Voice AI agents
Voice AI agents is available as an Early Access feature. To get access or learn more, contact your dedicated account manager or Support.
About Voice AI agents
Voice AI agents extend AI agents with voice-specific capabilities. They enable natural, two-way conversations on voice calls using speech recognition, Generative AI, and natural-sounding speech synthesis.
Voice AI agents support the following:
| Capability | Description |
|---|---|
| Natural language understanding | Interpret free-form speech and user intent without predefined menus. |
| Generative AI responses | Generate contextual, human-like replies in real time. |
| Speech synthesis | Deliver responses as natural-sounding voice output. |
| IVR integration | Hand over active calls from IVR flow to a Voice AI agent and return control to the flow when the session ends. |
| SIP trunk transfer | Transfer calls from a Voice AI agent session to external systems over SIP for handover to third-party call centers or voice platforms. |
How it works
When a caller dials in, Infobip receives the call and passes it into a Journey IVR flow. The flow runs any initial routing logic, then hands the call to the Voice AI agent through the Transfer call to AI agent element. The agent processes each caller utterance, reasons about the appropriate response, and speaks its reply. This cycle repeats until the goal is achieved, the caller asks for a human, or the session ends. Control then returns to the IVR flow with information about why the session ended.
Common use cases
Voice AI agents can automate many common voice interactions, such as the following:
Answer frequently asked questions.
Book or reschedule appointments.
Provide order status or account information.
Manage simple support requests.
Send outbound reminders or notifications.
Supported channels
Explore Voice AI agents
New to Voice AI agents?
Configure the Transfer call to AI agent element to transfer active calls to a Voice AI agent.
Preparing for launch?
Follow Prepare Voice AI agent for launch to write voice prompts, verify your setup, and test.
Deploy Voice AI agents
Inbound
Set up an inbound Voice AI agent
Common use cases:
Customer support
FAQs
Appointment booking
Account queries
Outbound
Set up an outbound Voice AI agent
Common use cases:
Payment reminders
Appointment confirmations
Proactive notifications
Outbound automated calls are subject to regional regulations. Ensure you have appropriate consent before initiating outbound calls. Consult your legal team for the requirements that apply to your region.
AgentOS integration
AI agents
Automation Studio
SIP trunkingReady to get started?
Contact your account manager or the Infobip Support team to enable Voice AI agents for your account.