Research hub
Voice and chat AI agents
Voice and chat AI agents resolve customer requests autonomously and hand off to humans when needed. Evaluate them on resolution rather than deflection, voice latency, safe handoff, and whether the same QA and analytics that measure human agents also measure the AI agent.
Research on customer-facing voice and chat AI agents: containment, latency, handoff, QA for AI agents, and AI agents across the full customer journey.
3 articles in this hub
- Best voice AI agent software for customer support in 2026
For a contact center on an existing CCaaS that wants its voice AI agent scored like its human agents, Level AI is a strong starting point; PolyAI, Sierra, Decagon, Parloa, NiCE Cognigy, Five9 and Observe.AI fit other profiles.
- How to evaluate voice and chat virtual agents: containment, latency and handoff
Evaluate a virtual agent on verified resolution rather than raw containment, on end-to-end response latency measured on real calls, on handoffs that carry context, and on ongoing QA that scores AI and human conversations the same way.
- What 'AI agents across the entire customer journey' should mean in a contact center
Full-journey AI should resolve routine contacts, hand off with context, assist live agents, finish follow-up work, and score every human and AI conversation on one standard; Level AI, Cresta and Observe.AI cover most stages on an existing CCaaS.