Voice AI in 2025 is no longer robotic IVR. It's natural, empathetic, and capable of handling complex customer interactions — returns, order tracking, product recommendations — across phone, WhatsApp, and SMS without a human in the loop.
A voice AI agent is an AI system that handles real-time spoken or text conversations with customers — understanding natural language, accessing your business data, and responding appropriately. For structured queries (order status, return eligibility, product availability, delivery tracking), voice AI agents achieve 70–85% resolution rates without human involvement. Complex complaints, high-value escalations, and emotionally sensitive interactions still benefit from human handling — which is why we always build clear escalation paths.
Our voice AI stack includes VAPI for real-time phone AI with sub-500ms latency, ElevenLabs for human-quality text-to-speech voice synthesis, Twilio for telephony infrastructure and WhatsApp Business API, Deepgram for high-accuracy speech-to-text transcription, and Anthropic Claude or OpenAI GPT for the language reasoning layer. Platform selection depends on your latency requirements, language coverage needs, and integration constraints.
We build a WhatsApp Business API integration that gives the AI agent real-time access to your Shopify store: order status lookups by email or order number, product catalogue queries with variant availability, returns policy application, discount code retrieval, and loyalty point balance checks. The agent can initiate Shopify actions — tagging customers, creating return requests — and trigger Klaviyo flows based on conversation outcomes.
Our AI agents support 30+ languages natively, including English, Spanish, French, German, Portuguese, Arabic, Hindi, Thai, Vietnamese, Indonesian, Japanese, and Korean. Language detection happens automatically from the first customer message. For D2C brands in South and Southeast Asia, we also support regional language variants and code-switching patterns — critical for markets where customers mix languages within a single conversation.
Key metrics we track include: containment rate (percentage of interactions fully resolved by AI), escalation rate and escalation reasons (tells you what the AI still can't handle), average handle time vs. human baseline, CSAT scores on AI-handled conversations vs. human-handled (typically within 5–8% of human scores within 90 days), and cost per interaction (typically $0.15–0.80 for AI vs. $4–12 for human-handled equivalents).
Natural language, zero wait time, 24/7 availability — our voice AI agents handle the volume your human team can't, at a fraction of the cost.