From IVR to AI: The future of voice testing in contact centres with Satish Barot, Klearcom

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Jul 4, 2025

Satish Barot, a leader at Klearcom specializing in telephony testing and quality assurance, discusses the dynamic shift in contact center technology. He highlights how organizations are transitioning from traditional IVR systems to advanced generative AI, often adopting hybrid solutions. Key topics include the importance of thorough testing for AI voice systems, privacy concerns, and the need for a customer-focused approach. Satish emphasizes starting small and leveraging real-world testing to ensure accurate performance in this evolving landscape.

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INSIGHT

Voice Is Back — Test In-Production Paths

Generative AI is re-emerging voice as a major contact-center channel in 2025.
Testing production telephony paths is crucial because real-world networks introduce unpredictable issues.

ADVICE

Use A Hybrid Rollout Strategy

Run generative AI systems side-by-side with traditional IVR while evaluating performance.
Use feedback from real callers to iteratively improve the AI before full migration.

ANECDOTE

Why ClearCom Was Founded

ClearCom built tests after seeing widespread complaints about non-working numbers and long queues.
They validate in-country numbers, IVR messages, routing and agent wait times for clients.

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As generative AI redefines the contact centre, ensuring consistent performance across complex telephony networks becomes mission-critical.

In this episode, we speak with Satish Barot, CTO at Klearcom, about the evolution of contact centre technology and the critical role of quality assurance in AI voice systems.

We explore how organisations gradually transition from traditional DTMF-based IVR systems to more sophisticated conversational AI and generative AI solutions. Satish shares insights on why this shift is happening incrementally, with many companies adopting hybrid approaches that run traditional and AI-powered systems side by side while they evaluate performance.

Discover how Klearcom is pushing the boundaries of voice QA with global in-country testing, real-world noise simulation, and accuracy scoring, offering a unique lens into what production-ready means in the age of AI.

We also discuss privacy considerations and why organisations should start small and scale smart when implementing these technologies. Satish emphasises that businesses should focus on great customer experience rather than chasing fancy technology for its own sake.

This episode is brought to you by NLX.

NLX is a conversational AI platform enabling brands to build and manage chat, voice and multimodal applications. NLX’s patented Voice+ technology synchronizes voice with digital channels, making it possible to automate complex use cases typically handled by a human agent. When a customer calls, the voice AI guides them to resolve their inquiry through self-service using the brand’s digital asset, resulting in automation and CSAT scores well above industry average. Just ask United Airlines.

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