If you’ve ever faced the frustrating issue of MMS messages not sending on your Android device, you’re not alone. Whether you’re trying to share photos, videos, or other multimedia content, MMS can sometimes be unreliable, leaving you wondering what went wrong.

For businesses, the impact of failed MMS messages is even more critical. It can disrupt customer communications, delay crucial updates, or derail high-stakes marketing campaigns, leading to revenue loss and customer dissatisfaction.

Understanding why MMS issues occur is the first step toward resolving them. In this guide, we’ll break down the most common causes of MMS failures on Android devices and practical solutions to get things back on track. Plus, we’ll explore how Plivo’s MMS API offers a reliable, scalable solution to overcome these challenges, ensuring seamless multimedia messaging for businesses.

Why do MMS issues occur on Android, and how can you resolve them?

Multimedia Messaging Service (MMS) is an indispensable feature for sharing rich media like photos, videos, and audio. However, Android users often face issues with MMS messages not sending, delayed deliveries, and unsupported file types. These problems can be frustrating for individuals and disastrous for businesses relying on seamless multimedia communication.

Addressing these problems requires a deep dive into the most common causes and effective fixes. Here's a detailed look at why MMS messages not sending is a common issue and practical steps to resolve them:

1. File size restrictions

Why it happens: Mobile carriers impose limits on the size of MMS attachments, usually between 300KB and 1MB. If these limits are exceeded, mms messages not sending becomes a frequent problem.

Solution: Before sending an MMS, check the size of your attachments. Use built-in gallery tools or third-party apps to resize or compress images and videos while maintaining acceptable quality.

For Businesses:
When a business launches a marketing campaign using MMS, ensuring that the content fits within these size constraints is crucial. A failure to do so can result in MMS messages not sending, affecting campaign reach and engagement. Plivo’s MMS API helps businesses by:

• Automated image resizing: Automatically optimizing multimedia content to meet carrier requirements.
• Reliable scaling: Supporting large-scale campaigns without manual intervention, ensuring high delivery success rates.

2. Incorrect APN (Access Point Name) settings

Why it happens: MMS relies on APN settings to connect to your carrier’s network. Incorrect or outdated APN settings can block the network connection necessary for MMS, leading to MMS messages not sending.

Solution: Verify your APN details by navigating to Settings > Network & Internet > Mobile Network > Access Point Names. Compare the settings with those provided by your carrier and adjust as necessary. If needed, reset the APN to its default settings.

Practical Tip: Many users overlook APN settings or are unaware of their significance. Providing clear guidance or automated tools to update these settings can significantly reduce the incidence of MMS messages not sending.

3. Mobile data disabled

Why it happens: Unlike regular SMS, MMS requires an active mobile data connection. If mobile data is turned off, it results in MMS messages not sending.

Solution: Ensure mobile data is enabled via Settings > Network & Internet > Mobile Data. Additionally, check with your carrier to confirm your plan includes MMS services and sufficient data allowance. This simple check can often resolve issues of MMS messages not sending.

Plivo Advantage: Plivo’s message queuing automatically retries failed messages when network conditions improve, ensuring higher delivery rates for your business communications.

4. Background data restrictions

Why it happens: Android’s background data restriction settings may prevent your messaging app from handling MMS traffic, leading to MMS messages not sending.

Solution: Disable data restrictions for your messaging app. Go to Settings > Apps > [Your Messaging App] > Data Usage, and allow both background and unrestricted data access.

Example: If a user has enabled data-saving mode while traveling, their messaging apps like Google Messages or Samsung Messages may struggle to download MMS attachments, leading to failed deliveries.

Business Impact:
For businesses relying on MMS for customer engagement, ensuring users have unrestricted data access is crucial for message delivery. Plivo’s MMS API offers message tracking and retry capabilities to minimize data-related failures and optimize delivery rates.

5. Outdated software

Why it happens: Running an outdated Android version or messaging app may cause compatibility issues with MMS protocols.

Solution: Regularly update your device and apps. Check for system updates under Settings > System > Software Update and update your messaging app through the Google Play Store.

6. Weak network signal

Why it happens: MMS relies on a strong and stable carrier network connection. Poor signal strength can disrupt the transfer of multimedia messages.

Solution: Assess your signal strength by observing the network bars on your device. If the signal is weak, try moving to an area with better reception. Adjusting the network mode under Settings > Network & Internet > Mobile Network > Preferred Network Type may also improve connectivity.

MMS for Businesses: Key benefits and how it works

For businesses, MMS is more than just a way to share pictures—it’s a critical tool for marketing, customer support, and internal communications. However, when MMS issues arise, they can significantly disrupt operations, leading to missed opportunities and reduced customer satisfaction.

Why Businesses Rely on MMS

Unlike traditional SMS, MMS supports rich multimedia content such as images, videos, and audio, making it an effective communication tool for businesses across various industries. Whether it’s promoting a product, sharing time-sensitive alerts, or offering personalized support, MMS helps create engaging and impactful customer interactions.

Some Business Use Cases of MMS:

1. Marketing and Promotions
   
   • Send visually engaging content like product launches, discount offers, and event invitations to capture attention and drive conversions.
   • Example: A retail brand uses MMS to share promotional videos and coupon codes, boosting customer engagement rates by 45%.
2. Customer Support Enhancement
   
   • Resolve customer queries faster by sharing step-by-step instructions through images or video clips.
   • Example: A telecom provider uses MMS to send visual troubleshooting guides, reducing support call volumes.
3. Operational Efficiency and Notifications
   
   • Share delivery updates, appointment reminders, and internal communication alerts with employees or customers.
   • Example: A logistics company sends MMS updates with delivery schedules and driver details.

How Plivo helps you stay ahead with reliable MMS solutions

While these troubleshooting steps work for individual users, businesses face a different set of challenges. Ensuring seamless multimedia communication at scale requires a robust, reliable platform. That’s where Plivo’s MMS API shines.

Here’s how Plivo helps you overcome common MMS challenges and simplifies messaging for your business:

• Rich multimedia formats: Send and receive a wide variety of media, including images (JPEG, GIF), videos (MP4), audio (MP3), and even emojis, to engage your audience in a meaningful way.
• Intelligent picture resizing: Automatically resize images for optimal delivery across different carrier networks, eliminating issues caused by file size restrictions.
• Message queuing and retries: Plivo’s MMS API queues and retries messages when network issues occur, ensuring higher delivery rates even during high-traffic periods.
• Multimedia storage: Manage your multimedia assets with ease. Plivo provides built-in storage for inbound and outbound messages, making it simple to access and reuse content for future campaigns.
• Automatic MMS-to-SMS converter: Coming soon, this feature ensures messages reach all recipients, even if their devices don’t support MMS.

Elevate your messaging game with Plivo's MMS API. Whether you're sending promotional campaigns, customer updates, or interactive group messages, Plivo ensures reliable delivery at scale. Backed by a direct-to-carrier network and 24/7 expert support, our platform is built for seamless multimedia messaging. Start your free trial to see how Plivo can transform your communications!

Text messaging is a cornerstone of modern business communication, from sending order updates to delivering critical customer service alerts. However, when texts fail to send, it disrupts operations, damages customer relationships, and hampers business efficiency. In fact, studies indicate that 93% of U.S. consumers have signed up to receive texts from businesses or are interested in doing so as of 2023, highlighting the importance of SMS for immediate customer communication. Delivery issues can lead to significant losses in customer trust.

For industries like retail, healthcare, and fintech, timely communication is crucial. Imagine a healthcare provider failing to send an appointment reminder or a retailer missing a flash sale notification—these lapses can result in missed opportunities and dissatisfied customers.

This article explores the common reasons for text delivery failures and offers practical tips to resolve these issues, ensuring your business maintains seamless communication.

