Replace your IVR with a voice AI agent only when measurable throughput, handle-time, or lead-conversion gains exceed integration and run costs; otherwise keep IVR and automate the handoff. This post gives the ROI math, the data to collect, vendor tradeoffs (Twilio+Google CCAI, Amazon Connect, Genesys), deployment costs, latency traps, and a checklist that tripled booked leads in 90 days.
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