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
Voice
WhatsApp Business CallingExplore 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.
Use Voice AI agents with Infobip solutions
Products
Automation Studio
AgentOSVoice features
IVR
SIP trunking
Calls in InboxAI agent features
Write prompts
Knowledge agents
Quality center
Configure guardrailsAdditional resources
Essentials
Browse foundational guides for creating an account, managing users, setting up APIs, and ensuring connectivity in the Essentials hub.
Support center
Contact Support for help with Voice AI agents.
Use case library
Explore real-world examples in our Use case library ↗ to inspire your implementation.
Tutorials
Follow step-by-step tutorials to Set up an inbound Voice AI agent or Set up an outbound Voice AI agent.
Transfer call to AI agent: Get started
Hand over an active call from the IVR flow to a real-time Voice AI agent.
Speech to speech
Configure model, voice, turn detection, and input transcription for a Speech to speech agent.
Speech to text to speech
Configure voice settings, transcription, inactivity handling, and silence settings for a Speech to text to speech agent.
Prepare Voice AI agent for launch
Write voice prompts, verify your setup, and test before going live.