Best AI Voice Agents for E-commerce (2026): 

Top Platforms Compared

E-commerce brands don’t lose customers because of poor products, they lose them because conversations aren’t fast enough. Buyers now expect real-time assistance for order status, delivery issues, returns and payments, often beyond business hours. 

That’s where AI voice agents help. Unlike IVRs or basic bots, modern voice agents can understand natural speech and intent, answer calls instantly, pull order data from your systems, resolve common issues and hand off to humans when needed. For e-commerce teams, this means fewer missed calls, lower support costs, and faster resolution.

This list has analysed the best AI voice agents for e-commerce in 2026, focusing on how they actually perform in production, what role they play in your stack and which types of teams they truly fit.

Platform Comparison

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Top 10 AI voice agents for E-commerce (2026)

Plivo

Primary Role in Your E-commerce Stack

• Acts as a backbone for customer-facing automation across order status, delivery issues, returns, COD confirmations and payment follow-ups.
• Replaces basic IVRs and overflow call handling with actual AI-driven conversations that feel natural and can resolve issues or escalate intelligently.
• Serves as an AI voice agent platform and a communications layer, not just a pre-programmed bot or a basic call tool. 

How It Works in Practice

• Runs on native, carrier-grade telephony not dependent on third-party calling plugins, thus reducing latency and call failures.
• Supports real-time inbound and outbound voice, including barge-in, transfers, call recording and queueing.
• Lets you build custom voice agents using no-code instructions (Vibe) or programmatically via Voice, SMS and WhatsApp APIs.
• Handles multi-channel engagement from one platform, making it easier to maintain customer context.
• Integrates into backend systems via webhooks and APIs, so agents can fetch order data, update CRMs, trigger refunds or log tickets.
• Scales globally with direct carrier connectivity and 99.99% uptime, which matters during sales spikes and seasonal traffic.
• Offers easy integrations with CRMs and data tools and e-com apps like Shopify and WooCommerce.

Smart choice if you

• Need reliable, real-time voice automation for customer support or sales in e-commerce.
• Need HIPAA, GDPR, PCI DSS, SOC 2 compliance.
• Want to avoid handling different telephony, AI and messaging vendors.
• Expect call volume spikes during promotions, launches or holidays.
• Plan to expand beyond voice into SMS or WhatsApp without changing platforms.
  
  

Not a fit if you

• Only want a simple chatbot or basic call routing with no backend logic.
• Need a fully packaged, zero-configuration voice bot with no customization.
• Don’t plan to use voice as a serious support or revenue channel.
• Want built-in analytics dashboards without integrating your own reporting tools.

Aircall

Primary Role in Your E-commerce Stack

• Aircall is a cloud-based business phone and customer communications platform that encapsulates voice calls, messaging, contact-center workflows and AI-powered tools to help sales and support teams manage inbound and outbound customer conversations from a single hub.
• Designed to replace traditional desk phones and stand-alone VoIP systems with a modern unified system that supports direct calling, routing, conferencing and analytics without infrastructure.
• Aircall’s AI Voice Agent sits within the platform to automate basic call handling, answer inbound calls using natural language, capture caller details and hand off to humans with customer context.

How It Works in Practice

• Its AI Voice Agent can handle inbound calls 24/7, respond using natural language, capture caller details or FAQs, and escalate with context. 
• Aircall’s broader AI tooling (often sold as an add-on) includes call summarization, transcription, sentiment analysis, action items, key topic recognition and real-time coaching insights to boost team performance and intelligence.
• Aircall integrates deeply with CRMs and helpdesk tools such as Salesforce, HubSpot, Zendesk, Shopify, Gorgias, Intercom, Zoho, Slack and more.
• Supports smart call routing, IVR menus, queueing, power dialers and contextual pop-ups that help agents see caller history and reduce manual steps.
• In addition to voice calls, Aircall can connect WhatsApp messaging with your phone numbers, allowing teams to manage calls, texts, voicemails and WhatsApp messages from one unified workspace.

Smart choice if you

• Want a cloud phone system that replaces traditional telephones and integrates voice + messaging + CRM in one place.
• Are an SMB or mid-market team looking for easy setup and deep CRM/helpdesk integration with real-time call logging and analytics.
• Want AI insights such as call summaries, sentiment analysis and action items tagging to support coaching and quality.

