DevRev has introduced Voice AI to enhance enterprise customer support across channels. The company extended Voice AI capabilities within its agentic AI product, Computer. This update brings shared organizational memory into live customer conversations.
As such, companies are now able to handle their call, chat, and email support through a single system. AI-powered voice assistants will be able to comprehend business context and take action during the live interaction.
AI-powered voice technology is a new feature that gives agents the ability to access their enterprise data in real-time. The data is available across tickets, records, and applications. Hence, there is no need for customers to be transferred.
“Voice has become another interface for AI,” said Manoj Agarwal, Co-Founder and President at DevRev. “The interesting engineering problem isn’t making an agent sound more natural. It’s giving an agent enough context to make the right decision while the customer is still on the line. In an enterprise, the answer rarely lives in one place. It lives across tickets, documentation, customer records, orders, engineering systems, and business applications. If an agent can’t reason within that context, it must eventually hand the conversation to someone who can. Shared organizational memory changes that by giving an agent enough context to resolve a problem instead of simply responding to it.”
DevRev Voice AI Brings Context-Aware Customer Support
In addition, the system caters to the scenarios of both automated and assisted support. In case it becomes necessary, it transfers the conversation to human agents without loss of context. This will help ensure consistency and save time from repeating oneself. Moreover, the system caters to multilingual support needs and delivers responses in a low-latency fashion.
“I joined DevRev because the company is focused on what customers actually care about: resolving their issue during the conversation with customer support,” said Heape. “A call can sound polished and still be a poor experience if the agent cannot reach the information needed to solve the problem. Customers do not care which system holds the answer. They care whether they have to repeat themselves, wait for a transfer, or call back again. Bringing voice into Computer means the conversation can carry the full business context with it, and that is what makes DevRev’s Voice AI so exciting.”
This technology was created by DevRev with consideration for production deployment within enterprises. This technology is compatible with the existing telephony system through SIP-based connections. In such a way, organizations do not need to change anything in their system while implementing AI-powered voice technology. Moreover, the system constantly learns through business information and communication. The system improves performance each week according to its practical use. Therefore, companies get more efficient outcomes.
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News Source: GlobeNewswire.com
