Ideas and lessons from building conversational AI
Practical writing on voice, chat and WhatsApp assistants — how we build them, how teams in government, healthcare and enterprise use them, and what we learn along the way.
Building voicebots that understand 10+ Indian languages
Accents, code-mixing and noisy phone lines break most speech models. Here is how we design voice assistants that work for callers across India, not just in a quiet demo room.
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WhatsApp or IVR? Choosing the right channel for citizen services
Phone lines reach everyone; WhatsApp lets people download a certificate in seconds. A practical framework for deciding which channel to lead with — and when to run both.
How AI appointment booking shortens the queue at large hospitals
When thousands of patients call every morning, the booking line becomes the bottleneck. What changes when a voice and chat assistant takes the first conversation.
Designing graceful handoffs from AI assistant to human agent
The worst moment in any bot conversation is the transfer. Five rules for passing context to a live agent so the caller never has to repeat themselves.
Measuring conversational AI ROI: the metrics that actually matter
Containment rate alone can hide a bad experience. The scorecard we use with enterprise teams to judge whether an assistant is saving money and serving people well.
Data privacy for AI assistants under India's DPDP Act
Consent, purpose limitation and data residency are now design requirements, not legal footnotes. A checklist for building assistants that respect them from day one.
Scaling IVR voicebots to millions of calls a year
Concurrency limits, telephony integration and graceful degradation: lessons from running high-volume voice workloads around the clock.
Making public services accessible on WhatsApp
Phone-only helplines leave out people who are hard of hearing. How visual menus, video and text-first flows open services to everyone.
What an agentic AI sales assistant actually does all day
It qualifies leads, books demos and answers pricing questions at 2 a.m. A look inside the workflow of an AI sales agent — and where people still need to step in.
Teaching language models to handle Hinglish and code-mixed speech
Real callers switch between Hindi and English mid-sentence. Prompting, evaluation and data techniques that keep responses natural when languages blend.
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