Why Phone Trees Break and AI Voice Agents Can Fix Them
Phone trees were never designed to help you — they were designed to keep you out of the human queue, because one support call can cost twenty dollars. Every branch, every layer of authentication, every "did you try the app" prompt is a toll booth. Now AI voice agents are arriving in two flavors: ones that replace the menu and ones that replace the human. Only one of them works. We dig into a production telecom voice pipeline built from four specialized models, why latency under one second is the threshold for feeling conversational, what interruption-recovery benchmarks reveal about model…
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