Buyer's guide · Strategy28 pp
The Buyer's Guide to Voice AI
A vendor-neutral scorecard for evaluating voice agents, latency budgets, autonomy, runtime modes, total cost to serve, and the questions to ask before you sign.
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Resources · Guides & benchmarks
Guides, playbooks & reproducible benchmarks.
Everything our field and platform teams use to ship production voice AI, buyer's frameworks, integration deep-dives, evaluation playbooks and security checklists, alongside benchmarks you can reproduce. Practical, vendor-honest, and kept current.
What's inside
Frameworks, checklists and benchmarks.
Drawn from how we scope, build and run auto-AGENTS™ in production, and kept current as the platform evolves.
Buyer scorecardsIntegration patternsEval harnessesSecurity checklistsMigration plans
The library
Guides for building and running voice AI.
From vendor scorecards and integration deep-dives to regulated-industry playbooks and guides for connecting or replacing flows on your existing CCaaS, each is a self-contained PDF you can take straight into your next review.
All 38
Regulated industries 8
CCaaS & migration 9
Use cases 8
Engineering 4
Strategy 3
Quality 2
Security 4
Concept · Strategy16 pp
RSI Explained: Recursive Self-Improvement
How a closed reinforcement loop, resolve, measure, learn, optimize, makes agents compound in quality while cost per resolution decays. With guardrails for safe autonomy.
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Integration · Engineering34 pp
The MCP Integration Guide
Wire agents into your stack over the Model Context Protocol, tool schemas, auth scoping, idempotent actions, audit trails, and patterns for 170+ connectors.
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Quality · Engineering22 pp
The Evals & Quality Playbook
Build an adversarial eval suite that grades every interaction, intent accuracy, hallucination rate, latency and policy adherence, with autoQA scoring 100%, not a 2% sample.
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Compliance · Security26 pp
The Security & Compliance Guide
SOC 2 Type I & Type II, HIPAA, ISO 27001, PCI, GDPR and EU AI Act alignment, with field-level encryption, tenant-scoped KMS, PII redaction and an immutable audit trail.
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Operations · Engineering20 pp
The Migration Playbook
Move from legacy IVR or a first-gen bot without downtime, phased cutover, shadow traffic, fallback policies and a rollback plan for every stage of the transition.
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Performance · Engineering18 pp
The Voice AI Latency Playbook
Where the milliseconds go, streaming STT/TTS, barge-in, endpointing and turn-latency budgets, and how to hold sub-second response under real load.
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Telephony · Engineering24 pp
The Telephony & SIP Integration Guide
Connect agents to the phone network, SIP trunks and carriers, DTMF capture, warm and cold transfer, and resilient call control across providers.
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Business case · Strategy20 pp
The Contact Center ROI Model
A cost-to-serve model for the contact center, containment, average handle time, deflection vs. resolution, and a payback calculation you can adapt to your own numbers.
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Design · Quality22 pp
Prompt, Policy & Guardrail Design
Design agent behavior that holds, instruction structure, refusal and escalation policies, grounding, and guardrails that survive the edge cases callers actually hit.
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Localization · Engineering16 pp
The Multilingual Voice Guide
Ship in more languages, voice and accent selection, code-switching, localized policies, and per-locale quality checks that keep every market on-brand.
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Operations · Playbook18 pp
Human-in-the-Loop & Escalation Playbook
Blend agents and people, when to escalate, warm handoff with full context, supervisor review, and the feedback that trains the next iteration.
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Healthcare · Industry30 pp
HIPAA-Compliant Voice AI for Healthcare
Build patient-facing agents that meet HIPAA, BAAs, PHI handling, minimum-necessary access, audit logging, and safe escalation to clinical staff.
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Health plans · Industry24 pp
Payer & Health Plan Automation
Automate member calls, eligibility and benefits, prior-authorization status, and claims and EOB questions, with HIPAA controls and clean handoff to licensed staff.
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Pharma · Industry26 pp
Pharma & Life Sciences Voice AI
Patient support, HCP inquiries and medical-information lines, with MLR-aware content paths, off-label handling, and routing that respects regulatory boundaries.
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Pharma · Industry18 pp
Adverse Event & Pharmacovigilance Capture
Detect and capture adverse events on any call, structured intake, mandatory-reporting triggers, and immutable records for pharmacovigilance.
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Insurance · Industry24 pp
Insurance Claims & FNOL Automation
First notice of loss, claim status and policy servicing, structured intake, fraud-signal capture, and escalation to adjusters when a human is required.
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Banking · Industry26 pp
Banking & Financial Services Voice AI
Authenticate callers, handle disputes and servicing, and stay inside SOC 2, PCI and financial-conduct requirements, with a full audit trail on every action.
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Compliance · Industry16 pp
Licensed-Agent Handoff & Regulated Escalation
Know when a licensed human is legally required, and hand off with full context, the right disclosures, and a logged decision trail.
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Retail · Industry18 pp
Retail & CPG Customer Care Playbook
Order status, returns, product questions and loyalty, high-volume, seasonal-peak care that scales without adding headcount.
