Sendbird the AI communications platform, has launched Sendbird voice AI, a customer service voice automation solution designed to handle the unpredictability of real-world conversations with speed and accuracy. Addressing a key challenge highlighted in Forrester’s The State of AI Agents, 2024 report- Sendbird voice AI unifies web, app, and SMS channels to provide a consistent, omnipresent customer experience. “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, vice president 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.” Key capabilities include an AI inbound voice agent with real-time analytics and transcripts, text-to-speech and speech recognition in 29 languages, customizable accents, languages, and tones, a development environment for testing and AI transparency, and smooth transfers to live agents when escalation is required. Each deployment using Sendbird Trust OS, ensuring adaptive, accurate, and high-performing customer interactions.