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Building voice agents that actually work
Hands-on guides from the team that builds AI phone agents: real prompts, real call flows, transfer logic, and the UK compliance most guides skip.
Never Send £42.50 to a Voice Model
The voice is fine, the reading is wrong. Why TTS mangles prices, dates and place names, which pronunciation controls work, and the rule that fixes most of it.
Your CRM Has a Note That Says Nothing
What a voice platform emits after a call, why the summary arrives empty, why the contact match fails on UK numbers, and the duty to keep the record accurate.
The Agency Selling You an AI Receptionist Did Not Build It
White-label AI receptionists are sold by agencies that built nothing. What you own, whether you can port the number out, and the questions to put in writing.
It Heard Siobhan as Sharon
Names fail several times more often than the headline accuracy figure admits. Why entity error is the metric that matters, and the postcode rule that fixes it.
You Might Not Need an AI Receptionist
Missed-call text-back now costs about the same as AI phone answering in the UK. What decides it is what your text says, and PECR is stricter than vendors admit.
It Said Booked. The Calendar Says Nothing.
The agent said booked and nothing was created. Why the confirmation runs ahead of the write, why a second availability check will not stop double-booking, and what arrives blank.
Monday the 20th Was a Wednesday
Relative dates break appointment booking for three different reasons, and they all look identical on the call. The reference instant, the four default timezones in one stack, and why the model should never emit a date.
The Line an AI Receptionist Must Not Cross in a Clinic
Care navigation versus clinical triage, what NHS 111 and 999 each mean on a dental call, and the Article 9 duty every ranking page on this topic misses.
Your Voice Agent Passes Every Turn and Still Fails the Call
Per-turn grading misses the failures that lose customers. Cross-turn contradictions, false closures, commitment drift, and the checks that catch them.