What is voice AI?
Voice AI is technology that lets software understand spoken language and respond in natural-sounding speech, combining speech recognition, language models and text-to-speech. In customer service, voice AI agents answer calls, resolve requests and hand off to people.
How it works
- Speech-to-text converts the caller's words.
- A language model understands and decides.
- Tools look up or update records.
- Text-to-speech replies.
Voice AI vs IVR
| IVR | Voice AI | |
|---|---|---|
| Input | Keypad, fixed phrases | Natural speech |
| Flexibility | Menu trees | Open conversation |
| Actions | Limited | Can resolve requests |
Uses
Order status, appointment booking, password resets and call triage.
