In recent years, Voice has emerged as a central channel in users’ digital experiences. Over 72% of Italians regularly use Voice assistants like Siri and Google Assistant on their devices, a clear sign of how this mode of interaction has become part of everyday life. Not only in private contexts, but also when it comes to interacting with companies, the telephone remains one of the most preferred channels. According to our latest Customer Experience survey, call centers are the second most used point of contact for customers, with 77% usage, after email. In other words, despite the rise of chat, apps, and social media, speaking with a customer service representative remains a well-established and valued habit.
This trend is also driving a shift in preferences. Users now expect increasingly natural and immediate experiences. Many are already familiar with Voice commands and assistants, and want to interact with technology the same way they would with a person. Voice provides a direct, often faster interaction than typing a message, and is particularly useful on the go or for people who struggle with text-based interfaces, such as elderly users or those with visual impairments. Companies are beginning to see Voice as a fundamental component of the customer experience. The current landscape suggests that Voice, enhanced by AI, is not a relic of the past but a strategic frontier for the near future of digital services.
Use Cases of Voice in Customer Support
In a modern contact center, Voice-based artificial intelligence can be applied across a range of operational scenarios.
Inbound Call Management
A team of AI Voice Agents can automatically handle customer calls, acting as an intelligent switchboard. The system understands the user's request and immediately provides the needed information (e.g., opening hours, order status) or routes the call to the most appropriate human operator, all in natural language, without forcing the user to navigate complex Voice menus.
Data Collection and Authentication
During phone conversations, AI Voice Agents can ask users for personal data, case numbers, verification codes, and other useful information. These details can be automatically recorded in company systems such as CRMs, ticketing platforms, or databases, without transcription errors. When needed, AI Voice Agents can also handle authentication procedures by asking security questions or sending OTP codes before continuing with sensitive operations.
Automated Bookings and Appointments
One of the most appreciated use cases is the fully automated management of phone bookings. A team of Voice AI Agents checks real-time availability in the calendar and can handle bookings directly. Users interact with the artificial Voice as naturally as they would with a human operator, receiving immediate confirmation of their reservation.
The Benefits of AI Voice Agents in Customer Care
Adopting AI Voice Agents can revolutionize customer service, but the benefits come only when the solution is appropriately scaled and integrated within business processes.
Universal Accessibility and Hands-Free Interactions
Voice AI Agents make it possible to serve less digitally-savvy users, as well as people with visual or motor impairments. Thanks to next-generation speech-to-text engines, understanding remains high even with different accents, background noise, or fast speech. This capacity makes customer service more inclusive and truly omnichannel.
End of Waiting Times and Peak Management
In traditional call centers, wait times are a major source of frustration. A scalable, cloud-native infrastructure can activate hundreds of AI Voice Agents in seconds, handling every call without busy lines, even during promotional surges or emergencies. Customers are served immediately, often with first-contact resolution, and the brand conveys efficiency and care.
Natural and Engaging Conversations
Modern digital voices can reproduce natural pauses, emphasis, and believable intonation, while language models contextualize questions and answers. The result is a one-to-one experience that goes beyond the rigidity of IVR menus (Interactive Voice Response, automated systems that guide users through voice commands or keypad input) and, for many users, feels more satisfying than a text-based chat. With the right platform, it's possible to customize the Voice's tone, vocabulary, and personality to reflect the brand’s values.
24/7, 365-Day Service
An enterprise-ready team of AI Voice Agents ensures continuous coverage, no night shifts, and no holidays. The system is always available across time zones, absorbs sudden traffic spikes, and provides first-level information during service outages, reassuring customers while human teams solve the issue.
Consistent Quality and Policy Alignment
AI Voice Agents draw from a single, official knowledge base, delivering consistent, complete, and always up-to-date responses. There are no errors from fatigue or distraction; each interaction complies with company tone, policies, and legal requirements, reinforcing user trust.
Enhancing Human Capital
Freed from repetitive tasks, human agents can focus on complex cases, upselling, and retention. This shift boosts internal satisfaction and transforms the contact center into a high-value advisory hub, where human-machine collaboration becomes a competitive edge.
Scalability and Cost Optimization
With AI, the number of agents is no longer limited by physical workstations. Capacity automatically scales up or down based on demand, eliminating overstaffing and minimizing missed calls. Economically, it reduces overtime, training, and turnover costs, freeing up budget for higher-value initiatives.
The AI Voice Agents by indigo.ai
To unlock the full potential of the Voice channel, we introduced the integration with vocal channels, bringing our AI Agents to phone conversations. Until now, the platform has supported the design of AI Agents on text channels like web widgets or WhatsApp; now the same intelligence is available via Voice, with the same quality and empathy in responses. Companies can now pair a team of AI Voice Agents with customer service operations, on traditional phone lines as well as within apps and websites, delivering a smooth and consistent omnichannel experience.
How It Works
Behind the scenes, the integration with vocal channels brings together several advanced technologies. When the user speaks, their audio is immediately processed through STT (Speech-To-Text), or automatic speech recognition, which transcribes the question into a digital text format. At this point, the brain of the AI Agents comes into play. If needed, NLP algorithms and reasoning flows within our platform interpret the text, consult the knowledge base or internal systems, and generate an appropriate response. Finally, the response is converted into speech using TTS (Text-To-Speech) technology, delivering a coherent spoken reply to the user.