Common reasons texts aren't sending

For businesses using SMS messaging, here are some key reasons why texts may not be delivering:

1. Improper number registration

Mobile carriers require business phone numbers to be registered before texting customers. In the U.S., 10-digit local numbers (10DLC) must be registered with The Campaign Registry, while toll-free numbers need registration through service providers like Plivo or Twilio. Unregistered numbers may experience message filtering or blocking by carriers.

2. Content flagged by carrier filters

Carriers employ sophisticated filters to block messages containing potentially problematic content. These filters help protect consumers from spam, fraud, and inappropriate material. Here's a breakdown of what typically gets flagged:

• SHAFT content (sex, hate, alcohol, firearms, tobacco)
• Other prohibited topics (profanity, cannabis, high-risk financial services)
• Suspicious links or link shorteners
• Excessive spelling/grammatical errors

3. Sending patterns triggering filters

Carrier filters are designed to detect and prevent spam-like behavior in SMS messaging. Certain sending patterns can trigger these filters, potentially leading to blocked messages or penalties for the sender. 

• Repetitive messaging: Sending identical or very similar messages repeatedly, especially without receiving replies, can be flagged as potential spam.
• High-volume sending: Dispatching a large number of messages in a short time frame can overwhelm carrier systems and trigger spam filters.
• Frequency considerations: While there's no universal rule for daily text limits, carriers monitor the frequency of messages from individual senders.
• Time-based patterns: Sending messages at odd hours or in rapid succession can raise red flags with carrier filtering systems.
• Lack of engagement: A low response rate or high number of opt-outs can indicate to carriers that messages may be unwanted.

4. International messaging complexities

International messaging complexities present significant challenges for businesses engaging in cross-border SMS communications.

Regulatory Variations:

• Country-specific rules: Each nation has its own set of regulations governing SMS marketing and business communications.
• Consent requirements: Opt-in procedures and consent management vary widely between jurisdictions.
• Content restrictions: Some countries have stricter content guidelines than others, particularly for sensitive topics.

Examples of country-specific regulations:

• Canada: Canadian numbers can only be texted using toll-free numbers for business communications.
• European Union: GDPR imposes strict data protection and consent requirements for messaging.
• China: All SMS content must be pre-approved by Chinese authorities before sending.
• Australia: The Spam Act 2003 requires explicit consent and easy opt-out methods for commercial messages.

Technical considerations:

• Number formatting: Different countries use various formats for phone numbers, which can affect message routing.
• Character encoding: Some languages require specific character sets, impacting message length and delivery.
• Time zones: Sending times must be carefully managed to comply with local regulations on acceptable hours for business communications.

5. Technical issues

Hardware problems with carriers or service disruptions with SMS providers can significantly impact message delivery. Here are some carrier infrastructure issues:

• Network outages: Carriers may experience temporary or prolonged outages due to equipment failures, power issues, or natural disasters. During these periods, SMS messages cannot be routed through the affected areas.
• Capacity overload: During high-traffic periods (e.g., holidays, major events), carrier networks may become congested, leading to delayed or failed message deliveries.
• Hardware failures: Critical components like SMS centers (SMSCs) or routing equipment may malfunction, disrupting the flow of messages.
• Maintenance windows: Scheduled maintenance on carrier networks can temporarily halt or slow down message processing.

SMS provider service disruptions:

• API outages: If an SMS provider's API experiences downtime, messages sent through that service will fail to be delivered.
• Server issues: Problems with an SMS provider's servers (e.g., database failures, software bugs) can prevent message processing and delivery.
• Routing problems: Issues with message routing algorithms or connectivity between the provider and carriers can cause delivery failures.
• Third-party dependencies: SMS providers often rely on multiple carriers and other services. Issues with these dependencies can cascade into delivery problems.

6. Recipient-side issues

Recipient-side issues can significantly impact SMS delivery success. 

Invalid or deactivated phone numbers:

• Numbers change or become inactive over time
• Typos in database entries lead to non-existent numbers
• Temporary deactivations during number porting processes

Landlines without SMS support:

• Many traditional landlines can't receive text messages
• Some VoIP services may not support SMS
• Business phone systems often lack SMS capabilities

Unsubscribed contacts:

• Users who have opted out cannot be messaged legally
• Unsubscribe requests must be honored promptly
• Some users may report messages as spam even after opting in

Phone settings filtering unknown senders:

• iOS and Android offer built-in spam filtering features
• Third-party apps can block messages from unknown numbers
• Carrier-level filtering may quarantine messages from unfamiliar senders

Tips to resolve text delivery issues

To improve SMS delivery rates and avoid common pitfalls, consider implementing these best practices:

1. Choose the right service provider

A reliable texting service provider plays a critical role in ensuring seamless SMS delivery. Look for providers that:

• Offer excellent customer support.
• Assist with phone number registration to meet regulatory standards.
• Have strong user reviews on platforms like G2 and Trustpilot.

2. Adhere to compliance rules

Regulatory compliance is essential in the texting industry. To avoid carrier filtering or blocked messages:

• Ensure your texting number is properly registered.
• Collect explicit SMS opt-ins from recipients.
• Familiarize yourself with industry-specific guidelines and follow them diligently.

3. Optimize your message content

Carrier filtering often targets messages with inappropriate or questionable content. To stay compliant:

• Avoid using profanity or prohibited topics.
• Keep your messages professional and concise.
• Proofread carefully before sending.

Well-crafted, thoughtful content helps ensure that your texts bypass filters and reach recipients.

4. Mind your timing and frequency

When and how often you send messages can impact delivery rates. To optimize timing:

• Schedule marketing messages during business hours.
• Limit the frequency of texts to avoid overwhelming recipients and triggering carrier blocks.

5. Maintain a clean contact list

Maintain up-to-date SMS contact lists by:

• Removing unsubscribed contacts
• Eliminating invalid numbers
• Updating contact information as needed

6. Monitor and track performance

Many SMS platforms provide analytics on message delivery rates. Use these tools to:

• Identify trends or issues in message failures.
• Remove problematic contacts or adjust your strategy based on insights.

These practices can help you minimize delivery issues and maintain effective communication with your audience.

While implementing these best practices can significantly improve your SMS delivery rates, partnering with a robust SMS API platform like Plivo can provide additional tools and support to address text delivery issues more comprehensively.

How Plivo's SMS API platform can solve text delivery issues

By leveraging Plivo’s robust features, businesses can overcome common SMS delivery challenges while also enhancing their overall communication strategy.

1. Programmatically send and receive text messages

With Plivo's SMS API, businesses can programmatically send and receive text messages, enabling global customer interaction at scale. Whether you're using SMS for customer support, marketing campaigns, or transactional messages, Plivo's reliable API ensures your messages reach recipients quickly and efficiently.

2. Enable your applications with SMS in minutes

Plivo makes it easy to integrate SMS capabilities into your applications. Whether you're sending confirmation texts, alerts, or reminders, you can enable SMS functionality in just a few minutes, ensuring your messaging service is up and running without delay.

3. Two-Factor authentication (2FA)

Plivo's platform supports Two-Factor Authentication, enhancing the security of your applications by sending dynamic verification codes. This is essential for businesses that need to secure user accounts and protect sensitive information at scale.

4. Alerts and Notifications

Plivo’s SMS API allows you to send automated alerts, notifications, and reminders to your customers. Whether you're notifying users of account changes, shipping updates, or system maintenance, Plivo ensures your messages are delivered reliably, even at high volumes.

5. SMS autoresponder

Plivo’s SMS Autoresponder feature ensures that your customers receive prompt responses, even when you’re away. Automate responses to common queries or set up out-of-office replies, providing a seamless customer experience.

6. Great delivery even at high scale

Plivo ensures excellent message delivery rates, even when sending high volumes of messages. With features like smart queueing for carrier compliance and local connect for higher open rates, your messages will reach their intended recipients with consistency.

