Help Center

What is Voice?

Voice is an automatic Customer Service through telephone channels powered by Artificial Intelligence, which uses specialized conversational technology.

It works as a service channel that is nourished by the Knowledge that you've generated in the Aivo platform and is integrated with Google and AWS technologies.Your users will communicate with an internal number and will receive the answers through Voice.

Important: You do not need to make an investment in the local infrastructure, as Voice's infrastructure is redundant and highly available. You can see it in the following image. 

In addition, it uses a SIP connection and provides unlimited channels of care. You can also have an optional local number, depending on where you are.

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How does it work?

Voice uses Google for audio recognition with an effectiveness of ≈ 90%.

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  1. The call comes in and is answered by voice.
  2. The client's audio is processed using STT (Speech To Text) services.
  3. The obtained text is sent to AgentBot as input, obtaining a real-time response.
  4. The text of the response is converted to audio using TTS (Text To Speech) services and that audio is played back to the client.

This way, Voice understands the intentions and responds through natural language.


To learn more about the Voice, read these articles:

How is Voice integrated?

How to create a Voice channel?

How to adapt content for the Voice?

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