The Thinking Voice
Architecting Agentic Voice AI for IVR and Contact Centers — the practical guide for building voice AI that thinks, acts, and earns trust.
Venkata Harikishan Koppuravuri
Architecting Agentic Voice AI for IVR and Contact Centers
A forward-looking exploration of how conversational AI is transforming customer service — how modern, agentic voice AI replaces rigid menu-based interactions with intelligent, human-like conversations that understand intent, maintain context, reason dynamically, and act in real time.
Designed for executives, CX leaders, enterprise architects, and technology innovators, it serves as both a strategic guide and a practical roadmap — going beyond theory to governance, scalability, observability, and human oversight in real deployments.
What readers get
Beyond the IVR
The evolution from menu trees to agentic conversations — intent understanding, context across turns, real-time action.
Production Patterns
Architecture blueprints for orchestration, latency management, and reliability at enterprise scale.
Governance & Trust
Security, privacy, explainability, and operational controls for responsible deployment in regulated industries.
About the author
Venkata Harikishan Koppuravuri (Hari Kishan) is Director of Cloud Engineering at Manulife John Hancock Retirement. He led the transformation of legacy IVR systems into AI-augmented contact centers built on Amazon Connect, integrating RAG-based SSML optimization, sentiment-aware response generation, and real-time agentic decision layers. He is a published researcher with five papers in the GenAI field and a 2026 Insights Success Magazine cover feature as an “Inspirational Icon to Watch.”
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