With Plivo's SMS API, you can improve SMS delivery and create an efficient, scalable messaging system for your business. Whether you're handling customer communication or running marketing campaigns, Plivo provides the tools you need to send messages reliably and securely. Learn more about Plivo’s solutions here.

Common Reasons Texts Aren't Sending

1. Carrier verification requirements for numbers

2. Differences between P2P and A2P messaging types

3. Presence of illegal content in messages

4. High frequency of text messages marked as spam

5. Suspicious links causing delivery issues

6. Prohibited mass texting platforms in certain regions

7. Invalid phone numbers in contact lists

8. Contacts opting out of receiving messages

9. Billing issues affecting message delivery

10. Incorrect phone settings for receiving SMS

11. Carrier experiencing technical difficulties

Initial Troubleshooting Steps

1. Restart the device

2. Check for system updates

3. Verify network connection

4. Use 'Send as Text Message' option

Verify External Factors

1. Ensure not blocked by recipient

2. Check for carrier network issues

3. Check Apple System Status or equivalent for outages

Device-Specific Solutions

1. Clear messages cache

2. Ensure proper installation of SIM card

3. Quit and restart the Messages app

4. Turn Airplane Mode on and off

Adjust Settings for iMessage and SMS

1. Reactivate iMessage in settings

2. Confirm message type is supported

3. Turn on Group Messaging and MMS Messaging

4. Check and correct phone's date and time settings

Update and Reset Settings

1. Reset network settings

2. Update carrier settings periodically

3. Update iOS or device operating system

Address Messaging Platform Limitations

1. Comply with local regulations on message timing

2. Ensure message length and content type fit carrier allowances

3. Adapt to platform limitations for message delivery

Conclusion

1. Importance of correct message type and method for delivery

2. Consider reaching out to customer support for unresolved issues

Experts project the global Voice over Internet Protocol (VoIP) services market to reach USD 361.53 billion by 2031. This growth is driven by businesses seeking more flexible, cost-effective solutions for their communication needs. However, to meet customer expectations, VoIP call quality must remain front and center.

With a staggering 93% of customers expecting their issue to be resolved on the first call, businesses are under increasing pressure to provide efficient customer service.

Good VoIP call quality can make or break the customer experience. In this blog post, we will explore 11 steps to ensure your VoIP calls show just how committed you are to great service.

The inside scoop on call quality

Call quality refers to the clarity and reliability of a voice call when using a VoIP phone system. It includes factors like audio clarity, the absence of delays or dropped calls, and the communication flow between the caller and agent.

More than technical metrics, good VoIP call quality ensures a smooth experience, customer satisfaction, and business success.

Poor call quality often results from choppy audio or dropped calls caused by network congestion, insufficient bandwidth, or a poor internet connection. For more in-depth insights, let’s understand the process of VoIP data transmission and what affects the call quality in a VoIP system.

Process of VoIP data transmission over calls

VoIP calls turn sound waves into digital signals and packetize them for transmission before reconverting them into sound waves as they reach the other end. Here are four key steps involved in data transmission:

• Signal conversion: When you speak into the VoIP device, it captures your voice as an analog signal. VoIP codecs turn the analog signal into digital data and break it into small digital packets.
• Data transmission: These digital packets are then transmitted over the internet. Every data packet travels the fastest route possible.
• Signal reassembly: As it reaches the other end, the VoIP system decodes and reassembles the data packets into an analog audio stream.
• Protocols and codecs: Session initiation protocol (SIP) handles the call lifecycle from connection to end, while an audio codec compresses and decompresses spoken words.

The source(s) of your VoIP problems

VoIP call quality issues arise when there’s a failure in packet transmission.

As mentioned, analog sound gets converted to packetized digital data. These voice packets travel through the user’s device, the router, the VoIP provider’s media server, and the carrier network before reaching the recipient's device.

Each step in this process presents an opportunity for call quality issues. Network issues such as packet loss, bandwidth usage, and insufficient internet connection speed can result in poor call quality.

To improve VoIP call quality, you’ll need to ensure smooth packet transmission. While you cannot control issues on the recipient's end, you can follow best practices for call quality for your browser software development kit (SDK).

Types of VoIP call quality issues

Here’s a list of some common call quality issues faced in VoIP systems.

• Audio latency: Latency can cause delays in audio delivery, leading to awkward timing where participants may speak over each other.
• Jitter: Jitter in VoIP calls means skipped audio or silent gaps caused by irregular packet delivery, which disrupts the rhythm of conversation.
• Packet loss: Missing or delayed data packets, often due to bandwidth restrictions or unreliable internet connections, can result in missing audio.
• Poor network connections: Weak or unstable internet connections can degrade call quality, causing latency, jitter, and packet loss.
• Codecs used: Low-bandwidth codecs may compromise audio quality.
• Quality of Service (QoS) policies: QoS settings that don’t prioritize VoIP traffic cause network congestion, which negatively impacts call quality.

How to improve VoIP call quality when hiccups strike

Here are 11 steps to enhance VoIP performance.

1. Monitor call quality

Monitoring VoIP call quality is essential for identifying and resolving issues.

Track call quality metrics such as jitter, packet loss, and mean opinion scores (MOS) with tools that give visibility into network health. You can also enable logging for individual devices to track events of errors. Network management software can help monitor bandwidth usage.

Improving VoIP call quality also involves enhancing the customer experience once calls are connected. Actively respond to complaints about choppy audio, echoes, or dropped calls.

Consider upgrading VoIP equipment and implementing an effective IVR (interactive voice response) system to streamline customer interactions. When cross-referenced with objective metrics, subjective issues can help identify and resolve call quality problems.

For instance, VoIP service providers like Plivo offer Call Insights to track key metrics.

Plivo’s Call Insights help assess call quality for packet analysis of voice traffic. The Call Summary Dashboard summarizes performance data and segments calls by subaccount, geo-location, hangup details, carrier network, and device metadata.

It also lets you collect end users’ feedback with the Call Quality Feedback API to determine the root cause of frequently reported issues.

Using this feature, you can obtain detailed call statistics of each call to troubleshoot VoIP issues. Additionally, it becomes convenient to discover patterns by drilling down the key vectors influencing quality and correlate them with audio quality issues.

2. Upgrade your router

Most small and medium business routers are basic and require little maintenance. If you're scaling your business and experiencing VoIP call issues, consider upgrading your router. Choose a router compatible with SIP and VoIP for better call quality and high-speed connectivity.

An upgraded router offers advanced features, such as QoS settings to prioritize VoIP traffic, implement jitter buffers, and segment voice traffic with a virtual local area network (VLAN). These features ensure smoother voice communication by reducing latency and packet loss.

3. Increase bandwidth

Voice packets pass through routers and servers before reaching the other end, and any congestion in the route can degrade VoIP call quality.

Network congestion occurs when multiple applications use bandwidth simultaneously, much like traffic on a busy highway, slowing down communication.

Opt for higher bandwidth if your network cannot handle several devices and users. This offers speedier data transfer when multiple users or devices are logged in simultaneously, lowering congestion and increasing overall VoIP call quality.

4. Configure QoS

Another way to beat congestion is to prioritize VoIP calls on your network.

Network prioritization involves adding dedicated lanes for VoIP calls, ensuring that voice packets have the bandwidth to travel smoothly.

Configure QoS to prioritize VoIP calls over other data types on your network to reduce VoIP latency and packet loss. Setting up QoS for VoIP involves configuring the router’s bandwidth settings to optimize VoIP network settings, which may require assistance from an IT professional.

5. Set up a jitter buffer

Another way to beat network congestion or packet loss is by setting up a jitter buffer. A jitter buffer helps smooth VoIP call quality by collecting, storing, and sending voice packets at even intervals.

While the jitter buffer may introduce a slight delay due to packet processing time, it will reduce interruptions caused by packet delivery inconsistencies. More stable and clear voice communication significantly enhances the call experience.

