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Voice AI Agent
AI-powered software that conducts natural phone conversations with customers, understands their needs, and performs actions on their behalf.
A Voice AI Agent is the next generation of phone-based customer service. Unlike traditional IVR that works with menus, a Voice AI agent conducts natural conversation — listens, understands, responds, and takes action. It combines ASR (speech recognition), NLU (language understanding), LLM (language model), and TTS (text-to-speech) to create a conversation experience that sounds human. According to Gartner, by 2027 approximately 40% of customer service interactions will be handled by AI agents (Source: Gartner, 2024).