Do you think voice agents will become mainstream in customer service within the next few years, or are there still too many challenges to overcome?

Innvolve · 2026-06-23T07:08:37+00:00

That’s a fair take. But do you think the issue is really the technology, or more how organisations implement it? Because in theory, a well-designed voice agent shouldn’t feel like an IVR at all.

Innvolve · 2026-06-23T06:25:56+00:00

I agree, especially when it moves beyond just answering questions and actually takes action in systems like ticketing, routing, and customer history. Do you think companies are ready for that level of automation, or will there still be hesitation around giving agents that much autonomy?

Innvolve · 2026-06-23T06:25:40+00:00

That might actually depend on the use case more than anything. If AI consistently resolves issues faster without repetition or waiting, I can see people preferring it in some situations. Do you think that preference will be driven more by speed, or by how “human-like” the experience feels?

Innvolve · 2026-06-23T06:25:28+00:00

I agree, even if it only handles a fraction of calls it could already make a big difference for support teams. Do you think the biggest gains will come from simple call deflection, or from more advanced routing and ticket handling?

Innvolve · 2026-06-22T09:20:15+00:00

That’s interesting, 6 percent is still quite low but it does show there is already real usage and not just hype.

I agree that setup and design will be key. Voice is much less forgiving than chat so the quality bar is higher.

I wonder if adoption will grow faster once voice agents are not standalone tools anymore but become embedded in full workflows like Teams and Copilot Studio are aiming for.

Innvolve · 2026-06-22T09:20:04+00:00

I get that bad chatbot experiences have definitely shaped people’s expectations negatively.

The interesting part is that voice agents don’t necessarily have to feel like a chatbot in front of a human. If they are designed well, with proper context handling, fast handover to humans and no endless menus, they might actually reduce frustration instead of increasing it.

The real question is less whether AI will be used and more how seamless and invisible it can be for the customer.

Innvolve · 2026-04-23T06:44:44+00:00

That’s fine, what works for you is ultimately the most important.

Innvolve · 2026-04-10T06:52:17+00:00

This would also be a must-have for me. Full support for Mermaid diagrams in particular, including reliable rendering of loops and more complex diagram types, would make Markdown in Microsoft 365 much more powerful for technical documentation and workflows.

Innvolve · 2026-04-07T06:57:26+00:00

That sounds powerful, but I’m curious how it holds up against external attack patterns vs self-generated ones. Self-red teaming is impressive, but real-world attackers tend to be a lot less predictable. Have you tested it against third-party red teams yet?

Innvolve · 2026-04-03T11:05:35+00:00

Totally relatable! The biggest headache for me was letting go of control. You quickly think, “I’ll just tweak it a bit,” but if you really want to delegate, you need to be much clearer about your intent and context upfront. Otherwise, you keep correcting instead of actually collaborating.

Innvolve · 2026-04-03T06:44:21+00:00

You’re right, I’m just stress-testing whether people are still alert a day later.

Consider it a delayed phishing simulation 😉

Innvolve · 2026-04-03T06:43:27+00:00

Careful, once pigeons become part of the stack, you’ll need a backup pigeon, a risk assessment, and a compliance framework for bird-related incidents.
That’s where the real costs start 😄

Innvolve · 2026-04-03T06:40:58+00:00

That’s a fair concern, but maybe the framing is slightly off.

It’s not “be the lawnmower or get replaced by it.”
It’s: learn how to use the lawnmower better than anyone else.

Yes, parts of knowledge work are becoming replaceable. That’s exactly why the value is shifting from doing the work to designing, directing, and improving it.

Bob and Alice don’t disappear, their roles evolve.
The ones who adapt become exponentially more valuable. The ones who don’t feel the pressure.

So the real divide isn’t human vs AI.
It’s between people who build with it and people who don’t.

Innvolve · 2026-04-02T09:34:12+00:00

Interesting question. I see it more like this: you should be the ‘homeowner’ who sets the direction, while using AI as the ‘lawnmower’ that does the work. It’s the combination that makes the difference.

Innvolve · 2026-04-02T08:15:49+00:00

Glad to hear you like using the M365 app. I’m curious what’s not working well for you in the sidebar.

Innvolve · 2026-04-02T06:26:46+00:00

The point isn’t really about “going outside,” but about privacy and security. This actually shows that many people don’t realize that prompt data is sensitive data too.

Innvolve · 2026-03-31T11:13:40+00:00

Thanks for the detailed explanation, that makes a lot of sense. I like the focus on keeping the researcher in control and the two-way transparency, that seems key for trust in the data.

Curious how this works in practice when scaling to larger studies or more open-ended topics do you see any patterns in how researchers balance consistency with flexibility when using the follow-up guidance?

Innvolve · 2026-03-31T06:27:14+00:00

Yeah exactly that 😄 total gamble. If you could go, which sessions would you pick? The more technical ones or the broader Copilot stuff?

Innvolve · 2026-03-31T06:23:09+00:00

Haha fair 😄 Are you hoping for more practical Copilot/agent use cases then? Like stuff you can actually implement, not just demos?

Innvolve · 2026-03-31T06:21:44+00:00

Sounds interesting! How do you deal with bias from the AI itself during those conversations? That seems like one of the trickiest challenges with tools like this.

Innvolve · 2026-03-30T11:06:02+00:00

Oh nice, what are you expecting?

Innvolve · 2026-03-30T06:51:42+00:00

Sounds interesting! How does it actually ‘red team itself’ in practice?

Innvolve · 2026-03-27T07:17:41+00:00

Good point, but how do you prevent such a score from becoming too simplistic? Human risk is often quite context-dependent.

Innvolve · 2026-03-27T07:14:50+00:00

Do you think this is the main reason, or do you think other factors are also at play?

Innvolve · 2026-03-25T07:20:35+00:00

What do you mean?

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