Articles · 20 articles
Voice AI technology: speech recognition, voices and limits
What is inside an AI operator, in plain words: speech recognition, text-to-speech and large language models. Reply speed, what happens when the caller interrupts, how the operator avoids making things up and what it cannot do.
- 5 min read
How does speech recognition work? How a caller’s voice becomes text
Speech recognition (ASR) turns a caller’s voice into text. How it works on a call, why phone lines make it harder, and how to test the quality yourself.
Read - 4 min read
Text-to-speech (TTS): what a natural voice for phone calls sounds like
Text-to-speech (TTS) turns text into a voice. What makes a voice natural on the phone, how prices, numbers and names should sound, and what to listen for.
Read - 4 min read
How a large language model (LLM) works on a phone call, and how to keep it in check
An LLM is a voice operator’s “brain”: it works out what the caller asked and writes the answer. How it works on a call, what can go wrong, how to limit it.
Read - 4 min read
Voice bot reply speed (latency): where the pause comes from and how to measure it
Latency is the pause between the caller’s last word and the operator’s first. Where it comes from, how to measure it, and what matters more than milliseconds.
Read - 4 min read
What happens when a caller interrupts a voice bot: how barge-in should work
Barge-in means the voice operator stops and listens when the caller speaks. Why callers interrupt, what a good operator does, and five tests to check it.
Read - 4 min read
How an AI operator avoids making things up: guarding against wrong prices and extra promises
An AI hallucination is a confident wrong answer; on the phone it becomes a promise. Six rules against it: written facts only, an “I don’t know” rule and more.
Read - 4 min read
A knowledge base for an AI operator: what to put in it and how to keep it up to date
A voice operator answers only from the facts you give it. What to put in its knowledge base, how to write it, and who updates it and when, with a sample table.
Read - 4 min read
How to test a voice bot before launch: 7 steps and a test sheet
Test your voice operator in 7 steps before customers hear it: real questions, different phones, edge cases, a CRM check and a staged launch, with a test sheet.
Read - 4 min read
Should an AI operator tell callers it’s an AI? Three options and ready phrases
A voice operator should never pretend to be human. Saying it upfront or when asked: the difference, ready phrases, and what to do when a caller wants a person.
Read - 4 min read
A male or female voice for your voice operator: how to choose
How to choose a male or female voice for a voice operator: your customers, industry, call type and name. Don’t guess: try both voices and compare the results.
Read - 4 min read
Background noise on phone calls: what to do when you can’t hear the caller
A caller at a bazaar, in a car or on speakerphone: ask again, read the number back, offer a callback. How to test an AI operator on a noisy line.
Read - 4 min read
How to take down numbers, dates and phone numbers correctly on a call
Numbers are given in groups, prices without “thousand”, dates as “the day after tomorrow”. How to ask, read back and test a voice bot on numbers: the rules.
Read - 4 min read
How to read a caller’s mood on the phone and what to say when they’re angry, rushed or unsure
How to hear that a caller is angry, rushed or unsure, and what to say to each: a table, a sample call and the rules to give an AI phone operator.
Read - 4 min read
What an AI phone operator can’t do, and which calls to keep with people
An AI operator doesn’t make up what it doesn’t know, doesn’t diagnose and Sado speaks only Uzbek and Russian. Which calls to keep with people: a clear list.
Read - 4 min read
How to write instructions for an AI phone operator, from the greeting to transfer rules
Instructions for an AI operator: who it is, the greeting, facts, questions, transfer rules and what not to say. The blocks in order, plus bad and good lines.
Read - 4 min read
How to improve an AI phone operator over time: a 30-minute weekly review
After launch, 30 minutes a week: listen to recordings, find unanswered questions, fill in the facts and track two numbers to improve your AI phone operator.
Read - 4 min read
Voice bot vs chatbot: how each works, how they differ and which one your business needs
A chatbot works with text; a voice bot recognises speech, builds an answer and speaks it, in about a second. A table of the differences and which one you need.
Read - 4 min read
What speech analytics is and what a business can learn from the text of its calls
Speech analytics turns calls into text and shows the top questions, reasons for lost sales and whether the script is followed. How to start in five steps.
Read - 4 min read
AI call summaries: what a good summary contains and how to use it
A good call summary is 3–5 lines: who, what they need, key details, the outcome and a next step with a deadline. An example, checks and how Sado does it.
Read - 4 min read
Where voice AI in Uzbekistan is heading, and what businesses should prepare for now
What Uzbek-language voice AI already does on calls, which directions are visible and what a business should prepare now: facts, number, rules and a first test.
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