TLDR: Sendbird Inc. has launched Sendbird Voice AI, a new voice automation solution designed to deliver human-grade customer service conversations. This innovative AI is engineered to handle the complexities of real-world interactions, offering fast responses, high accuracy, and seamless omnichannel integration across 29 languages.
SAN MATEO, Calif. – August 26, 2025 – Sendbird Inc., a leading AI communications platform, today announced the general availability of its groundbreaking Sendbird Voice AI. This new voice automation solution aims to revolutionize customer service by providing human-grade conversational experiences, addressing the common shortcomings of existing AI solutions in handling the ‘messiness’ of real-world interactions.
The company emphasizes that Sendbird Voice AI is not just another voice bot, but a sophisticated system built for the unpredictability of authentic communication. Shailesh Nalawadi, vice president of product management at Sendbird, highlighted the extensive effort put into developing this technology. “We focused on building for voice chaos, which means that when you are texting someone, it’s unlikely that you will hear somebody else’s texts,” Nalawadi stated in an interview with SiliconANGLE. He further elaborated, “We spent a whole lot of time on accents, emotions, interruptions and background noise, mumbling and kind of everything that makes phone conversations real and human.”
Traditional conversational AI solutions often struggle with delivering fast, natural, and consistently helpful interactions, particularly when orchestrating across multiple channels, as noted in Forrester’s ‘The State of AI Agents, 2024’ report. Sendbird Voice AI directly tackles these challenges by integrating seamlessly with web, app, and SMS, ensuring a unified and omnipresent customer experience across all touchpoints.
Key capabilities of Sendbird Voice AI designed to deliver immediate value include:
An AI inbound voice agent equipped with real-time analytics and transcripts.
Support for text-to-speech and speech recognition across 29 languages.
Customization options for accent, language, and tone to align with specific brand identities and clientele.
A robust development environment for testing and transparent insights into AI decision-making processes.
Smooth and efficient AI-to-live agent transfers for complex or emotionally charged escalations.
Nalawadi underscored the importance of context in customer interactions. Sendbird’s system embeds the entire context of a customer’s experience across all channels, allowing conversations to pick up exactly where they left off, regardless of the channel. This eliminates the frustration of customers having to repeat their issues after a disconnection or channel switch.
Furthermore, every deployment of Sendbird Voice AI undergoes rigorous testing against realistic scenarios to ensure accurate intent understanding, on-the-fly adaptability, and effective issue resolution. This is supported by Sendbird Trust OS, which provides enterprise-ready controls for safer and smarter customer interactions.
Sendbird Inc. is a trusted AI communications platform for over 4,000 leading brands globally, including DoorDash, Match Group, Noom, and Yahoo Sports. The company processes over 7 billion conversations monthly, emphasizing reliability, security, and compliance. Sendbird is headquartered in California and backed by prominent investors such as ICONIQ, SoftBank, Tiger Global, and Y Combinator.
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The launch of Sendbird Voice AI marks a significant step forward in autonomous customer support, promising to enhance customer satisfaction and operational efficiency for enterprises worldwide.
