– Improve customer experience quality through seamless integration across phone, chat, email, and SMS.
– Optimize your enterprise operating environment with custom accent and tone customization.
– Sub-second response times and support for 29 languages… Strengthening global consulting competitiveness.
Sendbird (CEO Dongshin Kim), a global AI communications platform, has officially launched " Voice AI Agent, " a next-generation voice automation solution for customer service. Voice AI is an enterprise-grade voice AI solution designed to quickly and accurately handle the diverse variables and complexities that arise in real-world conversations.
According to Forrester's report, "The State of AI Agents, 2024," while the adoption of conversational AI is growing, most solutions struggle to provide natural and consistent interactions in multichannel environments.
Sendbird's voice AI is designed to address these challenges by handling the unpredictability of real-world conversations and delivering a consistent experience across all customer touchpoints, including websites, mobile apps, text messages, and email.
Voice AI offers: inbound voice consultation capabilities that provide real-time analysis and conversation transcription; voice recognition and synthesis technology supporting 29 languages; and customization capabilities for accent, language, and tone. Furthermore, testing in developer environments and transparency of the AI decision-making process ensure the level of reliability demanded by enterprise customers.
In particular, it offers an experience reminiscent of a real-life conversation, with a response time of less than one second on average, recognition capabilities that even handle noise, dialect, and intonation, and contextual analysis that identifies the customer's intent and emotional nuances. Beyond simple voice recognition, it offers context-sensitive responses, making it a differentiating factor.
Additionally, it organically integrates various consultation channels, including phone, chat, email, and SMS, and seamlessly connects with counselors when necessary, enhancing efficiency in real-world operating environments. Convenience is further enhanced by supporting features such as automatically sending confirmation texts during consultations and sending summary emails immediately afterward.
All deployment processes are verified through Sendbird's own AI evaluation system, 'Trust OS', to ensure the stability and reliability required in enterprise environments by verifying intent understanding, real-time adaptation, and problem-solving capabilities in real environments.
“Voice is the most intuitive and accessible consulting channel, making it even more crucial for customers unfamiliar with digital tools,” said Kim Dong-shin, CEO of Sendbird. “Sendbird Voice AI will set a new standard for customer experience based on speed, accuracy, and omnichannel integration.”
Detailed information about voice AI can be found on Sendbird's official website and official blog .
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