Broadvoice helps contact centres automate voice interactions and access real-time operational insights through new AI-powered capabilities.
Broadvoice has launched GoEngage and AI Analyst, two new AI capabilities for its GoContact platform designed to automate customer interactions and provide contact centre leaders with real-time operational intelligence. The company said the additions represent the next phase of its AI strategy, combining conversational automation with data-driven decision support.
GoEngage automates inbound voice interactions using speech-to-speech technology, while AI Analyst allows customer experience leaders to explore performance data and operational trends through natural language queries. Together, the capabilities are designed to help organisations improve service efficiency, accelerate issue resolution, and support customer interactions at scale.
“The next generation of customer experience will be defined by AI that not only understands customer interactions, but helps execute them. With GoContact AI, we’re bringing together intelligence and engagement to help organisations resolve requests faster, automate routine tasks, and connect customers to live agents with the right context when it matters most,” said Gurdip Jande, Chief Product Officer, Broadvoice.
Automating Customer Conversations
According to Broadvoice, GoEngage is built on speech-to-speech technology that processes audio directly to recognise tone, interruptions, and natural pauses. Customers can explain their needs in their own words, allowing the platform to handle requests conversationally rather than relying on scripted interactions.
When human intervention is required, GoEngage transfers customers to live agents along with the full interaction history, helping reduce repetition and support more contextual conversations.
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Delivering Real-Time Operational Insights
AI Analyst provides contact centre leaders with a conversational interface for analysing operational performance. Instead of relying on dashboards and reports, users can ask questions in natural language to understand service levels, escalation trends, and performance risks.
The company said leaders can use the capability to investigate issues such as increases in escalations, identify at-risk service queues, and gain faster access to operational insights that support decision-making.
Broadvoice said both capabilities extend a customer experience platform already used by organisations across healthcare, financial services, and other enterprise sectors throughout North America, EMEA, and Latin America. The company also reported that customers have achieved returns of up to 250% on contact centre AI investments.
“Broadvoice was built on the belief that conversations matter. Twenty years later, that hasn’t changed. What has changed is what technology can do inside those conversations. With GoEngage and AI Analyst, we’re helping businesses use AI to answer more customer needs, understand what’s happening across their operation, and deliver experiences at scale,” said Jim Murphy, CEO, Broadvoice.
The launch reflects growing demand for AI technologies that not only analyse customer interactions but also automate engagement and provide operational teams with actionable insights in real time.
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