Not a fit if you

• Are looking for standalone, autonomous voice agents that can handle complex transactional workflows (like order lookup, 2-way payment flows, or deep e-commerce logic) without human reliance. A lot of features in Aircall are paid add ons.
• Want carrier-grade telephony control with full low-level API access. 
• Require multi-channel unified conversational state that seamlessly moves between voice, SMS, WhatsApp, and web chat without separate configurations. Aircall integrates channels but isn’t designed as an omnichannel conversational AI platform at the same depth as standalone bot stacks.

Dialpad AI

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Primary Role in Your E-commerce Stack

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• Dialpad is an AI-enhanced unified communications and contact-center platform built on VoIP telephony that combines voice calls, messaging, meeting tools and AI insights into one app.
• Its AI layer focuses on increasing support and sales team productivity by transcribing calls, summarizing conversations, analyzing sentiment and providing live assistance to human agents rather than purely replacing them.
• For e-commerce teams, Dialpad helps streamline customer support calls, sales conversations and agent workflows.

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How It Works in Practice

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• Dialpad’s AI layer is built into its communications platform so transcription, summaries, sentiment tagging and insights happen automatically during calls and meetings. 
• Live coaching and assist cards support tailored guidance during conversations, helping teams improve performance and consistency.
• Its AI Agent and Generative AI features can provide answers from integrated knowledge bases and assist with repetitive tasks like scheduling or information lookups. Although this operates within a supervised environment rather than as a fully autonomous consumer voice bot.
• Dialpad integrates with CRMs and support systems such as Salesforce, Zendesk, and others allowing call data and AI insights to sync into broader e-commerce workflows but developers/administrators need to configure these links during setup.

Smart choice if you

• Want a combined AI-assisted communications and contact-center platform that brings voice, meetings and messaging into a single system with powerful transcription and insights.
• Run a support or sales team that benefits from live coaching, post-call summaries, sentiment analysis, and automated QA workflows.
• Are okay with a human-centric workflow where AI helps agents rather than fully automates customer calls end-to-end.

Not a fit if you

• Want a standalone autonomous voice agent that handles inbound and outbound calls entirely without human support.
• Need native telephony automation APIs for deep programmatic control or highly customized voice bots.
• Require multi-channel conversational continuity across voice, SMS, WhatsApp and other messaging in a single automated AI experience.

Voiceflow

Primary Role in Your E-commerce Stack

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• Voiceflow is a collaborative low-code/visual AI agent platform that helps teams build and deploy custom voice and chat agents without heavy engineering. Designed to automate customer conversations from support to transactional workflows using drag-and-drop flows and business data logic.
• Voiceflow puts the workbench in your hands, giving you control over conversational design, logic, and integrations across channels.
• In e-commerce, Voiceflow is often used for support hotlines, FAQ automation, lead qualification, virtual assistants and prototype voice interactions especially where you want custom behavior tied to backend systems.

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How It Works in Practice

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• You design conversations using a visual workflow canvas that supports branching logic, variables and external API calls making it easier to map complex dialogues.
• Agents can be trained on your business data like product info, order records, policies via a scalable vector database.
• Voiceflow doesn’t host telephony itself; instead it connects through providers like Twilio or Vonage so your voice agent can receive inbound calls and make outbound calls.
• Voiceflow supports team collaboration, shared templates and component reuse so designers and developers can iterate rapidly. 

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Smart choice if you

• Want a no-code/low-code platform to design voice and chat workflows without deep engineering.
• Need highly customized conversational logic tied to your backend systems or data.
• Run cross-functional teams that must collaborate on agent design and iteration quickly.
• Plan to automate support workflows, order inquiries, FAQs or lead capture across voice and chat.

Not a fit if you

• Need out-of-the-box telephony automation with native phone infrastructure. Voiceflow relies on third-party telephony providers.
• Want a fully autonomous voice agent that runs on phone lines without manual integration setup.
• Require production-ready voice performance metrics or carrier-grade latency guarantees.
• Are focused on voice only without chat or UI context.