6. Segment traffic with a VLAN

A VLAN enables devices of any geographical location to share a connection to specific servers.

Segmenting voice traffic with a VLAN prioritizes VoIP calls over other data, improving call quality even in large or distributed networks. Therefore, VLAN is a network prioritization method for businesses operating in multiple locations or operating a VoIP call system with remote workers.

Most enterprise networks support VLAN configuration, so check with your network provider to see if this option is available.

7. Purchase a high-quality headset

Headsets can also be a VoIP call quality hazard as they may be prone to connectivity and sound issues.

Some headsets may not be compatible with certain operating systems, while some have advanced features that detect long silences and disconnects. In addition, certain headsets also have microphones that pick up incoming audio, prioritize one-way audio, and cause sound distortion.

Purchase high-quality wired VoIP headsets as wireless headsets can have adapter and driver configuration issues that cause static or white noise. What’s more, headsets with noise-canceling features can ensure call quality even in noisy environments.

8. Choose the right codec

The codec you choose for your VoIP phone system will determine bandwidth usage and affect call quality. Codecs like G.711 offer excellent sound quality but consume more bandwidth. Others, like G.729, focus on maximizing compression to reduce bandwidth usage at the cost of some audio quality.

Consider the impact of these codecs during peak usage times — G.729 may result in a few lost packets. Still, it may provide better VoIP bandwidth management, improving overall call quality.

9. Avoid WiFi

WiFi coverage is often spotty, especially in larger office spaces with network congestion. It wasn’t designed for real-time applications like VoIP, and multiple devices on the network can compete for bandwidth, degrading call quality.

If you’re facing VoIP call quality issues, consider a wired ethernet connection over WiFi for a stable internet connection.

Ethernet connections help avoid interference from other devices, such as smartphones and microwaves, which can cause crackling or humming sounds during calls.

10. Prioritize mobile phone traffic

VoIP systems offer the flexibility of mobile apps, allowing users to make VoIP calls from mobile phones. While some features may be limited to desktop apps, mobile VoIP calls provide remote work advantages for sales and support teams.

In terms of voice quality, VoIP calls made on a mobile phone are similar to voice-over-IP methods like FaceTime audio.

A strong LTE connection is usually sufficient for maintaining high VoIP call quality. You can prioritize VoIP traffic on your mobile device by disabling cellular data for other apps to improve VoIP call quality.

Pro Tip: Avoid relying on shared internet connections due to potential network congestion when using public WiFi.

11. Improve call handling with a well-designed IVR

A well-designed IVR system is essential for improving VoIP call quality and enhancing customer satisfaction.

With Plivo’s PreAnswer feature, you can engage callers before they connect to a live agent. Offering helpful information, promotions, or answering FAQs while they wait keeps them informed and reduces the strain on agents. This leads to shorter wait times, fewer call drops, and a hassle-free experience.

Creating an intuitive IVR menu prevents confusion and frustration. It’s also vital in businesses that handle sensitive information like banking. Integrate clear, concise, and easy-to-navigate IVR menus to reduce call wait times and improve customer satisfaction significantly.

Keep testing and optimizing the IVR for peak traffic to ensure quick routing and smooth call handling during busy times.

VoIP calls made seamless with Plivo

If your team faces issues with VoIP call quality, try these steps and eliminate stuttering, echoes, dropped calls, or other communication disruptions.

Plivo’s Voice API offers VoIP services with powerful features like call forwarding, call recording, and call analytics. It integrates voice calls into your browser and mobile applications to ensure exceptional call quality. The advanced call insights facilitate:

• Proactive call quality monitoring
• Quick identification and troubleshooting of VoIP issues
• Detailed call statistics
• User feedback gathering

For a smoother communication experience, contact us today and see how Plivo can improve your VoIP call quality.

Voice AI technology drives a $12 billion market projected to quadruple by 2029. Major companies such as Amazon, Apple, and Google have already demonstrated its potential. Today, voice AI is much more than simple command systems and preset responses — it handles complex conversations, grasps context, and provides human-like interactions at scale.

For business leaders and developers, this translates to automated customer support, multilingual communication, and accessible digital experiences. With 157 million users expected to rely on voice agents by 2026, companies need to integrate Voice AI to stay competitive.

Here's your guide to voice AI's components, applications, and business impact.

What is an AI voice?

AI voice is a technology that simulates human-like speech from text inputs or other sources using deep learning models trained on real voice data. It creates natural-sounding voices that can be customized based on gender, age, accent, and emotions.

Using AI voice agents in businesses means you slash support costs and offer 24/7 availability — like Bank of America's virtual assistant Erica, which handles over 2 billion customer interactions.

With AI voice, you can automate customer service, handle high call volumes, and provide consistent service quality across all customer interactions through voice bots and IVR systems. Modern AI voice tools analyze speech context, understand user intent, and generate appropriate responses without human intervention.

How do AI voices work: A detailed breakdown

AI voice systems convert human speech into actionable computer responses through five core components — each handles a specific task in the voice interaction chain. Here’s a walkthrough of these components.

Automatic speech recognition (ASR)

                                                                                                                                         Source

ASR is the first step to speech-to-text conversion. When users speak to a voice assistant or call customer service, ASR converts their speech into text in a few steps:

• Audio capture: First, ASR captures audio through your microphone and splits it into tiny segments of 10-20 milliseconds. It then converts these segments into spectrograms — visual maps that show sound frequencies over time.
• Sound analysis: Deep learning models analyze these spectrograms and match them to phonemes (basic speech units). The system's neural networks break down the audio, compare it against existing speech patterns, and identify matching words from its data pool.
• Noise management: ASR filters out background noise and audio glitches that could affect accuracy before processing the text.
• Speech processing: Finally, a language model combines the identified phonemes into words and sentences. It checks the probability of word combinations to ensure that the transcription makes sense in the user's target language.

Modern ASR handles diverse accents, speaking speeds, and background conditions. The flexibility makes it effective for customer service, voice commands, and automatic transcription.

Natural language processing (NLP)

Next, NLP converts the text from ASR into meaningful actions. Here's how:

• Text breakdown: NLP splits user input into analyzable chunks and runs a syntactic analysis (checking word patterns and sentence structure). 
• Meaning extraction: The system collects the core meaning from text and analyzes it semantically (context and word relationships) to understand the user intent.
• Entity recognition: NLP spots and labels key information like customer names, account numbers, dates, and locations to process requests.
• Intent classification: The system identifies the specific action a user wants to take, whether it's checking a balance, scheduling an appointment, or filing a complaint.
• Sentiment analysis: NLP looks at word choice and phrasing to gauge user emotions and helps systems respond appropriately to satisfied or frustrated customers.

Dialog management

                                                                                                                                      Source

Dialog management links the voice AI components together. It controls voice AI conversations through two core processes:

1. Dialog modeling

The system records essential information to maintain the conversation state. It tracks discussed topics, stores user-provided details and identifies missing information needed to complete requests. This data is often structured into slots in a form populated with values gathered during the interaction. 

For example, in a hotel booking conversation, it tracks check-in dates, room preferences, and guest information until all required fields are complete.

2. Dialog control

The system determines the next action based on the collected information. It decides when to request missing details, verify unclear inputs, or proceed with task completion. Confidence scores guide these decisions; high scores lead to task execution, while low scores trigger clarification requests.

For example, if the check-in date is unclear when booking that hotel room, the system will ask for confirmation before proceeding.

Natural Language Generation (NLG)

The process converts system decisions into human-friendly responses. It begins when NLG receives input from the dialog management system. This input contains the intent and relevant information needed for the response.

The system then structures this data into a logical sequence and applies grammar rules specific to each language.

For example, when recommending a product, the system converts structured data like: recommend(product="Premium Plan", features="24/7 support, unlimited calls") to natural responses: "Would you like to try our Premium Plan with 24/7 support and unlimited calls?"