Although Speech-To-Text is currently more mature than Speech-To-Speech, we continue to closely follow developments in this field to ensure an increasingly natural voice experience.
This happens extremely quickly. Our architecture is optimized for real-time performance, minimizing the latency between the user’s question and the spoken response. This power allows the conversation to flow naturally, without disruptive processing delays. The integration with vocal channels integrates seamlessly with both telephony infrastructures, such as switchboards and business numbers, and digital channels, ensuring a smooth and consistent user experience regardless of the medium used to interact with the AI Agents.
Key Strengths
Our integration with vocal channels stands out in the Voicebot landscape thanks to its advanced conversational approach, moving away from button-based menus and rigid scripts typical of old IVR systems, where users had to stick to predefined options ("press 1 for your balance, press 2 to speak with an operator...") and any deviation could easily break the flow.
Voice Fluidity and Naturalness
One of the most impressive aspects is the quality of the synthetic Voice. Thanks to state-of-the-art models, the AI Agents’ Voice sounds extremely natural, with intonation and cadence matching that of a native Italian speaker. This innovation is possible through partnerships with specialists like ElevenLabs for Voice synthesis, allowing for incredibly realistic vocal timbres and accents. The result is a pleasant listening experience, worlds away from old robotic monotones.
Low Latency and Real-Time Interaction
Our integration with vocal channels is built for instant conversation. Thanks to optimized APIs and audio pipelines, response times are just milliseconds, which feels instantaneous to users. There’s no sensation of “waiting for the machine” because the AI replies at nearly the same speed as a human. This responsiveness is essential to preserve the magic of real conversation. We’ve invested heavily in reducing every possible delay, so talking to our AI Voice Agents feels as immediate and seamless as speaking to a focused human operator.
Advanced Voice Customization
Every brand has its own identity. That’s why our solution offers high-level Voice customization. Thanks to integration with ElevenLabs and Audiocodes, companies can configure the vocal personality of their AI Agents, choosing from pre-trained male and female Voices, adjusting emotional tone and communication style, and even incorporating regional inflections or specific accents. These functions ensure that the assistant not only speaks clearly but also speaks your brand language, enhancing the consistency of your customer experience.
Enterprise System Integration
The power of our AI Voice Agents lies not just in their capabilities, but in their deep connection with business data. Our platform natively integrates with CRMs, ERPs, databases, and more, allowing AI Agents to retrieve and update information during conversations. For example, the AI can access a customer’s purchase history, check payment status, or log a return request while speaking. This deep backend integration makes vocal interactions truly operational, not just superficial dialogue. The AI behaves just like a human agent, ensuring continuity in business processes.
Data Privacy and Security
Protecting data is a core part of our Voice channel. All calls are encrypted end-to-end, while granular access policies and 24/7 monitoring ensure only authorized roles can view data or logs. Our Trust Center offers full transparency, featuring incident response procedures, ISO 27001 and GDPR compliance reports, AI Act readiness, and clear data retention and encryption information. Every new integration or Voice script undergoes a DPIA (Data Protection Impact Assessment) to guarantee privacy-by-design and privacy-by-default compliance.
Voice, enhanced by Artificial Intelligence, is no longer just another channel. It’s a strategic asset for modern, accessible, and personalized customer service. As users seek smoother, more human-like experiences, companies must respond with technologies that can understand, interact, and resolve. Our voice channels’ integration represents real evolution in this direction, a synergy of speed, empathy, and integration that redefines the very concept of service. In a world where time and quality of interaction make all the difference, giving Voice to AI means staying truly close to your customers.
FAQs
What are the main benefits for companies adopting the Voce channel?
AI Voice Agents transform customer service by boosting efficiency, satisfaction, and cost-effectiveness. They eliminate wait times by handling hundreds of simultaneous calls and provide 24/7 service with no interruptions. Their automatic scalability makes them ideal for traffic peaks caused by campaigns or emergencies. On the cost side, they reduce overstaffing, turnover, and training needs, freeing up human agents for higher-value tasks. They also ensure responses that are always aligned with company policy, compliance, and knowledge.
How is data security ensured in AI Voice conversations?
Data security is a foundational principle in designing AI Voice Agents. Every interaction is protected by end-to-end encryption, ensuring that Voice data cannot be intercepted during transmission. At the infrastructure level, the platform includes continuous monitoring, granular access controls, audit trails, and data segregation to minimize risks. From a compliance perspective, we take a proactive approach, adhering to ISO 27001, the GDPR, and the emerging AI Act. Every Voice script or system integration is subject to a DPIA (Data Protection Impact Assessment) to ensure compliance with privacy-by-design and privacy-by-default. All data is subject to transparent and traceable retention policies available in our Trust Center, along with compliance reports and incident management protocols.
Can the Voice and tone of AI Voice Agents be customized to match the brand?
Absolutely. Customization is one of the most distinctive strengths of AI Voice Agents. Thanks to integrations with next-gen speech synthesis engines like ElevenLabs and Audiocodes, companies can tailor not just the Voice’s gender and tone, but its emotional style and communicative intent to suit their target audience. You can opt for more formal or casual styles, adjust speech speed, insert strategic pauses, and even simulate regional accents to enhance user relatability. This level of detail enables AI Agents to respond with a personality aligned with your brand's values, culture, and identity. Voice becomes a core part of your branding, strengthening user experience across text, visual, and Voice channels.
