The key challenge for voice AI is mastering conversational flow—knowing when to speak and when to stay silent—rather than simply improving latency or voice realism. Understanding social cues is the next frontier.
For high-stakes tasks like negotiation, avoid hallucinations by using deterministic external algorithms for sensitive limits (e.g., max price). The AI agent requests "permission" from this separate system instead of reasoning with the raw, sensitive data itself.
Waiting for perfectly clean data stalls AI adoption. Instead, deploy AI agents to execute tasks. Their diligence and consistency in handling information will progressively clean underlying systems of record as a byproduct of their work.
Deploying AI agents in isolated business functions is a missed opportunity. True enterprise value is unlocked when agents share context (e.g., between sales and maintenance), enabling optimization across the entire organization, not just within a silo.
Enterprises can't jump straight to automating high-value strategic work. They must first automate high-volume, low-complexity tasks. This process captures the essential cross-functional context needed to climb the "pyramid of complexity" and tackle more valuable decisions.
The challenges in operationally complex industries like supply chain are not unique. They represent a horizontal "enterprise coordination problem"—managing workflows between customers, partners, and internal teams—found in telcos, utilities, and insurance, creating a path for market expansion.
To maximize their value, forward deployed engineers (FDEs) should not be a separate services team. Integrating them directly into the product organization ensures faster, higher-fidelity customer feedback and context capture, which directly shapes the core product.
Even after disclosing that an agent is an AI, prioritizing a human-like conversational experience is critical. Users quickly forget they're talking to a machine if the interaction is natural, which reduces friction and makes the automation more effective and accepted.