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Trace Margin

Expert Q&A

Sources

Trace Margin research deskSection 06Page 24 of 24Last updated

Sources were reviewed for this research on 23 October 2026. Supplier documentation establishes documented functionality or commercial terms, not independent performance. Job advertisements and podcasts inform interview selection and operational questions; they do not establish market-wide adoption or staffing requirements.

Experts, operators and industry context

  1. ICMI — Brad Cleveland speaker profile: https://schedule.icmievents.com/speaker/cleveland-brad/39304
  2. ICMI — The Best Contact Centers Have Outgrown the Traditional Metrics: https://www.icmi.com/resources/2026/best-contact-centers-outgrow-traditional-metrics
  3. ICMI — AI Is Changing the Contact Center: https://www.icmi.com/resources/2026/ai-is-changing-the-contact-center
  4. Cornell — Allison Koenecke profile and research: https://infosci.cornell.edu/~koenecke/
  5. Mei and colleagues — Addressing Pitfalls in Auditing Practices of Automatic Speech Recognition Technologies: https://arxiv.org/abs/2506.08846
  6. ADA — Dental Industry Predictions for 2026: https://www.ada.org/publications/dental-sound-bites/season-7/dental-industry-predictions-for-2026-s7e02
  7. Mac Murray & Shuster — Michele Shuster: https://mslawgroup.com/attorney/michele-shuster/
  8. Polsinelli — Iliana L. Peters: https://www.polsinelli.com/iliana-l-peters
  9. PolyAI — Podcast and Nikola Mrkšić profile: https://poly.ai/podcast
  10. Coval — January 2026 discussion with Kwindla Hultman Kramer and Zach Koch: https://www.coval.ai/blog/the-state-of-voice-ai-instruction-following-in-2026-a-conversation-with-kwindla-from-pipecat-and-zach-from-ultravox
  11. ServiceTitan — Bill Joplin’s deployment announcement, 9 June 2026: https://www.servicetitan.com/press/bill-joplins-air-conditioning-and-heating-books-over-90-of-calls-with-servicetitan-ai-voice-agent
  12. Retell AI — Deployment Strategist job description: https://jobs.ashbyhq.com/retell-ai/72dcc20d-0f0e-4639-9b7e-1806327acd97

Product documentation and technical controls

  1. ServiceTitan — AI Voice Agent FAQ: https://help.servicetitan.com/v1/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq
  2. Open Dental — API Appointments: https://www.opendental.com/site/apiappointments.html
  3. Retell AI — Pricing and billing FAQs: https://www.retellai.com/pricing
  4. Retell AI — Transfer call documentation: https://docs.retellai.com/build/single-multi-prompt/transfer-call
  5. LiveKit — Testing lifecycle: https://docs.livekit.io/testing/
  6. LiveKit — Agent Simulations: https://docs.livekit.io/testing/simulations/
  7. NIST — Generative Artificial Intelligence Profile, NIST AI 600-1: https://nvlpubs.nist.gov/nistpubs/ai/NIST.AI.600-1.pdf
  8. OWASP — LLM06:2025 Excessive Agency: https://genai.owasp.org/llmrisk/llm062025-excessive-agency/

Regulation, privacy and payments

  1. FCC — AI-generated voices declaratory ruling, FCC 24-17: https://docs.fcc.gov/public/attachments/FCC-24-17A1_Rcd.pdf
  2. FCC — AI-generated calls proposal, FCC 24-84: https://docs.fcc.gov/public/attachments/FCC-24-84A1.pdf
  3. FTC — Complying with the Telemarketing Sales Rule: https://www.ftc.gov/business-guidance/resources/complying-telemarketing-sales-rule
  4. FCC — Consent-revocation draft and fact sheet, 9 September 2026: https://docs.fcc.gov/public/attachments/DOC-424844A1.pdf
  5. Mac Murray & Shuster — Current regulatory updates, including the September 2026 consent-revocation development: https://mslawgroup.com/
  6. Illinois General Assembly — Biometric Information Privacy Act: https://ilga.gov/Legislation/ILCS/Articles?ActID=3004&ChapterID=57
  7. HHS — Guidance on HIPAA and Cloud Computing: https://www.hhs.gov/hipaa/for-professionals/special-topics/health-information-technology/cloud-computing/index.html
  8. PCI SSC — Audio recordings and sensitive authentication data, FAQ 1210: https://www.pcisecuritystandards.org/faqs/1210/

Research limitation: The sources support a decision-ready interview agenda, not a supplier ranking or a verified deployment business case. No original interviews, customer contract samples or independent call-level outcome audits were obtained. The September 2026 TCPA development was identified, but the adopted order and effective-date record were not independently retrieved; counsel must resolve that point before operational reliance.