"We have 5 in-house contact center people and 20 offshore. We want to keep the 5", a client told me a month ago. I asked them what was wrong with the offshore team - and I was expecting the usual language barriers, accents, and time zone issues - but no.

What they actually gave me was a laundry list of service quality problems decreasing customer satisfaction:

• Tickets that get closed without actually resolving the issue

• Wrong macros being sent because the agents were working too fast and not taking the time to read properly

• Responses that didn't even match the query

• An overall tone with customers that was just plain wrong - especially when those customers were frustrated

This isn't a talent or training issue, by the way - it's a system problem. When BPO is run on a pay-per-resolution model, with handle time being the key metric, what do you get? Agents who skim, that's what.

When you own the contact center - you own the customer data, all customer conversations, and keep your best customer service reps happy.

It's not rare that stakeholders are confused about the Voice AI architecture... like what does it even mean that "you built a foundation in chat and then add the voice agents layer"?

Well, I tried to visualise it in the easiest way possible. This post is the visual explainer I wish existed when I started.

Follow me tu understand exactly how audio becomes text, how thought becomes speech, where the LLM sits blind in the middle, and why one line in your system prompt changes everything.

Whether you're building or buying, this is how voice AI actually works under the hood.