Cognigy

Primary Role in Your E-commerce Stack

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• Enterprise grade conversational AI platform designed to automate complex customer interactions across voice, chat and messaging by building intelligent AI agents that understand, decide and resolve user intent.
• It’s commonly used in contact centers, service automation and omnichannel workflows where customers use multiple channels (voice, text, social) and expect consistent responses.
• For e-commerce, Cognigy helps automate service touchpoints like support conversations, order inquiries, returns handling and FAQs with AI agents that can grasp intent and navigate conversations dynamically.

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How It Works in Practice

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• Cognigy uses Generative AI, NLP and machine learning to build agents that do more than keyword matching. They can reason through dialogue, recall context and pursue goals within interactions.
• Agents can be deployed across voice calls, chat widgets, messaging and social platforms with shared logic, enabling seamless context.
• Cognigy supports multilingual interactions supporting 100+ languages and large concurrent loads of 25K+ interactions, making it suitable for global e-commerce brands managing peak traffic.
• Built-in dashboards and data feeds (OData) let teams monitor performance metrics, conversation flows and optimize based on real usage.

Smart choice if you

• Need robust omnichannel AI automation across voice, chat and messaging with shared logic.
• Operate a large, international e-commerce operation with high volume and multilingual support requirements.
• Want enterprise-grade integration with existing contact center systems, CRM, ticketing tools and backend APIs.
• Have a technical team or partner to configure, train and maintain sophisticated AI workflows.

Not a fit if you

• Need a standalone plug-and-play voice bot.
• Your priority is simple, requiring phone-only automation.
• You want the fastest path to production with zero customization, setup and customization of NLU, dialogs and backend connections take planning and expertise.

Talkdesk

Primary Role in Your E-commerce Stack

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• Talkdesk is a cloud contact center and customer experience automation platform that helps businesses manage and optimize customer interactions across voice, chat, SMS and digital channels from one unified system. It’s a full CX automation ecosystem with AI agents layered in for intelligent self-service and agent support.
• The platform’s core mission is to automate customer experience workflows end to end, reducing manual work and improving resolution times while keeping context and empathy in place.
• For e-commerce teams, Talkdesk is often used to handle support hotlines, returns calls, order inquiries, live agent augmentation and self-service using both human and AI capabilities.

How It Works in Practice

• Talkdesk’s Autopilot and AI Agents use generative AI and conversational intelligence to automate self-service across voice and other channels 24/7. They can interpret customer intent, respond naturally and escalate when needed.
• Built-in tools like Talkdesk Navigator help with real-time routing and prioritizing inquiries based on context and integrations with CRMs and backend systems let agents retrieve and update order or customer data during automation.
• The platform includes call monitoring, analytics, sentiment scoring and performance insights to help teams improve support quality and train agents more effectively. 

Smart choice if you

• Need an enterprise-grade contact center platform that blends automation with human support across channels.
• Want AI-assisted self-service and agent augmentation rather than just basic scripted bots.
• Run support or service teams with high call volumes where routing, analytics and quality management are key.

Not a fit if you

• Are looking for a standalone e-commerce voice bot system. Talkdesk is primarily a contact center platform with AI layers.
• Want simple phone automation without broader CX complexity.
• Need lightweight plug-and-play voice bots with minimal integration work.

Five9

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Primary Role in Your E-commerce Stack

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• Five9 is a cloud-based contact center platform aimed at automating and optimizing customer service interactions across voice, chat, SMS and other channels. At its core, it helps brands deliver connected, personalized experiences at scale using AI and unified CX tools.
• Its Intelligent Virtual Agent (IVA) and AI Agents are conversational automation layers that can handle self-service interactions like routine inquiries.
• For e-commerce, Five9 is typically used to automate order status, FAQs, returns and basic support calls, functioning as shared infrastructure for AI support rather than a standalone voice-only bot.

