What the research actually says about voice agents, agentic AI risk, and human-agent interaction

The original brief asked for a practitioner-facing guide on where voice agents fall short in insurance — escalation criteria, warm-transfer protocols, claim types that resist automation. After reviewing the available evidence, that guide cannot be written from the facts at hand. None of the provided studies describe voice agents deployed in insurance, escalation paths to human adjusters, warm-transfer protocols, or which claim types resist automation. Rather than fabricate that guidance, this article summarizes what the research does say and identifies the gaps a practitioner would need filled before acting on it.