Jacob Chacko

A Practitioner's Guide to Voice Agents in 2026

The article argues that voice agents represent the next frontier in AI customer service because they capture essential emotional signals, such as tone and hesitation, that text-bas…

Rip Out, Carve Out, or Build New

Current enterprise systems record business outcomes but fail to capture the underlying reasoning and precedents, leaving AI agents without the "institutional memory" required to ma…