Voice Agent Archives

June 3, 2026

12,000 Calls. Five Hours. One Voice Agent.

A retail electricity provider lost power across its service area. Calls flooded in. Krista routed 12,000 inbound customer calls through an AI voice agent in a five-hour window. The contact center industry scales one way: hire more people, forecast volume, staff weeks in advance, hope the forecast holds. Grid failures do not respect forecasts. The …

by Scott King

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