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Voice agents in customer service.
Sæmundur Ragnarsson on how voice agents differ from dialogue-tree bots, why the main breakthrough has already happened and the work now is maturing the technology, and how company data and integration with existing systems make an agent trustworthy.
Voice agents are among the fastest-growing technologies right now, and their impact has been larger than most expected. This talk looks at where they are today and where they are heading, through one of their strongest use cases: phone support. The aim is to leave you with a clear picture of what voice agents can do now, and with the approaches that decide whether your own agent succeeds. The worked example is a project Heyra did with TEKNIQ, an employers' organisation for the installation trades, where we built an after-hours voice agent on ElevenLabs, the AI voice company whose platform hosts it.
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