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.


This episode is brought to you by NLX.


NLX is a conversational AI platform enabling brands to build
and manage chat, voice and multimodal applications. NLX’s
patented Voice+ technology synchronizes voice with digital
channels, making it possible to automate complex use cases
typically handled by a human agent. When a customer calls, the
voice AI guides them to resolve their inquiry through
self-service using the brand’s digital asset, resulting in
automation and CSAT scores well above industry average. Just
ask United Airlines.


Shownotes:


Check out Klearcom: https://klearcom.com


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https://www.linkedin.com/in/kanesimms


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