The Chanl Blog
Insights on building, connecting, and monitoring AI agents for customer experience — from the teams shipping them.
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235 articles · Page 19 of 20
The Rise of Hyper-Personalization: Custom-Tuning Agents on the Fly for Every Caller
Industry research shows that 65-70% of enterprises are implementing hyper-personalization strategies for Voice AI. Discover how real-time agent customization transforms customer experience.
Building for Accessibility: Designing Voice AI for Neurodiverse and Disabled Users
Industry research shows that 40-45% of enterprises overlook accessibility in voice AI design. Discover how to create inclusive AI systems that serve all users effectively.
Echo Chambers: Avoiding Feedback Loop Biases in Voice AI Data Collection
Industry research shows that 45-50% of enterprises struggle with feedback loop biases in voice AI. Discover how to avoid echo chambers and ensure diverse, unbiased data collection.
Fail Fast, Speak Fast: Why Iteration Speed Beats Initial Accuracy for AI Agents
The teams winning with AI agents are not the ones with the best v1. They are the ones who improve fastest after launch. Here's how to build a rapid iteration engine for conversational AI.
What HIPAA Taught Us About AI Security (And It Applies to Every Industry)
Healthcare didn't choose to build the most rigorous data security framework in existence. It was forced to. Three decades later, that framework turns out to be the best blueprint for securing AI agents in any industry.
Moving Past "Average Handle Time": New Metrics for Evaluating Conversational AI
Industry research shows that 60-65% of enterprises still rely on Average Handle Time, missing critical conversational AI metrics. Discover the next-generation metrics that drive real business value.
Performance Benchmarks for AI Agents: What Actually Matters Beyond Word Error Rate
Most enterprises obsess over Word Error Rate while missing the metrics that actually predict success. Here's what to measure instead.
What Voice AI Can (and Can't) Learn from Your Best Human Agents
Top human agents do specific things that make them exceptional. Some of those things can be taught to AI. Others can't, at least not yet. Here's an honest breakdown of what transfers and what doesn't.
Can AI learn to apologize? The uncomfortable truth about synthetic empathy
Industry research shows that 55-60% of enterprises are exploring synthetic empathy in AI systems. Discover the ethical implications and practical applications of AI emotional intelligence.
Testing Bias: How to Measure and Reduce Socio-linguistic Disparities in AI
A practical guide to detecting and measuring bias in AI voice and chat agents. Covers specific metrics, testing approaches, scorecard design, and what teams actually do when they find disparities.
Mining the Conversation Long Tail: How Production Data Reveals What Humans Miss
Most teams analyze their top 20 conversation types and ignore the rest. The long tail of rare customer requests holds the patterns that drive real agent improvement. Here is how to mine it.
Voice AI Is the New Front Door. Your Journey Map Isn't Ready
Most journey maps still assume customers move through linear stages. Voice AI breaks that assumption. Here's what changes when a conversation replaces the funnel.
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Weekly. Patterns for shipping agents that work — MCP, scorecards, regression tests, prompts, model comparisons.