Text-to-speech Synthesis (TTS)

Text-to-speech technology converts written text into spoken words. It follows these steps:

• The process starts with text analysis, where the system breaks text into processable units.

• Next, it converts these units into phonetic symbols that represent speech sounds.
• The system then adds prosody — the patterns of rhythm and sound in speech. This includes marking where to pause, which words need emphasis, and how to adjust tone.
• Finally, deep learning models generate audio waveforms that produce the actual speech output.

Modern TTS systems support different languages and voices and process thousands of requests simultaneously.Putting it all together: The voice AI workflowVoice AI creates a continuous cycle of speech processing and response generation. Here's how the components connect:

1. ASR captures user speech and converts it to text. When a customer asks, "What's my account balance?" ASR processes the audio and produces text output.
2. NLP analyzes this text to identify the user's intent — for example, checking account balance. It gathers key details like account references and command types.
3. The dialog manager takes this processed request and checks if it has all needed information, retrieves the account balance from the connected system, and decides how to present this information to the user.
4. NLG formats the response and turns raw data like "balance: $1,245.50" into a clear statement: "Your current balance is $1,245.50."
5. TTS converts this text response into spoken words delivered to the user through speakers or phone lines.

Plivo's Voice API lets you add call functionality across devices through server-side software development kits (SDKs) in multiple programming languages. You can create interactive voice response (IVR) menus with speech recognition, set up real-time coaching for agents, and detect answering machines for smart responses.The platform processes voice interactions in 28 accents across many languages and supports dual-channel call recording with encryption. Debug logs monitor performance, while webhooks keep you updated on on-call status.

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AI voice applications

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Voice AI is shifting business operations across industries with measurable impact. Let’s look at how these sectors leverage this technology.

Customer service

Voice AI balances automating interactions and conversation quality to deliver stellar customer services to businesses. The technology uses IVR systems to understand

natural language, route calls based on intent, and resolve common issues without human agents. These systems collect customer data, maintain conversation context, and transfer complex queries to live agents with relevant background information.

And the business impact — voice bots will reduce agent costs by $80 billion by 2026, with market growth projected at 23.3% through 2028.

Voice AI handles essential functions like intent detection, authentication, and technical troubleshooting. Companies see measurable results, too — 24/7 availability, simultaneous processing of thousands of conversations, and consistent response quality.

Plivo CX delivers these results with enterprise-grade IVR systems and voice bots that integrate with major platforms like Salesforce and Zendesk.  With this, you can:

• Integrate your voice AI with existing customer relationship management (CRM) systems.
• Monitor performance through real-time analytics, coach agents live, and optimize operations with 99.99% uptime.
• Deploy voice bots that process queries across 220+ countries and territories.

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Also read: How to Use AI to Analyze Phone Calls and Improve Customer Experience

Content creation

AI voice technology improves content production across multiple channels. For example:

• Podcasting creators use AI generated voices to convert written scripts to audio episodes without studio equipment.
• Marketing teams use AI voice generators for consistent brand messaging through video voiceovers, multilingual ads, and customer service greetings.
• Companies clone brand ambassador voices (with consent) for message consistency at scale.
• Publishers and authors turn books into audiobooks in days rather than weeks.

Accessibility

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Users with disabilities need more inclusive digital experiences. Yet, 98% of websites fail basic accessibility standards, which limits access to millions of potential users.

Businesses can fix this through AI voice to help users with visual impairments access digital content through advanced screen readers. Unlike traditional robotic voices, AI voice creates natural-sounding speech that improves comprehension and engagement. This matters for businesses because:

• Users spend more time with accessible content.
• Companies meet Web Content Accessibility Guidelines (WCAG) compliance requirements.
• More customers can access digital services independently.

AI voice converts written materials into audio formats for education and training to support employees with dyslexia or reading challenges.

Online retailers use AI voices to read product descriptions and reviews to make shopping accessible to visually impaired customers. The result? Increased sales plus brand loyalty among previously underserved groups.

Entertainment

AI voice helps reduce costs and speed up content delivery across multiple formats. The key applications are:

• Gaming: Create character voices and test dialog variations during development.
• Film and TV: Dub content in multiple languages and maintain continuity when human voice actors aren’t available.
• Advertising: Produce regional ad variations with a consistent brand voice.
• Animation: Generate character voices without multiple studio sessions.

Benefits of AI voice for businesses

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Here’s what AI voice means for your business:

• Streamlined customer support: Customer support teams handle cases faster through smart voice routing. The system qualifies leads, sorts urgent cases, and directs conversations to specialized agents based on intent recognition.
• Refined customer experience: Support teams receive prioritized call queues based on real-time voice sentiment analysis. The NLP engine learns from each interaction to refine responses, boosting customer satisfaction (CSAT) scores.
• Personalized and automated customer interactions: The platform learns to build customer profiles from each interaction. Voice patterns and conversation history shape responses so each conversation feels natural and informed.
• Reduced customer support costs: Voice automation cuts training costs and agent onboarding time. As the system manages routine conversations through NLP engines, new team members handle complex queries sooner.
• Used by differently-abled customers: Screen reader integration and voice commands make your services work for everyone. Customers with different abilities complete transactions independently using ASR technology.

Also, with Plivo-powered context-aware AI Voice Agents trained on knowledge base of choice, businesses can effortlessly manage everything from scheduling appointments and sending reminders to offering tailored financial advice. Boost your sales with AI-driven shopping assistance, break down language barriers in education through real-time translations, and provide outstanding customer support without a hitch. The possibilities are endless!

For your customers, this means:

• Self-serve: Customers get things done through simple voice commands. They check order status, update accounts, and solve issues without ever touching a keypad or screen.
• One-time data collection: Customers share information once, and you use it everywhere. The voice system securely stores customer data and shares it across your support channels so no one repeats their story.
• Less friction in communication: Voice AI removes communication barriers by letting customers speak in their language. They get instant answers 24/7 without navigating complex phone menus or facing language problems.

The future of AI voice technology and ethical considerations

Voice AI now combines multiple technologies to solve real business challenges. Some emerging voice AI trends include:

• Advancements in NLP create systems that learn your preferences and work habits, making every interaction count. Support teams can now communicate globally as these systems handle multiple languages, accents, and dialects.
• Voice systems work with cameras and motion sensors to understand what you see and do. Visual AI and gesture recognition let you control devices naturally in smart environments.
• The technology reads vocal patterns to detect your mood through tone analysis and deliver empathetic responses.
• The system learns your work patterns and routines through user profiling to respond based on contextual awareness (user location, schedule, and recent activities).
• Voice cloning lets you customize how the system speaks — use your own voice or choose from a library of options. The voice adapts to match different situations and conversations.
• Edge computing processes voice commands directly on your device, giving you instant responses and offline functionalities. Your data stays local instead of going to cloud servers, protecting privacy.
• Internet of Things (IoT) integration predicts what you need based on your habits and responds without you having to activate it first. One voice interface controls all your smart devices.

For those building and deploying these systems, privacy is crucial. Voice data needs data security protocols and consent policies. Voice cloning and sentiment analysis need guidelines to protect users and their data.

Your success with voice technology depends on getting this balance right. Build in privacy and security from the start, set clear guidelines, and you'll create systems your users trust and value.

Transform your communication strategy with Plivo Voice AI

With Plivo, there’s no room for privacy and security concerns. The enterprise-grade Voice AI platform provides the security protocols and infrastructure to launch context-aware voice bots while protecting customer data. You get immediate access to:

• AI integration: Connect with any STT, TTS, or LLM provider through simple APIs for maximum flexibility.
• Rapid recovery: Switch to backup networks in less than two seconds during outages to maintain operations.
• Dialog management: Maintain conversation context and natural flow across all interactions.
• Performance analytics: Track and optimize voice bot performance through detailed metrics and insights.
• Crystal-clear audio: 16kHz high-quality audio for smooth interactions.
• Unmatched reliability: 99.99% platform uptime for uninterrupted service.

