Podcast: From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom
Kane Simms
🥇Triple Award-Winning AI Automation Consultancy 🟡 VUX. helps businesses leverage AI… Properly.
As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical.
Presented by NLX
NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent.
When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.
In this episode, we speak with Satish Barot, Co-Founder and CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in AI voice systems.
We explore how organisations gradually transition from traditional DTMF-based IVR systems to more sophisticated conversational AI and generative AI solutions. Satish shares insights on why this shift is happening incrementally, with many companies adopting hybrid approaches that run traditional and AI-powered systems side by side while they evaluate performance.
Discover how Klearcom is pushing the boundaries of voice QA with global in-country testing, real-world noise simulation, and accuracy scoring, offering a unique lens into what production-ready means in the age of AI.
We also discuss privacy considerations and why organisations should start small and scale smart when implementing these technologies. Satish emphasises that businesses should focus on great customer experience rather than chasing fancy technology for its own sake.
Listen on online, on Apple Podcasts, Spotify or YouTube.
About Kane Simms
Kane Simms is the front door to the world of AI-powered customer experience, helping business leaders and teams understand why AI technologies are revolutionising the way businesses operate.
He's a Harvard Business Review-published thought-leader, a LinkedIn 'Top Voice' for both Artificial Intelligence and Customer Experience, who helps executives formulate the future of customer experience ad business automation strategies.
His consultancy, VUX World, helps businesses formulate business improvement strategies, through designing, building and implementing revolutionary products and services built on AI technologies.
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