Why the Carrier Layer Breaks AI in Finance Contact Centers | Bandwidth

Enterprises investing in AI, particularly in the financial sector, face significant challenges with their carrier layer, which can affect the performance and reliability of AI voice agents. Many AI deployment audits overlook the carrier layer, leading to risks such as latency, loss of customer context, and restricted routing control, which can degrade AI performance. The underlying SIP infrastructure and PSTN transport layer are often the root causes of these issues, not the AI tools themselves. Financial organizations are expected to invest heavily in AI, with the assumption that their carrier layers are robust enough to handle increased demands, yet this is frequently not the case. The document outlines four risk tiers for AI readiness in contact centers, ranging from critical to low risk, emphasizing the importance of having control over voice infrastructure, real-time routing, and visibility, to prevent disruptions and ensure successful AI integration. It advocates for a thorough carrier-layer audit to identify potential constraints and improve AI voice call flows, suggesting solutions like Bandwidth's Maestro TM for enhanced control and visibility.

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