AI voice agents for customer service excellence
Autonomously resolve complex customer issues with fast, deeply personalized AI voice agents.
Speak to an expertVoice AI agents powered by one unified Reasoning Engine™
Why enterprises choose Ada’s Voice AI
- Natural language, tone & inflection
- Low latency
- Fast, instinctive responses balanced with deep reasoning
- Integrated Playbooks to automate frequent, high-volume SOPs
Listen to a real call
An actual customer call from Branch, a workforce payments platform, featuring Ada’s Voice agent. Recorded in March 2026, edited only to remove personal identifying information.
Voice has always been the hardest channel to transform. With Ada's unified Reasoning Engine, that's changed. Our AI agents can now reason through complex, high-stakes voice conversations with the same intelligence that powers our digital channels.
That means faster, more accurate support when our users need it most, especially in moments that directly impact their pay. By elevating the voice experience, we're reducing friction, resolving issues more efficiently, and ensuring workers get the clarity and confidence they deserve.
VP of Customer Support
Playbooks
Turn your SOPs into automated workflows with Playbooks
Handle complex tasks with structured workflows. Playbooks let your AI agent follow multi-step SOPs using real-time data, without relying on rigid, scripted frameworks.
Coaching
Improve every conversation
Refine tone, context, and answers with Coaching. Updates apply automatically across channels, tightening the loop between insight and improvement.
One intelligence layer
Unified intelligence across channels
Ada’s unified Reasoning Engine™ powers shared intelligence across voice, messaging, and email. Your team manages your AI agent in one place, reducing operational complexity and delivering consistent, brand-aligned experiences everywhere.
Built to handle what scripts can’t. Complex issues, resolved autonomously.
Ada voice in real life
Meet Goldie, Ada’s demo AI agent.
Ask Goldie the questions below to see Ada Voice in action!
Ask how Goldie’s day is going · Tell her to “hold on,” “wait a second,” “repeat that” · Mention if your day’s been rough, kids are noisy, etc. · Jump in and interrupt, she can handle it!
Change the name on your account · Update your zip code · Ask Goldie to spell your first or last name or change the spelling · Make a mistake and watch how she gently guides you back
Ask about an ACH transfer · Request a text with your ACH details · Ask how to set up new payment info · Bonus: ask her to repeat steps or pause while you catch up
Say you’re not feeling safe · Ask to set up a demo · Ask to talk to someone
AI Voice features and capabilities
A new class of agentic CX
Powered by a dual reasoning architecture, voice AI agents answer simple questions instantly and shift seamlessly into deeper reasoning to solve complex issues, minimizing latency and keeping customer conversations flowing.
Natural voice conversations
Built for lifelike voice experiences, with native support for barge-in, seamless context switching, advanced background noise suppression, and more.
Smooth handoffs every time
Confidently escalate high-value or sensitive inquiries to human agents, on your terms.
Speak your customer’s language
Serve customers in 42 languages with a voice AI agent that understands company-specific jargon, out-of-vocabulary terms, and informal speech patterns.
Sync with the systems that power your business
Connect Ada with business-critical systems like Zendesk, Salesforce, and Twilio to automate actions, personalize responses, and unlock faster resolution across every channel.
Frequently asked questions
A traditional IVR is a decision tree. It can only understand a keypress or a small set of spoken commands and fails the moment a caller says something unexpected. Ada's Voice AI agents understand natural language.
For example, a caller can say "I need to update the address on my account and check my last payment," and the AI agent interprets the intent, executes both tasks in sequence, and confirms the outcome, without a human or a menu tree.
For companies replacing legacy IVR systems, the practical difference is resolution: IVR deflects, Ada resolves.
Companies replacing legacy IVR systems with Ada Voice consistently report improvements across three metrics: automated resolution rate, average handle time, and customer satisfaction.
Where traditional IVR deflects calls without resolving them, an Ada-powered AI agent resolves interactions end-to-end, driving automated resolution rates in line with Ada's overall 80%+ benchmark. Handle time drops because the AI agent completes multi-step tasks (authentication, account lookup, transaction execution) within a single call rather than transferring between menus or human agents.
CSAT scores improve because callers speak naturally instead of navigating decision trees and actually get their issues resolved.
Ada Voice resolves high-volume, complex interactions autonomously: account inquiries, balance checks, appointment scheduling, order status, payment processing, policy lookups, and FAQ-type questions.
Interactions that require licensed expertise, emotional judgment, or complex exception handling (a distressed caller, a legal dispute, a multi-party claims situation) escalate to a human agent through Ada's Voice handoff integrations with platforms like Genesys, NICE CXone, Twilio Flex, Amazon Connect, and Aircall.
The full conversation context transfers automatically, so the human agent picks up the conversation in flight without the customer having to repeat themselves.
Ada offers stringent data security and privacy protections for Voice AI, including SOC 2 Type II, HIPAA, GDPR, PCI DSS, and AIUC-1 certifications, with zero data retention (ZDR) across all LLM providers. Customer data is never stored with LLM providers or used to train third-party AI models. PII is redacted according to your configured data policies and never exposed in analytics dashboards or third-party systems.
All interactions are logged at the conversation level for audit and compliance purposes, with retention schedules governed by your enterprise agreement.
Learn more on Ada's trust and safety page.
Yes. Ada Voice integrates with your existing telephony stack, including Twilio, Genesys, NICE CXone, Avaya, Amazon Connect, and other major contact center platforms, through the Developer Toolkit.
For companies with existing IVR or contact center infrastructure, Ada can be layered in without a full telephony replacement. The Ada-powered AI agent handles the resolution layer while your existing routing and recording infrastructure remains in place.
For companies doing a full IVR replacement, Ada's implementation team supports the telephony migration as part of the deployment process.
Ada's Voice AI now supports 42 languages natively: English, French, Dutch, German, Italian, Portuguese, Spanish, Swedish, Albanian, Arabic, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Estonian, Filipino (Tagalog), Finnish, Greek, Hebrew, Hindi, Hungarian, Indonesian, Japanese, Korean, Lithuanian, Macedonian, Malay, Norwegian, Polish, Romanian, Russian, Serbian, Slovak, Slovenian, Thai, Turkish, Ukrainian, and Vietnamese.
Accelerate your ACX strategy
Speak to an expertFunded by the Federal Economic Development Agency for Southern Ontario
Financé par l’Agence fédérale de développement économique pour le Sud de l’Ontario