Voice AI agents

EARLY ACCESS

IMPORTANT

Voice AI agents is available as an Early Access feature. To get access or learn more, contact your dedicated account manager or Support.

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:

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.

Voice AI agents can automate many common voice interactions, such as the following:

Answering frequently asked questions.
Booking or rescheduling appointments.
Providing order status or account information.
Managing simple support requests.
Sending outbound reminders or notifications.

How does a voice call flow through the system?

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.

NOTEVoice AI agents do not replace IVR flows. They extend them. Deploy a Voice AI agent on a specific branch of an existing IVR and leave all other IVR logic unchanged.

How to deploy Voice AI agents

Inbound

The caller dials a number. The IVR flow receives the call and transfers it to the AI agent at the appropriate point.

For step-by-step setup, see Set up an inbound Voice AI agent.

Typical use cases: customer support, FAQs, appointment booking, account queries.

Outbound

Your platform initiates the call through a Journey flow. Pass context data such as customer name and account details to the AI agent as variables.

For step-by-step setup, see Set up an outbound Voice AI agent.

Typical use cases: payment reminders, appointment confirmations, proactive notifications.

IMPORTANT

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.

Get started with 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.

Supported channels

Use Voice AI agents with Infobip solutions

Ready to get started?

Contact your account manager or the Infobip Support team to enable Voice AI agents for your account.

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