From the customer’s perspective, none of this matters. They don’t care whether the model reasoned correctly or whether an API timed out. They called because they wanted something done. That’s why I would measure a successful end to end task completion rather than conversational accuracy. That’s why the conclusion makes sense to me. Agentic…

Read more

I agree with all of this but I wouldn’t say the problem is something vendors ‘don’t talk about.’ Enterprise buyers have been dealing with integration and workflow issues since forever. AI voice just makes those problems more visible because people expect the AI to magically connect everything. Despite all these problems, this is actually why…

Read more

We’re all blaming the AI whilst conveniently forgetting the AI was programmed by someone. I don’t necessarily think AI is the problem here. Humans can be incredibly scripted too when they’re working from a rigid sales playbook. The bigger issue is how the agent is designed and what metrics the company gives it. If you optimize the AI…

Read more

I think AI agents will become a major shopping layer, but I’m not convinced they completely replace traditional search. Sometimes I actually want to browse, look at different brands and see what real customers are saying. An agent giving me three recommendations is convenient but it also removes some of that discovery.

Also, I’d prefer this…

Read more