Blog
Working notes from projects that are actually running
Specific problems and what fixed them, written for engineers. No launch announcements and no trend pieces.
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The first posts are being written. Until they land, the reference architecture is the longest technical piece on this site, and it covers most of what the early posts will expand on.
In the queue
What is being written
- 01
Why your IVR's confidence threshold is wrong
The default sits in the wrong place for almost every caller population, and the symptom looks like a speech recognition problem rather than a configuration one.
- 02
Amazon Connect or Twilio: a decision, not a debate
The one question that decides it, and the three secondary factors that only matter after you have answered the first.
- 03
Prompts in a language your platform has no voice for
What changes when synthetic speech is not an option: structuring a recorded prompt catalogue, and assembling dates and amounts from fragments in the right order.
- 04
Latency budgets for voice AI
Where 800 milliseconds actually goes, and which of the stages can be overlapped rather than optimised.
- 05
Idempotency for phone calls
Callers hang up mid-transaction, networks retry, and the same request arrives twice. What that means for fulfilment handlers.
- 06
Integration reconciliation as a first-class feature
Every integration eventually disagrees with the system on the other side. Designing the exception queue before the happy path.
Want one of these sooner, or have a question worth a post? Ask — it moves up the queue.
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