Introducing Voice AI

November 28, 2024

Efficiently automate and route customer calls with an AI-powered voice chatbot.

‍Our new voice AI solution is now available in closed beta to Talkative customers.

This feature allows you to triage customer calls with an intelligent AI voicebot before routing them to human agents.

It means you can revolutionise call handling and phone support through voice-first AI interactions.

Streamline call management with AI

Designed to optimise call management with conversational automation, Talkative’s voice AI currently offers:

An Intuitive Workflow Builder: Build sophisticated voice workflows using Talkative’s versatile chatbot builder. Create customised AI IVRs, implement knowledge base lookups, manage call transfers, welcome messages, data collection, and more.
Custom Language Options: Choose from a library of AI voices or use your own custom AI voice to humanise automation.
Multilingual Support: Assist callers in different languages, improving accessibility.
Seamless Agent Handoffs: Transfer calls directly into live agent queues via SIP or PSTN for a smooth customer journey.
Advanced Analytics: Leverage real-time and historical AI analytics, including transcripts, interaction summaries, insight reports, sentiment analysis, real-time monitoring, and more.

Voice AI takes telephony support to the next level by replacing or enhancing traditional Interactive Voice Response (IVR) systems.

With a natural, conversational interface, this technology allows customers to explain their query or request in their own words.

In turn, the AI can collect information from callers before efficiently routing them to the right department or queue for their needs.

Voice AI can also answer customer questions using your knowledge bases and the power of a large language model (LLM), effectively reducing the need for manual intervention.

‍

What’s next: Future enhancements

In the coming weeks, we’ll be actively refining and enhancing our voice AI solution.

This will be done in collaboration with our beta users before the feature becomes generally available in Q1 2025.

Here’s a glimpse into what’s coming next as we continue to evolve voice AI…

Prompt-Only Pure GenAI: Voice AI will soon support a “prompt-only” generative AI approach to manage voice interactions, enabling more complex and dynamic conversational flows.
Screenpop Caller Details for Agents: Future updates will introduce screenpop functionality, providing agents with key caller details as soon as the call is transferred.
AI Summaries on Call Transfer: Voice AI will be able to generate concise summaries when calls are transferred to live agents, ensuring continuity and saving time during interactions.
Website Voice Integration (WebRTC): Voice AI isn’t limited to traditional phone calls. Upcoming updates will extend its capabilities to your website via WebRTC, allowing customers to access voice AI through web calling.

Stay tuned for further updates!