There is no shortage of product solutions out there for AI-powered voice agents and voice self-service. The ability to shift high-volume, low-complexity tasks to virtual agents leveraging the latest and greatest LLM and GenAI technologies is appealing for many customer support organizations. But common to many enterprise strategies looking to launch voice agents is the need to be proactive in mitigating risks and establishing trust and safety. Known threats associated with LLMs and GenAI include preventing hallucinations, ensuring data security and compliance, and managing risk.

Comprehensive approaches to trust, safety, and implementation demonstrate how thoughtfully designed AI systems can augment human capabilities. This is especially true in high-impact, highly regulated industries such as healthcare and financial services who must develop a risk-reward balance for AI voice assistants. For organizations navigating the rapidly evolving landscape of conversational AI, such systematic approaches to risk management offer a path forward that balances innovation with responsible deployment.

In this in-depth conversation, Opus Research’s Amy Stapleton chats with Gridspace Head of Engineering Anthony Scodary and Gridspace Conversation Designer Cooper Johnson as they focus on the critical trust and safety concerns surrounding AI voice agents. The conversation provides practical guidance for organizations considering AI voice agent deployment and delves into how Gridspace’s AI assistant “Grace” addresses hallucination prevention, security safeguards, and responsible deployment in regulated industries like healthcare.

Categories: Conversational Intelligence, Intelligent Assistants, Intelligent Authentication, Articles