In this session, boost.ai and Justin Robbins from Metric Sherpa explore why Voice AI deployments often struggle in real-world environments, and what organizations can do differently. The discussion covers where voice systems typically break down before the technology itself, why deployments stall or fail to gain adoption, and how operational decisions around routing, ownership, and feedback loops directly impact performance and customer experience.
The conversation also examines the tradeoffs organizations make when optimizing too heavily for containment and efficiency, the operational disciplines leaders often overlook, and how technology can better support frontline teams instead of simply accelerating workflows. Finally, attendees gain practical advice on how CX and product leaders can assess whether their Voice AI strategy is truly built to scale under real-world pressure.
Key discussion points:
- How prioritizing quick wins creates friction for both customers and frontline staff.
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Moving beyond automation to redefine roles and establish governance that connects CX, product and operations.
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How to build a scalable system where automation and human agents work together through continuous feedback and operational discipline.