What is an AI Voice Agent?

At Agentforce World Tour London, we announced we’re extending AI agents across the entire enterprise to empower your employees in all of the channels they work.

One of our latest developments that’s taking centre stage is our AI Voice Agent – fast, natural conversations across phone, web, and mobile, delivered by AI-powered voice in every channel.

But what does this really mean for your business? And how is AI Voice working for customers and employees in the real-world? Let’s dig in.

What is an AI Voice agent?

Today, customers expect a unified experience. They want the flexibility to use different channels. And this includes voice: with the same consistent experience, and agents that have access to history and information, as any other channel.

Agentforce Voice is a native voice layer that integrates across Salesforce to revolutionise Interactive Voice Response (IVR) systems. It provides natural, real-time conversation capabilities through low-latency transcription and realistic speech synthesis.

AI Voice agents take all of the data, guardrails, and innovations of Agentforce 360 into every customer conversation. It’s conversational AI directly in the contact centre providing personalised, seamless context for your agents each and every day. 

So, how does this work in reality? Here’s three examples of AI voice agents being used in the wild.

Three AI Voice agent use cases

AI Voice for field engineering

For those in field engineering, hands-free solutions help improve productivity, but they must be accurate and reliable to be effective.  

IoT is vital for interconnected devices to generate data for both the organisation and customers. And AI agents are already proving useful for analysing data for insights, such as predicting the impact of rainfall on staffing needs and demand. 

Now, AI voice can simplify field engineers’ on-site data entry by replacing the need for physical documentation. The technology automates scheduling, integrates live maps via Esri, and enables hands-free data capture with Voice to Form. 

Empowering retail experiences with AI Voice

AI Voice agents can now enable customers to use their voice to ask questions and get a response via conversational AI. 

Take a jewelry company’s website, for example. A customer might want to ask how to get a bracelet cleaned. They can call, use voice to ask the question, then be pointed to a store nearest to their office. 

An AI agent can then directly book an appointment in-store as a next action and share all the context with an assistant in-store to make the visit a better, more connected experience.

The customer service AI voice supercharge

The customer voice channel is typically the highest-volume channel for businesses. That’s because when something’s important or needs resolving, customers take to their phones in the hopes of speaking to another human.

AI voice agents in customer service can now be deployed as a first port of call for customers wanting to use voice as a channel to communicate with businesses. Organisations can tailor agents to reflect their unique brand voice and provide consistent, trusted support. 

But it’s not just about answering questions. AI voice agents can act – meaning they can organise that appointment, change delivery details, or book that hotel room. And if they can’t resolve the matter, calls are escalated to service reps who receive the full context and latest information via Agentforce.

Getting more from AI voice

AI agents are already freeing employees from mundane tasks, allowing them to dedicate their time and expertise to solving intricate problems, providing empathetic support, and building stronger customer relationships. 

Voice AI agents act as a force multiplier in your agentic enterprise, handling routine and repetitive enquiries through personalised and well-informed conversational AI. 
Find out more about how Agentforce Voice can help your business.