Automate your support operations with Voice AI. Contact us to build your voice AI strategy.

Businesses have plenty of options when choosing CPaaS (Communications Platform as a Service) platforms, but two top contenders often stand out: Telnyx and Twilio. Both are feature-rich and reliable but excel in different areas.

For instance, Telnyx boasts a 91% customer satisfaction score, significantly outperforming Twilio in the category. Meanwhile, Twilio offers tiered support plans with varying response times and costs to accommodate diverse business needs.

The best communication platform for businesses rounds out the existing gaps of your CPaaS platform. Plivo is one such provider (we’ll explore it later in the article).

So, how do Telnyx and Twilio stack up? Let’s dive into a Telnyx vs. Twilio comparison to help you decide which fits your needs the best.

Telnyx vs. Twilio: A quick comparison

Before we dive into a detailed comparison, here’s a brief overview of both CPaaS platforms. Read on for an in-depth analysis of Twilio features, Telnyx capabilities, Telnyx API features, and their pricing structures.

Note: As per G2’s comparison report, Telnyx is rated an impressive 8.9 out of 10 as a CPaaS, edging out Twilio, which holds a solid score of 8.0.

Telnyx vs. Twilio: Detailed feature comparison

When it comes to SMS API comparison, both platforms offer solid solutions. They excel in programmable voice and messaging but differ in key areas such as pricing, customer support, and overall customer satisfaction.

Let’s take a closer look at these.

Telnyx SMS API features and use cases

Features

• Intelligent message encoding: Automatically get the most compact encoding possible, minimizing cost per send.
• MMS support: Drive two-way engagement with cross-channel messaging for MMS and more using a single API.
• Automatic opt-outs: Let your customers unsubscribe from future sends with a simple “stop word” message. (e.g. STOP)
• Message concatenation: Split and send a lengthy message into two messages without failures.

Use cases

• Account notifications
• SMS customer service
• SMS marketing
• Two-factor authentication (2FA)

Twilio SMS API features and use cases

Features 

• Screen-sharing and live chat: Add live chat, share screens, and create custom video players.

• Real-time route optimization: Automatically reroute global traffic every 75 seconds to avoid outages and latency.
• Messaging insights: Access real-time analytics for monitoring and troubleshooting message delivery and engagement.
• Message fallback: Benefit from automatic fallback to SMS when a message is not deliverable via WhatsApp or shortcode.
• MMS support: Drive two-way engagement with cross-channel messaging for MMS and more using a single API.
• ‍ Personalized messages: Customize messages for reminder notifications, delivery updates, and more.

Use cases

• Appointment reminders
• Delivery notifications
• Emergency alerts
• Send marketing messages (two-way communication)
• Account notifications
• Verifications and OTPs

Telnyx Voice API features and use cases

Features

• Media streaming: Access raw audio stream of calls in real time to integrate advanced artificial intelligence (AI) or machine learning (ML) capabilities.
• Text-to-speech and speech-to-text: Speak dynamic text in 29 languages and accents, powered by Amazon Polly, and get real-time transcription on a live call.
• Answering machine detection: Detect voicemail systems with exceptional accuracy using advanced AI techniques.
• Smart IVR: Build a multi-level IVR phone tree to intelligently route your call flows via voice commands.

Use cases

• Build a scalable IVR for a better customer experience
• Omnichannel marketing
• AI-powered conversations and voice analytics
• Manage a contact center
• Voice-based 2FA
• Customer survey and feedback collection

Twilio Voice API features and use cases

Features

• Actionable insights: Get actionable insights from your conversations with voice intelligence for a deeper understanding of every customer.
• Global conferencing: Add multi-party calling experiences, global dial-in support, and support for up to 250 participants with Payment Card Industry (PCI) and Health Insurance Portability and Accountability Act (HIPAA) compliance.
• IVR creation: Build a self-service auto attendant menu that customers can navigate in 100+ languages.
• Data security and compliance: Ensures all the messages and calls comply with HIPAA, General Data Protection Regulation (EU) (GDPR), American Institute of Certified Public Accountants (AICPA) Service Organization Control (SOC) 2, and Coalfire ISO certification.

Use cases

• Self-service customer support
• Voice-based lead qualification
• Real-time call transcriptions for compliance
• Voice-based lead qualification
• Automated call tracking in customer relationship management (CRM) systems

Telnyx Verify API features and use cases

Features

• Real-time reporting and insights: Get real-time analytics on verification success rates, delivery statuses, and user behavior to optimize verification workflows.

• Phone number validation: Identify and validate phone numbers in real-time, including carrier type, to prevent fraud and optimize delivery strategies.
• Multi-factor authentication (MFA) support: Integrate MFA with existing workflows to provide an additional layer of security for user logins and transactions.

Use cases

• Verify user identities during payment transfers, account changes, and other high-risk actions
• Safeguard sensitive patient data and meet HIPAA compliance
• Validate buyers and sellers before money transfers

Twilio Verify API features and use cases

Features

• Silent network authentication: Authenticate securely without user interaction, protecting accounts and transactions seamlessly within your app.
• Improved compliance: Build compliant healthcare and financial applications without requiring personally identifiable information (PII).
• Actionable insights: Access dashboards showing conversion and success rates by region and channel, along with SMS fraud trends to optimize fraud prevention.
• Multiple delivery channels: Deliver OTPs through SMS, WhatsApp, voice, and email, all via a single API.

Use cases

• Login protection
• Signup verification
• Personalize messaging and voice calls
• Improve message deliverability
• Enrich data and risk models

Twilio’s Flex and Engage

Twilio’s Flex and Engage are designed to help businesses deliver better customer experiences. Telnyx, on the other hand, doesn’t have a similar customer engagement tool suite offering real-time customer data analytics.

Let’s explore how Twilio’s tools support seamless communication and engagement.

Twilio Flex

Twilio Flex is a digital engagement center that lets you add a real-time data layer and AI capabilities to customize every sales and service interaction. With this solution, your customer service team can easily centralize support across chat, phone, and WhatsApp, customizing the interface to match their existing tools and processes.

Twilio Engage

Twilio Engage is a platform for personalized, data-driven marketing and customer engagement. It helps orchestrate real-time customer experiences from one central platform based on customer data across any communications channel.

Telnyx pricing vs. Twilio pricing

Let’s compare Telnyx pricing vs. Twilio pricing to get a clear view of how their cost structures compare.

Telnyx pricing

Note: Telnyx provides a lower-cost alternative for businesses needing cost-effective VoIP solutions.

Twilio pricing

Telnyx vs. Twilio customer support

Comparing Telnyx and Twilio in terms of customer support, both offer distinct approaches to assist businesses and end-users. This comparison highlights the key differences in their customer support plans.

Telnyx customer support

Telnyx goes beyond just offering communication solutions. It provides comprehensive, reliable support to ensure your business runs smoothly. Here’s how:

• Free in-house support: Talk to a telecommunications specialist via chat or call, available 24/7, year-round.
• Portal access: Set up, manage, and monitor your telecommunications through the Mission Control Portal.
• Automatic discounts: As your traffic hits higher volume thresholds, Telnyx applies discounts automatically.

Twilio customer support

• Developer plan: Provides basic support with API status notifications and web support, but no guaranteed response times.
• Production plan: Offers more robust support, with guaranteed response times for priority issues (3 hours for P1, 6 hours for P2, and 9 hours for P3), live chat support, and phone support, with a minimum monthly cost based on usage.
• Business plan: Delivers faster response times and higher-touch support, including phone and live chat. The pricing scale depends on monthly spending, starting at a minimum of $250 for the production plan.

