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Voiso Says Agent Skepticism May Be the Missing Ingredient in Successful AI Adoption

SINGAPORE, SG - July 02, 2026 - PRESSADVANTAGE - 
As artificial intelligence becomes increasingly embedded in customer service and sales operations, organizations are focusing heavily on adoption, automation, and productivity gains. However, according to Irina Bondar, Sales Team Leader at Voiso, one of the most overlooked indicators of AI success may be the skepticism shown by frontline agents.
In a recent industry commentary, Bondar argues that agent hesitation toward AI should not automatically be viewed as resistance to change. Instead, she believes it often provides valuable operational insight into how AI systems perform in real customer interactions.

“Many organizations assume that successful AI adoption means agents immediately trusting every recommendation or output,” Bondar said. “In reality, healthy skepticism can be extremely valuable because agents are often the first people to recognize when context, nuance, or customer intent is missing.”
The observation comes as contact centers continue to accelerate investment in AI-powered tools for quality assurance, conversation analysis, coaching, workforce optimization, and customer engagement.
Recent research from UJET found that 93% of contact center agents feel the need to verify AI-generated information before using it with customers. More than half of respondents indicated that AI can be helpful but often lacks sufficient context to fully support customer interactions.
According to Bondar, these findings highlight an important shift in how organizations should evaluate AI performance.
“When agents challenge recommendations, rewrite suggested responses, or question automated scores, that is not necessarily a failure of adoption,” she explained. “It may be revealing a gap between automated interpretation and what is actually happening in the conversation.”
As AI systems become more deeply integrated into customer operations, many organizations are beginning to focus less on deployment and more on governance, accountability, and performance management.
Bondar believes that one of the biggest challenges facing contact center leaders is ensuring that AI systems remain transparent and explainable to the teams using them.
“AI is increasingly involved in coaching, analytics, quality management, and customer engagement,” she said. “But organizations need clear ownership around how recommendations are generated, how performance is measured, and how employee feedback is incorporated into the process.”
Without those structures, she warns, organizations risk creating a trust gap between technology and the people expected to rely on it.
Industry analysts have increasingly pointed to AI governance as a critical component of long-term adoption. As AI expands beyond experimentation into daily operational workflows, businesses face growing pressure to ensure that automated systems remain accurate, accountable, and aligned with customer experience objectives.
According to Bondar, high-performing teams tend to approach AI differently from organizations that struggle with adoption.
“The strongest teams do not demand blind trust,” she said. “They build informed trust. They review the moments where agents override recommendations, they examine why those decisions were made, and they use that information to improve workflows and coaching strategies.”
This approach is particularly important in sales environments, where conversations often involve complex buying signals, emotional context, timing considerations, and customer objections that cannot always be fully captured through automation.
“Sales professionals make decisions based on nuance,” Bondar explained. “AI can surface patterns, identify opportunities, and provide useful guidance, but human judgment remains critical in determining how a conversation should unfold.”
As organizations continue investing in AI-powered customer engagement technologies, Bondar believes the future will depend less on how quickly tools are adopted and more on how effectively organizations create feedback loops around them.
“AI maturity is not about unquestioning acceptance,” she said. “It is about creating systems where recommendations can be reviewed, insights can be challenged, and feedback contributes to continuous improvement.”
Bondar also noted that agents often play a vital role in helping organizations refine AI performance over time.
“The people closest to customer conversations frequently identify issues before anyone else,” she said. “When agents question AI outputs, they may be protecting the customer experience, identifying missing context, or highlighting opportunities for improvement.”
As contact centers continue balancing automation with human expertise, Bondar believes organizations should view frontline employees not as obstacles to AI adoption, but as essential contributors to its success.
“Agents are not the problem to solve,” she concluded. “In many cases, they are the feedback loop that helps organizations build more effective, more reliable, and ultimately more useful AI systems.”
About Voiso
Voiso is a global provider of AI-powered contact center software supporting customer communication across voice, messaging, analytics, and omnichannel engagement. Its platform is used by organizations across industries including fintech, travel, healthcare, ecommerce, logistics, and business process outsourcing to manage customer interactions at scale.


