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Gemini Live retirement: what changes for voice agents on 17 November
Google retires the Gemini API's preview Live and TTS models on 17 November 2026. Swapping in Gemini 3.8 Live is a one-line change; its new defaults for tool calls, silence and TTS prompts are not. Here is what changes, which date applies on which surface, and how to re-test each agent.
Voice AI for BPOs and contact centers: sell outcomes, not seats
For a BPO, voice AI is a commercial decision before it's a technology one. Put the AI tier where clients get nothing today (overflow, after-hours, callbacks, quality review), price it on resolved outcomes, and work out your containment floor before you quote: a transferred call costs more than a human-only one, so break-even sits higher than most teams assume.
Omnichannel AI agents explained: test the seams, not the channel list
An omnichannel AI agent is one agent with one memory per customer, serving calls, WhatsApp, chat, SMS, RCS and email, and able to act across them mid-conversation. Every vendor now claims that, so the label tells you little. What separates platforms is the six seams where a journey crosses channels: identity, memory, action, events, people and consent. Here's what breaks at each, and how to test it.
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