Voice AI is rapidly evolving from basic call routing and scripted interactions into more intelligent systems capable of understanding intent, adapting in real time, and supporting more natural customer conversations. But successful Voice AI experiences depend on more than deploying better technology. Small breakdowns in flow, context, escalation paths, or conversation design can quickly create frustration and reduce customer trust. In this interactive workshop, Sreshta Ramdaspalli, Senior Product Manager at PayPal, will guide attendees through a practical framework for evaluating Voice AI experiences and identifying opportunities for improvement. Through guided exercises and real-world examples, participants will assess common friction points and uncover actionable changes they can apply within their own environments. What this session will cover: - Identifying where Voice AI experiences commonly break down across the customer journey - Evaluating handoffs, escalation paths, and conversation quality - Spotting friction points that affect trust, resolution, and customer experience - Prioritizing practical improvements that can be implemented quickly Key takeaway: Attendees will leave with a Voice AI assessment framework and a practical action plan for identifying gaps and improving customer interactions within their own support environments.