Voice AI From POC to Production - The Key Lessons - Chris Bailey, Maersk
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Voice AI From POC to Production - The Key Lessons - Chris Bailey, Maersk
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Chris Bailey, Lead Infrastructure Engineer (Voice and Contact Centre) at Maersk, discusses the practical realities of deploying voice AI across a global enterprise, from early proof of concepts to live production in 50 countries.
• Why the business drove Voice AI adoption, approaching IT rather than the other way around
• Inbound vs outbound use cases and why outbound finance collections proved the bigger success
• Vendor selection beyond the incumbent: balancing AI voice quality and telephony integration
• The integration challenge with PSTN transfers, SIP trunking, and API media streaming as the gold standard
• Hidden costs including PSTN, resourcing effort, and the ongoing refinement voice AI demands
• The "new hire" analogy for onboarding and monitoring your AI agent
• Who should own voice AI in your organisation and bridging the skills gap between telephony and prompt engineering
• Why business collaboration and clear ownership of responsibilities matter from day one
Thanks to Ribbon, this episode's sponsor, for their continued support of Empowering.Cloud