We sit down with Henry Vaage Iversen, Co-Founder and CCO at boost.ai, to explore why voice AI is finally reaching mainstream deployment across banks, insurers, telcos and other regulated industries.
We dig into what’s changed in the technology, why phone volumes continue to rise and how large language models are reshaping what’s possible on the voice channel. Henry shares practical lessons from deploying conversational AI at scale, including how some customers are now achieving 60-75% voice automation. We also discuss why the gap between chat and voice experiences still catches companies off guard, and what it really takes to get voice AI right in terms of testing, latency, and conversation design.
We explore why layering AI onto legacy channels only gets you so far, and why the real opportunity lies in rethinking customer journeys from scratch.
The conversation wraps with a story about what happens when AI agents start calling other AI agents, something our team recently experienced firsthand.
Chapters
00:00:00 – Trailer and intro
00:03:01 – Navigating AI hallucination risks in regulated sectors
00:10:17 – Why AI must transform customer experience, not just improve it
00:15:19 – Overcoming legacy systems to drive voice AI adoption
00:25:31 – Crafting and validating effective voice AI conversations
00:37:30 – Reaching 75% voice automation with evolving AI skillsets
00:46:15 – The future: AI agents interacting and driving volume
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Show notes
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