# Databricks shows how voice agents use context and governance to serve customers

> Original title: Voice Agents are here. Context turns them into real customer value.

- Source: Databricks Blog
- Published: 2026-10-28T18:00:00.000Z
- Bad Influence: https://badinfluence.news/items/mf1o0qs7e4e80tmb7vd89sqho
- Original: https://www.databricks.com/blog/voice-agents-are-here-context-turns-them-real-customer-value

## Summary

Databricks says voice agents need customer context, business rules, and governance to create real value on live calls. Its prototype pairs partner tools LiveKit, Deepgram, and ElevenLabs for the conversation layer, with Databricks supplying the reasoning layer. The agent can hand a caller to a person with full context, and each decision is recorded for review.