Insights
Better caller experiences, one insight at a time
Practical thoughts and the latest news on layering conversational AI onto the phone system you already run. Walk through the real costs, the trade-offs, and what would actually change for your callers.
The library
IVR Self-Service Options: Which Calls to Automate First
A four-question test for sorting your call types, with one call to automate first in healthcare, insurance, and field services.
Read the articleAfter-Hours Answering Service Cost: What You Pay and What You Get
Published prices for live answering services, how the math changes across locations, and how voicemail and AI answering compare.
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Built for Peak Demand
What happens to a government office in the weeks before an election, and what a self-service line does about it, in the busiest weeks and the rest of the year.
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Legacy IVR Replacement Cost: What the Quote Really Includes
What a replacement quote leaves to your team, and the seven questions to ask before you sign.
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Governing AI Readiness: Business Value With People at the Center
How to tell whether your organization is ready for AI, who should own each use case, and how to tie every AI dollar to a measured result.
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The Way Out: What’s Changing in IVR
Seven shifts reshaping phone self-service, from callers pressing out of menus to platform end-of-support dates and new laws on AI, plus four numbers to pull from your own phone system.
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The Hidden Cost of Legacy IVR
The hidden costs of an aging phone menu, how to size them for your own operation, and how to layer conversational AI onto the system you already run.
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L.L.Bean Modernizes the Caller Experience
How L.L.Bean automates absentee reporting and absorbs seasonal call spikes on the phone infrastructure it already runs.
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