the bot triggers the function, and the confirmation happens during the call.
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That gap between sounding like an agent and actually taking actions is where a lot of the confusion around voice AI comes from.
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