Product releases, research, and engineering notes from the team building the agent control room.
Latest
Contact Center Ops
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Average Handling Time (AHT): Formula, Industry Benchmarks & How to Lower It
Practical guide to average handling time (AHT), formula, benchmarks, and proven tactics to lower AHT in regulated call operations.
AI & Voice Technology
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What Is Contextual Analysis in AI Conversations?
Contextual analysis is the engine behind AI conversations that actually make sense. Learn how it works, where it breaks, and what it means for enterprise voice AI.
Industry Insights
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AI for Regulated Industries, Business Ready with Feather AI
AI agents are reshaping financial services, healthcare, and insurance. Learn what makes enterprise voice AI work in regulated industries, and where it fails.
Contact Center Ops
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Acoustic Echo Cancellation (AEC): Why Call Quality Depends on It
Acoustic echo cancellation is the hidden backbone of reliable AI voice calls. Learn how AEC works, where it fails, and what it means for your contact center.
AI Voice Agents
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Why AI Voice Agents Fail in Production
Why ai voice agents fail in production isn't usually the model. See the real reliability data, root causes, and how to evaluate before you deploy.
Voice AI Compliance
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Voice AI Compliance: What Businesses Should Know Before Automating Calls
Voice ai compliance covers TCPA consent, AI disclosure, and KYC voice provider rules. See what's required before you automate calls in 2026.
Low-Latency Voice AI
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Low-Latency Voice AI: Why Speed Matters More Than Voice Quality Alone
Low latency voice ai determines call quality more than realistic-sounding speech. See the data on response time, abandonment, and what actually matters.
Research
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Measuring agent quality beyond resolution rate
Resolution rate rewards agents that close tickets, not agents that solve problems. We propose a four-signal quality score and publish the eval harness behind it.
After-Hours Lead Capture
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After-Hours Lead Capture: Why Businesses Lose Revenue After 5 PM
Discover why after-hours lead capture is critical to revenue. See the data on after-hours calls and how a 24/7 AI receptionist closes the gap.
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