From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom

As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical.  In this episode, we speak with Satish Barot, 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. Shownotes: Check out Klearcom: https://klearcom.com Subscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeW Subscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Get in touch with Kane on LinkedIn: https://www.linkedin.com/in/kanesimms Hosted on Acast. See acast.com/privacy for more information.