Telnyx vs. Twilio: Pros and cons

We’ve outlined Telnyx vs. Twilio reviews to understand which solution provider better suits your business.

Telnyx pros and cons

Pros

• Users appreciate the intuitive and easy-to-navigate dashboard, which simplifies understanding and managing communications. (G2)
• Many reviewers highlight Telnyx's cost-effective pricing structure compared to competitors. (G2)
• Quick response times and effective issue resolution, enhancing user satisfaction. (TrustRadius)
• Developers find the API documentation thorough and intuitive, facilitating seamless integration into applications. (TrustRadius)

Cons

• Challenging to navigate initially, especially setting up SIP trunking and VoIP calls. (G2)
• A few users have pointed out that Telnyx could improve its interface and tools for handling bulk number queries and large-scale operations. (TrustRadius)
• Some users mention occasional latency or delays, especially during high-traffic periods. (Capterra)

Twilio pros and cons

Pros

• Users appreciate Twilio's straightforward API, which simplifies integration into various applications. (G2)
• Users like how it offers a wide range of communication services, including SMS, voice calls, and video conferencing. (G2)
• Highly scalable and reliable, making it suitable for businesses of all sizes. (G2)

Cons

• Some users find that while basic features are easy to use, advanced functionalities can be complex to implement. (G2)
• The pricing may be higher for businesses with high communication volumes, potentially affecting cost-effectiveness. (G2)
• Users report poor communication and a lack of accountability throughout Twilio's regulatory compliance process. (Trustpilot, TrustRadius)
• Their 2FA process is tedious which if you're not careful could result in you losing your number. (Capterra)

Why Plivo is the ideal alternative to Telnyx and Twilio

While Twilio and Telnyx are top players in the CPaaS space, having a second provider in your software stack can add a layer of reliability. As one of the top Twilio alternatives, Plivo can address the most common issues you may have:

• Inconsistent quality and deliverability in some regions
• Rising costs as the business’s customer base grows
• Lackluster customer support
• Ongoing technical issues

With direct connectivity to carriers in over 190 countries, Plivo ensures consistent quality and a 99.99% uptime guarantee, keeping your messages and calls on track.

Plivo also stands out with its six global points of presence (PoPs), strategically placed near high-traffic internet exchange points (IXP). This infrastructure provides your customers with top-tier voice call quality.

Plus, its developer-friendly, straightforward API documentation ensures an easy setup.

Additionally, with Plivo, you can save more as your business scales. It offers competitive pricing, along with volume-based discounts that start as low as $1,000.

Here’s a quick rundown of Plivo’s API solutions:

• SMS API: Plivo’s SMS API lets you send and receive text messages globally. Whether you're sending promotional offers, appointment reminders, or verification codes, Plivo makes it easy to integrate SMS into your application.

• Voice API: Plivo's Voice API allows you to make and receive high-quality voice calls, automate workflows with IVR, and even build custom call centers.

It takes care of three of the major call quality metrics: latency, jitter, and packet loss. You can see and monitor these metrics on the call insights dashboard that provides a quality score as a mean opinion score (MOS).

• Verify API: Plivo’s Verify API streamlines user authentication with 2FA, using SMS, voice calls, or email for businesses that need to securely verify users, or add extra layers of security during sign-ins. Plus, it addresses Telnyx use cases like MFA and fraud prevention like Twilio to secure user interactions.

• WhatsApp Business API: With Plivo’s WhatsApp Business API, you can engage with customers on the world’s most popular messaging platform. Plivo makes it easy to integrate WhatsApp into your business communication, allowing you to send order updates, customer support messages, and promotional content.

You can use Plivo as your primary provider or a failover option, addressing common challenges that Twilio and Telnyx may not fully resolve. Book a demo to know why thousands of businesses trust Plivo for efficient communication.

Managing large-scale conversations can be a challenge—especially for growing businesses.

To meet this demand, Meta launched the WhatsApp Cloud API in May 2022. This API lets businesses quickly connect with customers, offering a secure and scalable way to chat — no matter where they are.

While the Cloud API is easy to set up with no hosting fees, it does limit customization and control.

That’s where Plivo’s WhatsApp Business API comes in. Plivo offers more flexibility and control during setup, which can be beneficial for businesses in need of a more tailored solution.

In this guide, we’ll cover everything from setting up the Cloud API to real-world use cases, and also explore how Plivo’s API can offer more customization for businesses that need it.

WhatsApp Cloud API 101

Before launching the WhatsApp Cloud API, Meta offered three versions of WhatsApp:

• The standard WhatsApp app for personal use.
• WhatsApp Business for small- to mid-sized businesses.
• WhatsApp Business API for companies that needed advanced features.

So, what makes WhatsApp Cloud API different from all of these versions?

Let’s learn more about it.

What is WhatsApp Cloud API?

The WhatsApp Cloud API is a version of the WhatsApp Business Platform that runs on Meta’s cloud servers.

Unlike the older version, which required hosting on private servers or through a business solutions provider (BSP), the Cloud API removed the need for businesses to manage their own servers.

Why did Meta create the Cloud API?

The older on-premises API had its drawbacks. Set up took time, updates were slow to reach businesses, and server maintenance was expensive.

How does WhatsApp Cloud API work?

Here’s how the WhatsApp Cloud API works:

• Cloud-based architecture: Hosted on Meta’s servers, it provides a reliable and scalable infrastructure for messaging.
• Messaging capabilities: Businesses can exchange text, images, videos, and documents programmatically using API endpoints.
• Automation and bots: It supports automated workflows, such as sending appointment reminders or responding to frequently asked questions.
• Integration-friendly: The API connects seamlessly with other tools, streamlining customer communication processes.
• Multi-agent support: Teams can manage conversations collectively, ensuring faster response times and better customer service.

What’s the difference between the WhatsApp on-premises API and Whatsapp Cloud API?

Understanding the differences between the WhatsApp on-premises API and the WhatsApp Cloud API is key to choosing the right solution for your business.

Let’s explore how they compare.

WhatsApp business Cloud API features

The WhatsApp Cloud API comes with features that allow businesses to easily connect WhatsApp with their existing tools and workflows.

Here are its main offerings:

Seamless integration with Meta

Businesses can connect their systems to WhatsApp through Meta’s cloud platform. This ensures smooth and dependable communication with customers.

Versatile messaging options

The WhatsApp Cloud API supports text, media such as images, videos, audio, GIFs, and files, as well as contact cards and location sharing. It also facilitates interactive messages like list messages, reply buttons, and single or multi-product messages.

Additionally, businesses can use message templates for both text and media, incorporating interactive options for customer engagement.

Data access across platforms

The Graph API allows businesses to access and send data easily across different Meta platforms, including WhatsApp, Facebook, and Instagram.

It uses a single point of connection, so businesses don’t need to connect separately to each platform. This makes it simpler for businesses to manage data, whether it's about users, posts, or events, all from one place.

Global accessibility with no setup fees

The WhatsApp Cloud API is hosted in North America, but it allows businesses worldwide to connect with customers. This gives them access to WhatsApp’s large user base.

Meta offers the Cloud API for free, so businesses don't have to pay setup or access costs. However, businesses will still pay for the messages they send.

Easy-to-use API documentation

Meta offers straightforward API documentation, making it easier for developers to connect their systems to WhatsApp. This helps businesses build customized solutions and drive innovation.

Scalable and secure communication

The WhatsApp Cloud API enables businesses to scale their communications as they grow. It meets Meta’s strict security and privacy standards, ensuring both business and customer conversations remain secure.

How to get WhatsApp Cloud API

Setting up the WhatsApp Cloud API can vary depending on the method you choose. Here’s a quick comparison between using a BSP like Plivo and going through Meta directly.

Using an embedded signup

Signing up through a BSP enables you to complete the process in just a few steps. The signup flow is simple and stays entirely within the site.

