This hits home. Everyone obsesses over voice quality and latency, but the real killer is what happens when a customer calls with three problems, switches topics twice, and the system can’t hold the thread together.<div>
</div><div>I’ve seen pilots with amazing demo metrics fall apart at scale not because the AI got worse, but because edge cases became the norm and nobody designed the escalation path properly.</div><div>
</div><div>The backend integration point is huge too. If the AI can’t actually update an account or trigger a workflow, it’s just a fancy FAQ. Customers don’t want information they want resolution.</div><div>
</div><div>The quiet truth is that most failures aren’t dramatic. They’re slow, compounding gaps in workflow design that only show up under real volume. Vendor demos never show that part.</div>