Field notes from the line.
Playbooks, product news and plain-English explainers from the people who run calls for a living. Written to be used on Monday morning.
From the team and the field.
IndustriesAI voice agents for real estate: answer enquiries before the next agency
The agency that calls back first usually wins the viewing. See how an agent answers, qualifies buyers, books viewings and hands hot leads to brokers.
IndustriesAI voice agents for logistics: a new delivery slot, not a callback
Delivery calls should end with a confirmed new slot, not a promise to call back. Here is how the call flows, and which calls still need a person.
Use casesWhat is an AI receptionist? How it works, what it handles and what it costs
What an AI receptionist does on a real call, how it differs from voicemail and phone menus, and what to check before you choose one.
Buying guidesAI voice agent vs IVR: why 'press 1' is on its way out
An honest comparison of phone menus and conversational agents, where menus still make sense, and how to move one call type at a time.
TechnologyThe first ten seconds of a call decide everything
What callers listen for before they decide to trust an agent, and how we tune the opening for each market.
RegionsArabic voice AI that understands the Gulf: dialects, code-switching, names
Gulf callers speak in dialect and switch to English mid-sentence. Here is what an agent needs to understand them, greet them properly and pass testing.
IndustriesA service desk that remembers: ticket recall by number
How a public-sector desk lets citizens say a ticket number and hear exactly where their request stands.
TechnologyHow AI voice agents work: from the first ring to the follow-up
The phone line, listening, deciding, acting in your systems, speaking and the follow-up, explained in plain words with the two main designs compared.
PlaybooksLaunching an off-plan project by phone: a campaign playbook
Registration lists, calling windows, brochure timing and retries, laid out day by day for a launch week.
PlaybooksHow to write an AI voice agent script that sounds human
Write the agent's instructions, not a fixed script: a persona, a greeting, a way to confirm names and numbers, and rules kept apart from the tone.
IndustriesAI receptionist for clinics: bookings, reminders and fewer no-shows
Clinic front desks drown at 9am. See which calls an AI receptionist can book, confirm and answer, and which must always go to a person.
RegionsManglish, Bahasa and the case for agents that sound local
Why mixed-language speech is a feature to design for, and what it takes to get it right on a real line.
Guides you can run from this week.
Longer, practical guides for the teams putting voice agents into production. Free to read, built from real deployments.
The seven-day go-live plan for a new AI phone agent
Number, knowledge, rules, test calls and launch, one day at a time.
Read the guideWriting rules your AI agent can keep on a live call
Permissions, limits and handoffs written so they hold up on a real call.
Read the guide
Designing a journey across four channels
Voice, WhatsApp, SMS and email in one sequence that never repeats itself.
Read the guide
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The big tech, AI and startup events coming up near you. Book time with our team at any of them.
Voice AI, in plain words.
The twelve terms that come up in every evaluation, explained without the jargon.
- Barge-in
- When a caller speaks over the agent. A good agent stops, listens and carries on from where the conversation now is.
- Continuity
- Keeping the same customer's matter, memory, files and promises intact as they move between calls and messages.
- Diarisation
- Working out who said what in a recording, so transcripts attribute every line to the right speaker.
- Endpointing
- Deciding when a caller has finished speaking. Too early and it interrupts; too late and the line goes quiet.
- Guardrails
- Rules enforced outside the model that limit what an agent may do, say and access.
- Intent
- What the caller is trying to get done, such as moving an appointment or checking a ticket.
- Journey
- A planned sequence across channels, such as call, message, wait and retry, run for each customer.
- Latency
- The pause between the caller finishing and the agent replying. Under a second feels like conversation.
- Matter
- One ongoing piece of business with a customer. A customer can have several, and each stays separate.
- Streaming transcription
- Turning speech into text as it is spoken, so the agent can act before the caller has finished.
- Warm handoff
- Passing a call to a person with the whole story attached, so the customer never repeats themselves.
- Word error rate
- The share of words a transcription gets wrong. The standard measure of how well speech is understood.
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