Sendbird Redefines Voice AI & Omnipresent Orchestration

Sendbird Inc., a leading AI communications platform trusted by some of the world’s most recognized brands, has officially launched Sendbird Voice AI. This solution stands out as the only voice automation technology specifically built to handle the complexity of real-life customer conversations with both speed and precision.

In today’s fast-paced customer service environment, response time and tone during the first few seconds of an interaction can shape the entire customer experience. Still, research shows that there are some persistent challenges in this area. According to Forrester’s The State of AI Agents, 2024 report, although conversational AI adoption is steadily increasing, many existing platforms still fall short. Most solutions struggle to provide rapid, natural, and consistently reliable interactions particularly when managing communication across multiple channels.

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Sendbird has engineered its Voice AI to address these shortcomings head-on. Unlike traditional bots that often sound robotic, this new offering is purpose-built for the unpredictability of authentic communication. It seamlessly integrates with web, mobile applications, and SMS, delivering a truly omnichannel and unified experience that meets customers wherever they choose to engage.

Shailesh Nalawadi, vice president of product management at Sendbird, explained the vision clearly: "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. 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."

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To ensure businesses can rely on it during critical customer service moments, Sendbird Voice AI comes equipped with advanced capabilities, including:

• An AI-powered inbound voice agent with real-time analytics and transcripts

• Text-to-speech and speech recognition supporting 29 languages

• Full customization for accents, tone, and language to fit brand identity

• A development environment that offers transparency into AI decision-making and performance testing

• Seamless escalation from AI to live human agents whenever needed

Every deployment undergoes rigorous testing against real-world conditions to guarantee it can interpret intent accurately, adapt dynamically, and resolve customer concerns effectively. This reliability is backed by Sendbird Trust OS, ensuring consistently high-quality interactions.

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Sendbird Voice AI is now available to all customers, both new and existing. Organizations interested in experiencing how the solution manages complex, real-world conversations can visit the official Sendbird page for more details and demonstrations.

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