AssemblyAI has published a guide for contact centers selecting voice agent APIs, emphasizing the critical role of speech-to-text accuracy. The company argues that most voice agent failures stem from misheard inputs rather than reasoning errors. Key evaluation criteria for contact-center-grade APIs include accuracy on telephony audio, low end-to-end latency, effective turn detection, high concurrency, unified billing, and Business Associate Addendum availability for regulated industries. AI
IMPACT Provides guidance for businesses selecting voice agent technology, emphasizing accuracy over reasoning.
RANK_REASON Blog post providing guidance on selecting a product category, not a new product release or significant industry event.
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