Introducing Voice AI Agents for Contact Centers
Our new Voice AI Agents can handle customer inquiries with human-like conversation capabilities — available in English, French, Swahili, Hausa, and Amharic.
Contact centers across Africa face a common problem: long wait times, high agent turnover, and inconsistent service quality. Traditional IVR systems ("Press 1 for billing, press 2 for support") frustrate customers and fail to resolve complex queries.
Today, we're launching AfriRoute Voice AI Agents — conversational AI that understands natural speech, speaks multiple African languages, and resolves customer issues without transferring to a human agent.
How It Works
Voice AI Agents plug into your existing AfriRoute voice infrastructure. When a call comes in, the AI agent answers, understands the customer's intent, and either resolves the issue or routes to the right human agent with full context.
curl -X POST BASE_URL/v1/voice/agents -H "Authorization: Bearer sk_live_your_key" \
-H "Content-Type: application/json" \
-d '{
"name": "Support Agent",
"language": ["en", "sw", "ha"],
"greeting": "Hello! How can I help you today?",
"knowledge_base": "kb_customer_support",
"escalation_rules": {
"sentiment_threshold": 0.3,
"max_turns": 5,
"transfer_to": "+254700000001"
},
"voice": {
"gender": "female",
"accent": "east_african",
"speed": 1.0
}
}'
// Response
{
"agent_id": "va_01HZ...",
"phone_number": "+254207654321",
"status": "active",
"languages": ["en", "sw", "ha"]
}Key Capabilities
Natural Language Understanding
Understands free-form speech — not just keywords. Handles accents, code-switching (e.g., English-Swahili mix), and colloquial expressions.
Multilingual Support
Speaks English, French, Swahili, Hausa, and Amharic natively. Automatic language detection switches mid-conversation.
Smart Escalation
Detects frustrated customers via sentiment analysis and seamlessly transfers to a human agent with full conversation context.
Real-Time Analytics
Dashboard shows resolution rates, average handle time, customer satisfaction scores, and common query topics.
Use Case: Telecom Customer Service
A tier-1 African mobile operator deployed AfriRoute Voice AI Agents for their prepaid customer service line. The results after 90 days:
Common queries handled automatically include:
- Balance inquiries and data bundle purchases
- SIM swap and port-out requests (with identity verification)
- Billing disputes and payment confirmation
- Network coverage complaints (routed to engineering with location data)
How AfriRoute Uses Voice AI
Voice AI Agents can support teams with workflows such as:
- Developer support: Our support hotline uses Voice AI as the first responder, resolving documentation questions and API troubleshooting before escalating to engineers.
- Incident management: Voice AI calls our on-call team during outages, reads the alert details, and confirms acknowledgment — no pager needed.
Try Voice AI Agents
Available now in our sandbox. Set up your first Voice AI Agent in under 5 minutes.