For years, voice has been the channel most enterprises have quietly dreaded. The reason stems from it being harder to automate than chat. It’s also harder to scale across markets, and far less forgiving if the experience is clumsy. Yet according to Pranay Jain, CEO and Co-founder of Enterprise Bot, that reluctance is exactly why so many businesses are still losing customers to frustrating IVR menus while their competitors move ahead with something smarter. 

In a recent episode of Tech Transformed, Jain sat down with Trisha Pillay to explore the changing role of voice AI in customer service. Together they unpacked the technological advances making it possible, right to the practical strategies businesses need to use it effectively.

Jain, who built Enterprise Bot alongside his wife and co-founder after a detour through real estate, explained where agentic voice AI is heading and why treating it as a bolt-on to existing digital channels is a mistake. He pointed out that voice was never really solved; businesses simply learned to live with its limitations. As conversational AI becomes better at understanding intent, maintaining context and taking action rather than reciting scripted responses, the calculus for enterprise AI deployment is now changing.