Vijay Anand

speaker

205 appearances 1 recordings 1 series first heard Jul 2026 last heard 8 Jul

Vijay Anand’s voice in public audio — every appearance, attributed to the second.

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recordings per month · last 12 months

Recordings per month over the last 12 months — 1 in all, peaking in Jul 2026 with 1.

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The Fast Mode Podcasts: Breaking News, Analysis and Updates From Telecoms Industry · Closing the Velocity Gap: How Telcos can Scale Beyond Al Pilots to Enterprise-Grade Operations · 8 Jul 2026 podcast

I'm handing over my health record, it's PII data and now you know there's regulation from EU and and the US that you cannot

push PII data into the LLM, right?

The third could be emotion, right?

I mean, I already had network call drops, my billing issues, and then I'm you know dealing with a lifeless AI that is giving me the same answers.

And at that point of the churn risk, you hand it off to the human, right?

That is what I call as the human movement.

Becoming human, right?

So, and last but not the least, it's a customer choice, right?

So they speci, I mean, some of us are, you know, we figure out that we are talking to AI and we say, I need a person.

And instantly we need to honor that, not send the customer through a maze, right?

And so I would say those are the four signals for handoff.

Now, if when you design the handoff, I would say there are five things that are important.

The first and foremost,

foremost warm context, right?

So if you as Tara is interacting with an agent and uh you know that agent then becomes human, the human should inherit what I call as warm context, right?

Full history, no repeating details, so the customer doesn't realize the difference.

Second I would say is the visible takeover, right?

You announce saying that

You know, to the customer that you are now talking to a human.

But then the co-pilot does not go away, right?

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