DevRev is adding Voice AI to the Customer Agent within its Computer platform. This gives voice agents the same organizational memory as the existing chat and email channels. This allows them to analyze business systems and resolve issues while the customer is still on the line.
Computer continuously synchronizes information from customer data, tickets, orders, code, documentation, and business applications, while maintaining existing permissions. With the new Voice AI, those same agents can now also handle live calls. So it’s not a separate voice product, but an extension of the same channel.
From transferring calls to resolving issues
Many voice agents transfer unresolved calls because they lack access to the right data. DevRev aims to eliminate that problem. “The interesting engineering problem isn’t making an agent sound more natural. It’s giving an agent enough context to make the right decision while the customer is still on the line,” says co-founder and president Manoj Agarwal.
When a call does require a human, Voice AI transfers the full context. The customer doesn’t have to start over. Calls are handled in multiple languages and are recorded and transcribed. The connection to existing telephony systems is via SIP integration.
The architecture behind Voice AI is the same one the company tested with Enterprise-Bench, on which Computer achieved 94.3 percent accuracy, according to DevRev.
Voice AI is immediately available within the agent suite in Computer.
Tip: DevRev challenges SaaS: AI data integration must (and can) be improved