The part I agree with most is “the missing layer is not AI, it’s decision logic.” A voice agent can understand and respond beautifully, but production support involves deciding when to continue, when to verify something, when to take an action, and when to hand the customer to a human.The only thing I’d challenge is the idea that these problems are unique to voice AI. They apply to AI customer support more broadly. Voice simply makes the weaknesses more obvious because conversations are longer and harder to recover from.