Sendbird debuts human-like voice AI for customer service calls

Artificial intelligence communications platform Sendbird Inc. has unveiled Sendbird Voice AI, a new voice automation solution aimed at revolutionizing customer service calls. The technology is engineered to manage the unpredictability of real-world conversations—handling accents, interruptions, background noise, and emotional nuances—with human-like precision.

Key Features of Sendbird Voice AI

• Context Retention: The system embeds conversation context across channels, allowing customers to resume interactions seamlessly. For example, if a call drops after explaining an issue (e.g., an incorrect shipping address), the AI retains the summary and continues where it left off.
• Global Support: Operates in 29 languages with customizable accents and speech patterns to align with brand tones and regional preferences.
• Escalation Protocol: Detects frustration or complexity in conversations and escalates calls to human agents when necessary.
• Future Expansion: Plans to integrate with VoIP platforms like WhatsApp audio for markets outside the U.S.

Why It Matters

Traditional voice bots often falter in chaotic, real-life scenarios—struggling with overlapping voices, accents, or emotional cues. Sendbird’s solution aims to bridge this gap by focusing on "voice chaos," ensuring smoother, more natural interactions.

"We spent a whole lot of time on accents, emotions, interruptions, and background noise—everything that makes phone conversations real and human," said Shailesh Nalawadi, VP of Product at Sendbird.

Broader Implications

The launch highlights the growing demand for AI-driven customer service tools that balance automation with empathy. Sendbird’s approach could set a new standard for how businesses handle voice interactions, reducing friction and improving resolution rates.

For more details, visit Sendbird Voice AI.

Image: SiliconANGLE/Microsoft Designer