Every support team that asks us about a voice agent has already heard a demo. The demo is always good. A pleasant voice answers a clean question in a quiet room, and somebody in the room says the word deflection. Then the thing goes live on a real number, and within a week somebody pulls the recordings and finds that a third of callers are pressing zero or simply hanging up. I have looked at enough of those recordings to be fairly confident about where the damage happens, and it is almost n...