Featured in unite.ai
In this article, Claudio Rodrigues, Chief Product Officer at Omilia, examines the accountability gap at the heart of enterprise Voice AI deployment. As agentic AI moves toward resolving 80% of contact center interactions autonomously, most enterprises still cannot explain why their system said what it said on any given call and that gap carries direct compliance and operational consequences.
The answer lies in architecture: full audit trails, model ownership, data sovereignty, and domain competence built from billions of real industry-specific interactions. The difference between 25% and 55% containment from day one isn’t accuracy, it’s explainability.
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