Sendbird Inc., the AI communications platform trusted by major global brands, has launched Sendbird Voice AI a new tool that makes customer service faster, more accurate, and more natural. Unlike conventional systems that often stumble in real-world conversations, Sendbird’s innovation is built to handle the unpredictability of human speech while maintaining efficiency.

In today’s customer service landscape, the first few seconds of interaction can make or break the customer experience. According to Forrester’s The State of AI Agents, 2024 report, despite the growing adoption of conversational AI, most solutions still struggle to deliver quick, natural, and consistently helpful responses especially across multiple communication channels. To bridge this gap, Sendbird engineered Voice AI to meet customers where they are by integrating seamlessly across web, mobile apps, and SMS. This ensures a unified, omnichannel experience that improves both satisfaction and engagement.

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Highlighting the significance of this launch, Shailesh Nalawadi, vice president of product management at Sendbird, said: “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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Sendbird Voice AI introduces several advanced features that set it apart:

  • AI inbound voice agent with real-time analytics and transcripts.
  • Text-to-speech and speech recognition supporting 29 global languages.
  • Customization options for accents, languages, and tone.
  • Development environment testing with transparency into AI decision-making.
  • Smooth AI-to-human handoff for escalations when needed.

Furthermore, every deployment undergoes rigorous testing with real-world scenarios, ensuring the AI can accurately understand intent, adapt instantly, and resolve issues effectively through Sendbird Trust OS.

With its general availability announced, Sendbird Voice AI is now accessible to both current and future customers, empowering businesses to deliver faster, smarter, and more human-like customer service experiences.

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