TLDR: AudioCodes has introduced its new AI Agents module within the Live Hub Voice Communications Platform as a Service (CPaaS), designed to empower enterprises with sophisticated, LLM-powered voice bots. This innovation aims to significantly enhance customer satisfaction, reduce operational costs, and provide scalable, 24/7 customer experiences by integrating seamlessly with existing telephony and customer engagement systems.
Or Yehuda, Israel – AudioCodes Ltd. (NASDAQ: AUDC), a prominent provider of voice, contact center, and conversational AI solutions, has officially unveiled its groundbreaking AI Agents module, an integral addition to its Live Hub Voice Communications Platform as a Service (CPaaS). This strategic launch is set to transform customer engagement by enabling businesses to deploy advanced, large language model (LLM)-powered voice bots directly onto their existing telephony and customer-engagement infrastructures.
The new AI Agents module is engineered to address critical challenges faced by contact centers globally, including escalating costs, staffing shortages, and the ever-increasing expectations of customers. By automating routine calls, offering instant multilingual support, and augmenting live agents in real-time, AudioCodes aims to improve customer satisfaction and significantly reduce time-to-resolution.
Live Hub, AudioCodes’ self-service cloud platform, already consolidates a suite of powerful applications such as Conversational IVR, Voice AI Agents, Live-Agent Assist, and real-time translation. The integration of the AI Agents module further enhances Live Hub’s capabilities, allowing enterprises to build and run highly intelligent, human-like voice bots. These bots can be created using third-party LLMs, specifically tuned for real-world service journeys.
Key functionalities of the AI Agents module include the ability to upload documents and knowledge sources, connect secure APIs for caller authentication, fetch and update records, and trigger complex workflows. Furthermore, it supports the design of multi-step customer journeys through specialized sub-agents and modular workflows, ensuring seamless handoffs to live agents with full context continuity when human intervention is required.
Shabtai Adlersberg, President and CEO of AudioCodes, emphasized the strategic importance of this development, stating, “Voice AI is becoming a material growth engine for AudioCodes. Live Hub has already proven that enterprises want a single, open platform to modernize customer interactions on the systems they run today. With the introduction of AI Agents, we’re deepening that value, accelerating the deployment of high-quality voice automation, at scale, while preserving governance and protecting prior investments. We believe this expansion meaningfully strengthens our Voice AI line of business and positions AudioCodes for the next phase of growth.”
A significant advantage of AudioCodes’ solution is its native reach across various communication platforms, including SIP trunks, Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS) platforms, on-premises telephony systems, WhatsApp, and WebRTC. This broad compatibility allows enterprises to deploy Voice AI on top of their current investments, eliminating the need for costly and disruptive ‘rip-and-replace’ upgrades.
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AudioCodes, headquartered in Lod, Israel, and incorporated in 1992, continues to innovate in advanced communications software and productivity solutions. The company, which reported $243 million in annual revenue with a robust 65% gross margin, is leveraging its long-term partnerships, including one with Microsoft Corporation, to solidify its market position. The AI Agents module is available immediately to both new and existing Live Hub customers, marking a significant step forward in intelligent customer engagement.
