SPEAKER

Justin Massey

At 16, Justin Massey answered calls for his family's call center. He then managed IT networks, defended companies against nation-state hackers for an MSP, performed penetration tests for a cryptography company, and developed cybersecurity products for Datadog. Now, he runs Relay Hawk, an AI and cybersecurity company that builds AI and workflow automation products for call centers and BPOS.

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5 Lessons From Deploying Voice AI in Production BPO Environments

Building a voice AI agent is one thing, but listening to real customers interact with it can surprise you. In this talk, Justin shares five lessons learned deploying production voice AI for BPOs, including what happens when function calls fail, callers leave early, or flows become unexpectedly complex. Dive into strategies for regression testing, prompt engineering, and structuring multi-step flows that perform reliably in the real world. You’ll also learn how we designed smooth handoffs to human agents when voice AI reaches its limit.

2:45

3:15

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