 
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For more information about Voiso Inc, contact the company here:
Voiso Inc
Voiso
+ 1 888 565 8889
hello@voiso.com
9 Temasek Boulevard, #29-01, Suntec Tower 2, Singapore 038989
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Farmers Insurance - Ulysses Campos Expands Insurance Portfolio to Address San Antonio Market Needs

SAN ANTONIO, TX - July 02, 2026 - PRESSADVANTAGE - 
Farmers Insurance - Ulysses Campos has expanded its insurance portfolio to address evolving coverage requirements in the San Antonio market, introducing enhanced options across automobile, property, and commercial insurance categories.
The agency, operating as UC Insurance Agency under the Farmers Insurance network, has restructured its service offerings to accommodate changing risk factors and coverage demands specific to the San Antonio area. The expansion encompasses updated homeowners policies, automobile coverage modifications, and specialized business insurance products.

"Market analysis indicated gaps in coverage options for both residential and commercial clients in San Antonio," said Ulysses Campos, agency owner. "We have adjusted our portfolio to address these specific coverage needs, particularly in areas where standard policies may fall short."
The agency's homeowners insurance now includes expanded coverage parameters for properties in flood-prone areas and regions susceptible to severe weather events common to South Texas. Policy modifications address structural damage, personal property loss, and temporary living expenses resulting from covered perils. As a Home Insurance Agency San Antonio property owners utilize, UC Insurance Agency has incorporated localized risk assessments into its underwriting process.
Automobile insurance modifications reflect updated Texas Department of Insurance regulations and local accident statistics. The agency offers liability limits that meet state requirements while providing optional coverage for uninsured motorist protection and comprehensive damage coverage. Recent data from the Texas Department of Transportation showing increased accident rates on Interstate 35 and Loop 410 has influenced coverage recommendations for San Antonio drivers.
The agency has added specialty coverage options for recreational vehicles, watercraft, and classic automobiles, responding to increased ownership of these assets in the San Antonio metropolitan area. Life insurance products include term and permanent options with varying coverage amounts and premium structures.
Commercial insurance offerings have been restructured to serve small and medium-sized enterprises operating in San Antonio's diverse economic sectors. The agency provides general liability, commercial property, and workers' compensation coverage tailored to specific industry requirements. Business owners seeking Insurance For My Business can access coverage options that address operational risks unique to their industry sector.
"Insurance requirements vary significantly across different business types and sizes," noted Campos. "Manufacturing operations face different risks than retail establishments or professional service firms. Our approach involves analyzing specific operational exposures before recommending coverage structures."
Recent insurance industry data indicates that Texas ranks among the top five states for weather-related insurance claims, with hail damage and flooding representing significant loss categories. UC Insurance Agency has incorporated this data into its coverage recommendations, emphasizing the importance of adequate dwelling coverage and personal property limits.
The agency operates within Farmers Insurance's established framework while maintaining local decision-making authority for coverage recommendations and client service. This structure allows access to national underwriting resources while preserving responsiveness to local market conditions.


UC Insurance Agency serves the San Antonio market as an authorized Farmers Insurance agency, providing property, casualty, life, and commercial insurance products. The agency maintains offices in San Antonio and serves clients throughout Bexar County and surrounding areas.

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For more information about Farmers Insurance - Ulysses Campos, contact the company here:
Farmers Insurance - Ulysses Campos
Ulysses Campos
(210) 960-2211
info@uc-insuranceagency.com
Farmers Insurance - Ulysses Campos
6228 Bandera Rd Ste 120
San Antonio, TX 78238, United States

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Contact Information:
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Read the full story here: https://www.pr.com/press-release/972661

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