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How It Works in Practice

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• Five9’s AI Agents and Intelligent Virtual Agent (IVA) use conversational AI and natural language understanding to automate routine interactions across voice and digital channels. 
• AI Agents combine generative AI, NLP and conversational logic to detect intent, extract key details, tap knowledge integration and deliver customized responses reducing the need for human intervention on routine issues. 
• Five9’s IVA builder offers no-code visual workflows and templates so non-technical teams can configure self-service paths for common scenarios like order lookup, appointment scheduling and password resets.
• Voice quality and presentation are improved with tools like Virtual Voiceover, which can generate high-fidelity, human-sounding speech prompts on the fly, including custom branded voices. 

Smart choice if you

• Need a cloud contact center platform that can centralize voice and digital support and automate repetitive inquiries across channels.
• Want conversational AI that blends generative responses with scripted logic and can escalate smoothly to human agents.
• Care about multi-modal customer journeys that span across voice, chat, SMS and rich media in a unified experience.

Not a fit if you

• Are looking for a standalone, lightweight voice‐only AI bot that you can launch with minimal integration.
• Want to own telephony infrastructure or programmable telephony APIs. Five9 is a packaged cloud service, not a telephony-centric CPaaS.
• Need simple DIY voice automation for a small e-commerce team without contact center context.

Kore.ai

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Primary Role in Your E-commerce Stack

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• Enterprise grade conversational AI platform designed to build, deploy and manage intelligent AI agents across voice, chat and digital channels with focus on service automation, workflow orchestration and customer support experiences.
• It supports brand-aligned, natural voice interactions capable of understanding context, interruptions and topic changes for realistic conversations.
• For e-commerce, Kore.ai offers Retail-focused AI solutions that help deliver 24/7 self-service, answer product and order queries and assist with purchase decisions without human agents.

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How It Works in Practice

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• Agents can operate on voice calls, chat, messaging apps and contact center systems while preserving conversation context across channels.
• The platform includes a visual AI agent builder and orchestration tools, letting both business users and developers design and manage intelligent workflows.
• Kore.ai provides a marketplace with 200+ pre-built enterprise templates to speed up deployment and reduce development time.
• Supports deep integrations with data sources, CRM and backend systems so agents can retrieve, update and act on real business data.

Smart choice if you

• Want a powerful, enterprise-grade conversational platform that lets you build custom, complex voice and chat automations across channels.
• Need deep integrations with backend systems, CRM or order management data so AI can handle conditional logic in real customer workflows.
• Have technical resources to configure, extend and govern AI agents for complex business logic.

Not a fit if you

• Want a prebuilt, lightweight plug-and-play AI voice bot for simple e-commerce queries with minimal integration.
• Need standalone telephony infrastructure or a voice bot you can launch in minutes without orchestration tooling.
• Are looking for pure voice automation without multichannel context or engineered workflows.

Replicant

Primary Role in Your E-commerce Stack

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• Replicant is an enterprise-grade conversational AI platform designed to automate routine customer interactions across voice, chat and SMS. Supports worflow in high-volume support environments where call center load is heavy and manual handling slows response times.
• Its AI agents aim to resolve inbound customer interactions autonomously using natural language understanding and context-aware dialogue to mimic human responders.
• For e-commerce, this means it can handle order inquiries, returns, delivery status, account questions and FAQs without human agents for the bulk of interactions, freeing up seniors for complex cases. 

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How It Works in Practice

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• The platform’s “Thinking Machine” uses speech recognition (ASR), natural language understanding (NLU) and agentic reasoning to interpret and act on customer speech in real time.
• Replicant can automatically handle inbound voice calls by listening, replying, asking for follow-ups and escalating when needed, aiming to resolve up to 80% of interactions without human intervention.
• The platform encapsulates conversation intelligence, automated Q&A along with insights into performance, turning every conversation into actionable data to offer better service quality and AI behavior over time. 
• Replicant projects often go from pilot to production in weeks with pre-built conversational components.

Smart choice if you

• Need 24/7 automation of high volumes of inbound customer calls and messages with a single conversational engine.
• Have complex support workflows including returns, order changes, delivery status, account questions and need reliable voice automation without building from scratch.
• Operate at mid-to-enterprise scale where automation can dramatically cut handling times and want to reduce load on human agents.

Not a fit if you

• Only need lightweight or simple automation. Businesses that want a basic interactive voice bot with minimal backend integration may find Replicant overbuilt.
• Don’t plan to integrate with existing CRM/order systems.
• Want an extremely cheap, no-setup-required solution.

