The Reality of Voice AI in the Contact Centre: From Pilot to Production

Voice AI demos can look impressive, but what happens when the technology is live in a busy contact center six months later?In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes, about the practical reality of moving Voice AI from proof of concept into production.The conversation explores why so many Voice AI projects stall after promising pilots, what enterprises often underestimate about voice infrastructure, and why connectivity, latency, noise handling, scalability, redundancy, and human-agent handoff matter just as much as the AI model itself.Avner also discusses how platforms such as AudioCodes Live Hub and AI Agents can help enterprises build a more resilient production environment for Voice AI use cases, including voice bots, agent assistance, and real-time translation.Watch the full interview to learn what CX and contact center leaders should ask before putting Voice AI into production.For more Customer Experience tech news visit https://www.cxtoday.com