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Payments · Security20 pp
PCI-DSS Secure Payment Capture over Voice
Take card payments on a call without touching card data, DTMF suppression, tokenization, pause-and-resume recording, and a compliant scope boundary.
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Compliance · Security18 pp
Call Recording, Consent & Disclosure Compliance
Navigate one- and two-party consent, recording disclosures and jurisdictional rules, with configurable prompts and a defensible consent record.
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Data · Security20 pp
PII/PHI Redaction & Data Retention
Redact sensitive data before it persists, set retention that doesn't fail open under load, and prove what was stored, where, and for how long.
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CCaaS · Integration22 pp
Connecting Your Existing CCaaS
Where auto-AGENTS™ fits alongside your contact-center platform, voice paths, data, routing and reporting, so you add autonomy without ripping anything out.
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CCaaS · Integration22 pp
Genesys Cloud Integration Guide
Connect agents to Genesys Cloud, inbound routing, transfers, CTI events and reporting, so you add autonomy without leaving your platform.
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CCaaS · Integration22 pp
Amazon Connect Integration Guide
Integrate with Amazon Connect, contact flows, Lambda hooks, Lex hand-off and media streaming, to add or replace automated steps.
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CCaaS · Integration20 pp
NICE CXone Integration Guide
Connect to NICE CXone, Studio scripts, routing and the agent desktop, for a phased move toward autonomous resolution.
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CCaaS · Integration20 pp
Five9 Integration Guide
Integrate with Five9, IVR scripts, routing and CTI, so agents handle what they can and pass the rest with full context.
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CCaaS · Integration20 pp
Twilio Flex Integration Guide
Wire agents into Twilio Flex and Voice, TaskRouter, Studio flows and the agent UI, with full programmatic control.
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CCaaS · Integration18 pp
Cisco Webex Contact Center Guide
Connect to Webex Contact Center, flows, routing and desktop integration, for a low-risk path to voice automation.
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CCaaS · Operations18 pp
Hybrid Routing: Agents Alongside Your CCaaS
Run auto-AGENTS™ in front of, or beside, existing queues, percentage rollouts, fallbacks, and a clean split between automated and staffed work.
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CCaaS · Integration16 pp
Warm Transfer, CTI & Screen Pop
Hand calls to human agents with full context, CTI events, screen pops and conversation summaries that land on the agent desktop.
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Use case · Operations22 pp
Replacing Legacy IVR Flows
Turn rigid press-1 menus into natural conversation, map existing IVR paths, preserve routing and compliance, and recover the containment you lose today.
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Use case · Operations20 pp
Migrating Amazon Connect & Genesys Architect Flows
Take flows you already built and move them to agents, a mapping method for prompts, branches, data dips and transfers.
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Use case · Operations14 pp
After-Hours & Overflow Deflection
Cover nights, weekends and spikes, resolve what you can autonomously and queue or call back the rest, without new staffing.
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Use case · Operations16 pp
Appointment Scheduling & Reminders
Book, reschedule and confirm appointments over voice, calendar and EHR/CRM integration, reminders, and no-show reduction.
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Use case · Operations16 pp
Billing & Payments Automation
Balance questions, payment plans and secure pay-by-phone, with the PCI controls from the payments guide baked in.
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Use case · Operations16 pp
Identity Verification & Password Reset
Verify callers and reset access safely, knowledge and OTP flows, step-up auth, and lockout handling that won't strand customers.
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Featured whitepaper
The state of autonomous voice, 2026.
Whitepaper · 48 pages
From Deflection to Resolution: The Economics of Autonomous Voice
A deep, data-backed read on why autonomous resolution, not deflection, is the metric that matters, how TokenTrim™ inference-compression bends the cost curve, and what a self-improving loop does to unit economics over twelve weeks in production.
auto-AGENTS™ · Whitepaper · 2026 edition
Live Benchmarks
Numbers you can reproduce.
We publish the benchmarks that drive our cost and scale claims, methodology included, so you can run them against your own workloads. Two we get asked about most: inference-token compression, and concurrency under load.
TokenTrim™ · inference-token compression
Before
98,938
After
9,465
0
fewer tokens per interaction
−90%
token spend
Concurrency & tail latency
0
concurrent sessions
0
p95 latency
0
success rate
0 sessionsp95 latency vs. concurrency~10,000
Methodology
TokenTrim™ measured on a representative billing-dispute interaction with grounding and tool calls, comparing raw context against compressed inference context (98,938 → 9,465 tokens). Concurrency run as a sustained load test ramping to ~10,000 simultaneous voice sessions on a single region, measuring p95 end-to-end latency and resolution success. The full concurrency framework, reference Azure architecture and acceptance thresholds are published, read the summary or download the paper. TokenTrim™ datasets ship with the featured whitepaper.
Put it into practice
Read the guides. Then watch one resolve a live call.
Bring a real scenario. In 30 minutes we'll build it, test it against the eval suite, and resolve it end to end, on your systems, in your languages.