Ada

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Primary Role in Your E-commerce Stack

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• Ada is an AI customer experience platform built to automate service interactions using AI customer service agents that resolve inquiries across channels such as chat, voice, email and messaging. It’s designed as an omnichannel self-service automation platform rather than a simple scripted bot. 
• The core platform lets brands deploy AI agents that autonomously resolve questions, reducing reliance on human agents for repetitive support and freeing up teams to focus on complex e-commerce tasks.
• Unlike narrow chatbots, Ada’s agents are built to interpret context, manage multi-step processes and handle inquiries across multiple languages and channels.  

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How It Works in Practice

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• Users can build Playbooks (guided SOPs) that instruct AI how to handle specific multi-step processes at scale and refine these based on testing and feedback.
• Supports 50+ languages and is designed so that agents learn and improve through simulations, real-world performance analysis and optimization tools. 
• You can simulate conversations, test variations, analyze outcomes and optimize agent behavior before and after launch, giving more control over performance outcomes.
• Though it doesn’t have telephony-native to its own, Ada provides open APIs and backend connectors for integrating CRM, order systems and e-commerce platforms to fetch and act on real customer data during interactions.

Smart choice if you

• Want AI customer service automation across channels with the same logic and context continuity.
• Need to reduce support costs and handle volume spikes without scaling human teams.
• Value multilingual support and contextual reasoning above rigid script-based replies.
• Prefer tools with visual Playbooks and optimization workflows that don’t require deep coding.

Not a fit if you

• Want true telephony-native voice automation. Ada typically integrates with voice channels rather than running native telephony infrastructure.
• Are looking for a simple, lightweight voice bot with minimal configuration.
• Need ultra-low-latency, call-centric performance guarantees.

FAQs

1. What can an AI voice agent realistically handle today?

AI voice agents can handle order status checks, delivery updates, return/refund questions, COD confirmations, appointment scheduling, basic FAQs and call routing. Complex disputes, escalations or edge cases are recommended to move to a human agent.

2. Do I need to replace my entire support team to use AI voice agents?

No. most teams use AI voice agents as a first line of response to handle volume and after-hours calls. Human agents step in only when needed with full context delivered from the AI conversation.

3. How hard is it to set this up for an e-commerce business?

It depends on the platform. Some tools require stitching together telephony, bots and integrations. Others provide native voice, APIs and messaging in one system. Expect anything from a few days for basic flows to a few weeks to make deep integrations.

4. Can AI voice agents connect to my order system or CRM?

Yes, if the platform supports APIs or native integrations. This is critical for real use cases like fetching order status, logging calls or updating tickets. Without backend access, voice agents are limited to surface-level conversations.

5. Is voice really better than chat for e-commerce support?

Voice may not be better for everything but it’s prompt and efficient for urgent issues. Customers call when orders are delayed, payments fail or something goes wrong. AI voice agents help you answer instantly instead of losing the customer to hold music. 

The Most Practical Path to Voice Automation at Scale

Most AI voice tools look impressive in demos but struggle when real customers call at high volumes. The difference comes down to infrastructure. Platforms that rely on stitched-together telephony, bots and messaging often break under load or add operational complexity.

Plivo works because it starts at the network layer. With native telephony, global carrier connectivity across 190+ countries and AI agents that run across voice, SMS, WhatsApp and chat, it’s built for real customer conversations. You can launch fast with no-code tools, integrate deeply via APIs when needed and scale on usage-based pricing without any long-term lock-ins.

If your e-commerce team wants reliable voice automation that actually works in production, not just another tool to manage, this is the most balanced and future-proof choice going into 2026.

Try Plivo Free

Getting started with Plivo is simple, quick and comes with no strings attached. You can sign up for a free trial account and get free credits to explore the platform’s voice, SMS, chat and WhatsApp capabilities before buying credits or subscribing to the platform. 

You can experiment with API calls, add phone numbers and build or test workflows using Plivo’s no-code tools helping you simulate real-life use cases like AI voice agents, automated messaging or multi-channel engagement with your own data and logic. 

Get started with your free trial now and begin building your first insurance agent today.

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