| 5. AI Voice Agents for Customer Service |
| Voice remains one of the hardest channels to automate well, and a specialist category of vendors — PolyAI, Cognigy Voice Gateway, and others — has built AI agents purpose-built for phone conversations: low-latency speech recognition, natural turn-taking, and integration with existing phone systems and IVRs. These tools are usually priced per minute of handled call time rather than per resolution, which makes costs scale directly with call volume and duration. The category is attractive to industries with heavy phone-support traffic — hospitality, retail, and utilities — where customers still default to calling rather than chatting. |
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