EP99 - Caller is the New King: Service AI Without a Screen w/ Indresh MS, Aquant

As service organizations accelerate their investments in AI, many leaders are grappling with a critical question: to innovate and challenge the way in which processes are executed, or to settle for incremental gains without disrupting how people engage throughout a service experience. Voice AI sits at the center of that tension. It brings about a new way of interacting with data and technology, and such changes can create friction. However, experience shows that properly deployed under the right circumstances, voice capabilities can deliver meaningful efficiency gains and overall better experiences for the frontline and customers alike.

Tune in on Thursday, February 19th at 12pm EST, as we’re joined by Indresh MS, Aquant’s VP of Product & Technology Labs. We’ll explore how service leaders are moving beyond novelty to practical, high-impact voice AI use cases grounded in real operational challenges. Drawing from hands-on experience working with field service teams, contact centers, and enterprise service organizations, this conversation brings clarity to the where, why and how behind getting value from successful voice adoption. From call intake and data capture to technician enablement and continuous learning, the episode offers a clear framework for thinking about voice AI maturity as a function of the organization, not the technology.

Indresh is Vice President of Product & Technology Labs at Aquant. He brings nearly 20 years of experience building SaaS products at companies including ServiceMax and SAP. Over the past year, he’s focused on refining Aquant’s Voice AI capabilities and translating them into real-world value for frontline service teams.