Sendbird Revolutionizes Omnichannel Customer Service with AI Voice Agents

Opening a New Horizon in Customer Communication: Sendbird Leads Next-Generation Consultation Innovation with 'Voice AI Agent' Sendbird, a global AI communication platform, has officially launched its next-generation voice automation solution, 'Voice AI Agent,' poised to revolutionize customer service and signaling innovation in the market. This solution is expected to redefine the way businesses and customers communicate through its astonishing response speed of less than 1 second on average, support for 29 languages, and an omnichannel experience that seamlessly connects all channels including phone, chat, email, and SMS. As a recent Forrester report pointed out, existing conversational AI has shown limitations in providing natural and consistent interactions in a multichannel environment. To address this challenge, Sendbird designed its Voice AI to handle even the unpredictability of real conversations, ensuring a consistent, high-quality experience for customers regardless of their touchpoint (website, mobile app, text message, email, etc.). The 'Voice AI Agent' goes beyond simple automation. It features inbound voice consultation capabilities with real-time analytics and conversation history, as well as speech recognition and synthesis technology covering 29 languages. In particular, its customized accent, language, and tone customization features create an intimacy akin to conversing with a real person. Its recognition capabilities accurately process noise, dialects, and subtle intonations, while its context analysis technology grasps customer intent and emotional nuances, breaking down communication barriers between AI and humans. Omnichannel integration is a core strength of the 'Voice AI Agent'. By organically integrating various consultation channels such as phone, chat, email, and SMS, customers can communicate in their preferred way at any time. When necessary, it seamlessly transfers to a human agent, providing uninterrupted service. Convenience features like automatic confirmation message delivery during a consultation and summary email delivery after completion further enhance the customer experience. Thorough testing in a developer environment and transparency in the AI decision-making process ensure the highest level of reliability demanded by enterprise customers. Furthermore, Sendbird's proprietary AI evaluation system, 'Trust OS,' verifies its ability to understand intent, adapt in real-time, and solve problems in real-world environments, thus ensuring complete stability. Dongshin Kim, CEO of Sendbird, emphasized, "Voice is the most intuitive and accessible consultation channel, especially crucial for customers unfamiliar with digital tools. Sendbird Voice AI will set a new standard for customer experience based on speed, accuracy, and omnichannel integration." Sendbird's 'Voice AI Agent' will bring an innovative breeze to the global customer service market, providing an unforgettable communication experience for both businesses and customers.