Editorial
Long-form analysis, interviews, and opinion on the AI voice telephony industry.
Why voice agents won't kill the call center — but will gut its middle
The headline number everyone quotes — "AI will replace 95% of call center jobs" — is wrong for a specific reason worth understanding. The jobs that are easy to automate are the ones at the bottom of the pyramid: scripted, routine, low-context. But the middle is where the real money is, and the middle is where AI runs into trouble.
The three stacks: how voice AI is splitting into incompatible architectures
Eighteen months ago you could draw the voice AI stack as one diagram. Today it splits into at least three, and the differences matter for anyone building, buying, or investing in this space.