Sendbird Voice AI is engineered for the unpredictability of authentic communication and, together with web, app and SMS, provides a unified, omnipresent customer experience (CX) across all touchpoints.
Sendbird Inc., the AI communications platform, has announced the availability of Sendbird Voice AI, the voice automation solution for customer service designed to handle the messiness of real conversations with accuracy and speed.
In customer service, response time and tone within the first second of an interaction set the course for the entire conversation.
Yet, Forrester’s The State of AI Agents, 2024 report found that even as conversational AI adoption increases, the majority of solutions struggle to deliver fast, natural and consistently helpful interactions—especially when orchestrating across multiple channels.
Sendbird Voice AI is engineered for the unpredictability of authentic communication and, together with web, app and SMS, provides a unified, omnipresent customer experience (CX) across all touchpoints, meeting customers where they are.
“Voice remains the most personal channel in customer experience, yet too many voice AI solutions fall short, either sounding robotic or failing when faced with the unpredictability of real phone conversations and the nuances of human speech,” said Shailesh Nalawadi, VP of Product Management at Sendbird.
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“Customers do not have the patience for clunky experiences, and that’s why Sendbird voice AI is built to handle the messiness of accents, interruptions and background noise. We didn’t build another voice bot. We built the only voice AI that’s fast, natural and structured to perform like your best agent on your busiest days.”
Sendbird Voice AI is built to perform effectively during critical customer experience moments and includes the following features to provide immediate value:
- An AI inbound voice agent with real-time analytics and transcripts;
- Text-to-speech and speech recognition in 29 languages;
- Accent, language and tone customisation;
- Development environment testing and transparency into AI decision making; and,
- Smooth AI-to-live agent transfers, when escalations from an AI agent to a human agent are necessary.
In addition, every deployment is tested against realistic scenarios to ensure it understands intent, adapts on the fly, and resolves issues as expected with Sendbird Trust OS.
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