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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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.

INSIGHT

Migration Is Evolutionary, Not Instant

Migration from DTMF to NLU to generative AI is incremental and driven by capability and data readiness.
Generative AI enables open-ended, human-like conversation beyond fixed intent lists.

INSIGHT

AI Removes Agent-Time Constraints

Generative IVR removes agent-hour limits and enables 24/7 handling without fatigue.
Properly integrated Gen AI can resolve issues faster than menu-driven IVR.

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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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Check out Klearcom: https://klearcom.com

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