Agora Inc., has introduced its Conversational AI Agent solutions designed to help enterprises deploy scalable voice AI for customer service, sales, and marketing operations.
The new platform addresses longstanding technical barriers that have slowed enterprise adoption of conversational AI, including latency, production complexity, and integration challenges. Built on a unified architecture, the solution enables organizations to build, deploy, and manage voice AI agents capable of handling large-scale real-time interactions.
Industry analysts expect conversational AI to rapidly reshape customer engagement. According to Gartner, conversational AI agents could automate up to 70% of customer interactions by 2027, while by 2028 AI agents may outnumber human sellers 10 to 1. Despite this potential, many organizations still rely on legacy infrastructure that struggles with long wait times, inefficient call routing, and limited automation capabilities.
Agora’s platform tackles these challenges by combining three core technologies into a unified stack:
- Agent Studio: A visual, no-code environment that allows enterprises to quickly design, test, and deploy voice AI agents.
- Conversational AI Engine: An orchestration layer that integrates Automatic Speech Recognition (ASR), Large Language Models (LLMs), and Text-to-Speech (TTS) to enable real-time conversational workflows.
- SDRTN (Software-Defined Real-Time Network): Agora’s globally distributed infrastructure that delivers ultra-low latency and reliable real-time communication.
Together, these capabilities enable natural conversational flows, high-quality voice interactions even on congested networks, and accurate responses in noisy environments through advanced AI noise suppression and voice-locking technologies.
“Voice is the most natural way we communicate, but delivering real-time conversational AI at scale requires infrastructure purpose-built for it,” said Tony Zhao, Founder and CEO of Agora. “By solving the latency and orchestration challenges that have historically limited voice AI, we’re enabling organizations to deploy conversational agents at scale without compromising customer experience.”
Expanding Enterprise Use Cases
The new platform is already being adopted by global organizations to enhance high-volume customer service and outbound engagement workflows.
AI Customer Service Agents help contact centers manage increasing interaction volumes by automating routine requests such as appointment reminders, shipping updates, billing queries, and technical troubleshooting. This allows human agents to focus on more complex cases while maintaining consistent 24/7 support.
Key benefits include:
- Always-on automated support with instant response times
- Natural, interruption-aware conversations
- Improved operational efficiency through intelligent automation and seamless escalation to human agents
Meanwhile, AI Sales and Marketing Agents bring conversational intelligence to outbound engagement, enabling use cases such as lead qualification, debt collection, payment reminders, surveys, and event polling through real-time voice interactions.
Key advantages include:
- Context-aware conversations that adapt messaging dynamically
- Automated identification of high-intent prospects and meeting scheduling
- Higher productivity by reducing manual dialing and screening tasks
Alejandro Pinto Villalba, Executive Director at FasesBI, said: “The challenge with traditional market research is the friction of the initial outreach. By using Agora’s Voice AI agents to invite participants to our survey platform, we’ve seen a 10% conversion rate – a figure that was previously unattainable with manual dialing. The agents handle the initial pitch and incentive explanation flawlessly, allowing us to scale our data collection and reward distribution without increasing our operational headcount.”
With conversational AI adoption accelerating, Agora’s new platform aims to help enterprises modernize customer engagement while unlocking scalable automation across voice-driven interactions.