In the Future of Voice AI series of interviews, I ask three questions to my guests:
- What problems do you currently see in Enterprise Voice AI?
- How does your company solve these problems?
- What solutions do you envision in the next 5 years?This episode’s guest is Sharang Sharma, Founder and Vice President at Everest Group.
Sharang Sharma is a Vice President at Everest Group, where he leads research and advisory in Business Process Services with a focus on customer experience management. He works closely with CX leaders to help them navigate digital transformation, AI adoption, sourcing, and operational strategy. Sharang brings deep insight into how technologies like voice AI, accent neutralization, and translation are reshaping global support models.
Everest Group is a global research and advisory firm headquartered in Dallas. The company provides deep insights into business process services, technology, and customer experience, helping organizations navigate innovation and operational transformation across industries.
Recap Video
Takeaways
AI is now setting the standard for customer experience, not just helping it.
Voice is becoming a top channel again because of real-time AI improvements.
Accent and language tools are changing what it means to deliver global CX.
Companies used to ignore voice, but AI is making it faster, smarter, and easier to scale.
CX is where AI is being tested the most because it needs to be accurate and cost-effective at large scale.
After years of shifting away from voice, AI is bringing it back as a preferred support option.
Voice AI helps companies hire globally by making accents less of a barrier.
Translation AI is still early and not as reliable yet, like accent tech was a year ago.
Accuracy is a bigger issue than speed when it comes to using translation AI in real-time calls.
Companies shouldn’t expect perfect AI, but should ask if it’s better than the other options.
What counts as good CX now is shifting toward clarity, empathy, and smarter service.
Working with AI to support humans is more reliable right now than using bots alone.
People often think CX work is dull, but it depends on human connection and emotion.
Small improvements from AI are adding up to major gains in customer experience.
AI is growing in CX not just because of the tech, but because it opens cheaper and wider hiring options.
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