New Agora Platform Facilitates Implementation of Voice AI in Customer Service
Jakarta (ANTARA) – Real-time communication technology platform Agora has introduced a “Conversational AI Agent” to facilitate the large-scale deployment of voice AI technology, particularly within customer service, sales, and marketing sectors.
The solution is designed to help companies deliver artificial intelligence-based voice interactions that are more natural, responsive, and reliable across various customer service scenarios and sales activities.
Agora’s conversational AI platform integrates three core components within a single high-performance system: Agent Studio, Conversational AI Engine, and SDRTN® (Software-Defined Real-Time Network). This integration enables companies to build, manage, and operate voice-based conversational agents more efficiently within a unified technology ecosystem.
Through this technology, Agora delivers smoother conversational experiences with low latency, clear audio quality even on congested networks, and more accurate responses even in noisy environments.
“By addressing the latency and orchestration challenges that have historically limited voice AI development, we aim to help companies deploy conversational agents at scale without compromising customer experience quality,” a company representative stated.
The technology launch is considered particularly relevant in Indonesia, given that the customer service landscape still requires significant modernisation.
According to the Contact Center Service Excellence Index 2025 released by CARRE CCSL (Center for Customer Satisfaction & Loyalty) analysing 399 contact centres with more than 38,000 performance data points, there is substantial demand for customer service improvements in Indonesia, whilst also presenting opportunities for AI agent deployment to enhance response speed, service consistency, and 24-hour customer support availability.
Agora claims its voice AI technology helps companies maintain service quality whilst automating routine customer inquiries. Usage examples include appointment reminders, shipment status updates, technical issue resolution, and billing-related questions.
With these capabilities, companies can provide 24-hour automated customer service without waiting times. Conversations remain natural as the voice AI technology recognises conversation interruptions, making interactions feel more like human communication.
The intelligent automation also improves operational efficiency and case resolution rates. The system enables seamless escalation to human agents when necessary, allowing service teams to focus on more complex customer issues.
The technology can be leveraged for high-impact use cases, including debt collection, payment processing, outbound prospect qualification, interactive surveys, and real-time event polling through natural voice interactions.
Alejandro Pinto Villalba, Executive Director of FasesBI, reported achieving a 10 per cent increase in conversion rates after implementing the Voice AI agent—a figure previously difficult to achieve through manual calls.
“This agent delivers initial offers and incentive explanations very effectively, allowing us to scale data collection and incentive distribution without increasing operational staffing,” he concluded.