They were leveraging voice

AI to call the people on their list that had already opted in for being contacted by automated systems.

And the objective was to transfer someone to a real human, to someone on a sales team.

So they had two tiers of humans in the organization.

They had the sales team or closers, and then they had the contact center.

And the contact center was a crew of about 20 people that were doing these outbound calls to connect with potential customers who needed to renew their plan or sign up for a new plan or change their coverage, and then connect them to the salesperson to bring the deal home, so to speak.

And in this instance, they replaced that 20-person contact center with AI.

So what do you tell them? How do you make sure that they do that in a sensible way instead of just falling for all the hype?