Here’s how to do it with Plivo:

Step 1: Create a WABA in the Plivo console

To set up your WABA in Plivo, register a phone number that can receive an OTP via text or call. You'll use this number to message customers on WhatsApp.

You can either rent a number from Plivo or use your own. If you’re moving from another provider, you can transfer your number to Plivo.

Be sure to check Meta's guidelines and Plivo’s requirements for registration and migration.

Step 2: Customize your WhatsApp profile

Pick a display name for your WhatsApp account and follow the setup guidelines. Then, grant Plivo the necessary permissions to act as your WhatsApp solution provider.

Step 3: Verify successful onboarding

To confirm your setup is successful, check your Meta Business Account. First, choose your Meta account, then go to Business Settings and click on WhatsApp Accounts.

In the Partners tab, Plivo should appear as your partner.

Then, go to the Settings tab, where you'll find 'PLIVO INC' listed as a payment option.

Once you open "WhatsApp Manager," your number should show as connected.

Step 4: Register WhatsApp templates

Businesses must use WhatsApp messages templates approved by Meta. You can create new templates in WhatsApp Manager.

Meta segments templates into utility, marketing, or authentication categories, based on the message content. The category impacts both the conversation type and the cost.

In the Plivo console, you can find template information. Navigate to Messaging > WhatsApp Business Account > Templates to sync and view details from Meta.

Step 5: Manage your business phone number

Go to WhatsApp > WhatsApp Business Account to manage business phone numbers in Plivo.

Select your account and click on 'Configurations.' To add a phone number, use the ‘+Add Phone Number’ button found under account details.

After adding, you can also unlink numbers if needed.

This section also shows the connection status (whether it’s connected, pending, or disconnected), the name status (which reflects Meta’s verification), and the quality rating, based on how recipients respond to your messages.

Using Meta

Using the Cloud API through Meta requires development skills, such as making API calls to send and receive messages and setting up a webhook endpoint to handle message notifications.

You’ll also need to switch between Meta for Developers, your webhook server (like Glitch), and the WhatsApp application to test everything.

To learn more about these steps, refer to Meta’s documentation.

Note: Meta prohibits independent software vendors from developing the WhatsApp Cloud API for clients. Non-compliance with WhatsApp's Commerce Policy may lead to suspension or removal of API access.

WhatsApp Cloud API pricing

Businesses can access the WhatsApp Cloud API for free, but they pay based on their conversations with users.

Conversations on the WhatsApp Cloud API fall into two categories: user-initiated and business-initiated. A user-initiated conversation occurs when a user sends a message to a business, and the business responds within 24 hours. 

On the other hand, a business-initiated conversation happens when the business messages a user after the 24-hour window following the user's initial message.

WhatsApp offers the first 1,000 conversations each month for free. Once businesses exceed this limit, they must add a credit card to their account to continue using the service.

Even if a WABA has multiple phone numbers, the 1,000 free conversation limit still applies, and it resets monthly. In addition, businesses won’t incur charges when users contact them through the business’s call to action (CTA) button.

Pros of using the Whatsapp Cloud API

The WhatsApp Cloud API offers several advantages for businesses looking to integrate WhatsApp messaging into their customer service and communication workflows.

These advantages include:

Faster approval process

Previously, businesses had to go through BSPs and wait for approval before gaining access to the WhatsApp Business API. With the new approach, businesses can now directly access the API, removing the middleman.

Instant updates

Direct access to the WhatsApp Business API ensures that businesses immediately receive updates, including important security fixes.

Reduced costs

Traditionally, BSPs charged businesses for API access.

Now, with the WhatsApp Cloud API, Meta has eliminated setup charges, meaning businesses of all sizes can use the API at no cost.

Cons of using the Whatsapp Cloud API

While the WhatsApp Cloud API offers many benefits, there are also some potential drawbacks to consider:

Customization and control

The WhatsApp Cloud API is a ready-to-use solution managed by Meta. It makes setup and maintenance easy, but businesses can’t change its main features or underlying infrastructure. However, it allows for flexible integrations and workflow setups within its standard limits. For companies with complex needs or very specific requirements, this lack of control might be a drawback compared to on-premises options.

Support and service level agreement (SLAs)

Meta’s Cloud API support is general, whereas the on-premises API often includes specific SLAs and disaster recovery managed by BSPs. Businesses with high-stakes communication needs may find it challenging to operate without dedicated support. Downtimes or delays in issue resolution can impact critical service levels.

Plivo offers strong support with clear SLAs and disaster recovery measures. This dedicated service helps businesses maintain consistent, reliable communication when it matters most.

Feature parity and updates

The Cloud API may lack certain advanced features or update flexibility found in the on-premises API. Businesses using the Cloud API can face restrictions in accessing new tools or controlling update timing, limiting how they manage feature rollouts.

Plivo gives businesses more options, with multiple engagement channels like SMS, WhatsApp, and voice. Its additional features, such as marketing automation, provide flexibility beyond what the Cloud API offers.

For instance, Plivo allows businesses to provide customer support via a no-code AI-powered WhatsApp chatbot. This bot can handle routine customer inquiries, such as order tracking or store hours, without needing an agent. It reduces the workload on human agents and improves response speed.

Plivo also offers data-led routing, which uses customer data to direct queries to the right agents.

For example, if a returning customer has a technical issue, the system can route their inquiry to a dedicated technical support agent. This ensures the customer gets the right help faster and more efficiently.

Latency and performance

Meta’s North American data hosting can cause delays for international users, as requests must travel across continents. For global businesses, this lag can impact response times, making interactions feel slow and lowering user satisfaction.

Plivo’s network, with connectivity in over 220 countries and territories, routes requests closer to users to reduce latency. This setup helps businesses offer faster, more responsive service worldwide.

Automate your WhatsApp communication with Plivo

The WhatsApp Cloud API is fully managed by Meta, making it easier to set up and scale, but it gives you less control over infrastructure.

If you want something quick and easy, go for the Cloud API. If you need more customization and control, the Business API is the way to go.

Plivo offers a reliable and easy-to-use API platform that consolidates all your communication channels under one bill, contract, and point of contact. With competitive pricing and customer support ranked 99/100 for satisfaction on G2, you can count on us for top-tier service.

Plivo’s WhatsApp Business API makes managing customer interactions at scale effortless. Rich messaging and advanced automation tools not only improve customer satisfaction but also make your communication processes more efficient.

Ready to see how Plivo's WhatsApp Business API works for your business? Book a demo today!

Voice Artificial Intelligence (AI) is no longer just a futuristic concept — it’s here, reshaping how businesses engage with customers. With the conversational AI market set to jump from $13.2 billion in 2024 to $49.9 billion by 2030, voice integration is transforming industries.

From handling customer queries to automating workflows, voice AI redefines e-commerce, healthcare, finance, and many industries. It’s not just about commands anymore; voice AI now delivers context-aware, natural interactions that transform customer experiences with real-time assistance and a sense of personal touch.

In this article, we’ll discuss how voice integration in conversational AI drives change, its industry applications, and the advantages it offers for businesses and customers.

What is conversational voice AI?

Conversational voice AI focuses on voice-based interactions between users and machines under the umbrella of conversational AI. It uses speech recognition and natural language processing (NLP) to understand and respond to voice commands. Speech recognition converts spoken words into text, while NLP uses algorithms to understand the intent of the converted text.

The response then reverts to speech through speech synthesis.

Various devices, such as smart speakers, mobile apps, interactive voice response (IVR) systems, and even in-car voice systems, use conversational voice AI to improve user engagement and operational efficiency.

Sneak peek of conversational AI: The OG

Conversational AI comprises technologies and algorithms that create lifelike conversations between machines and users. Users interact with these technologies via:

• Customer support chatbots found in apps or on websites
• Smart assistants like Google Assistant or Amazon Alexa
• Customer support voice bots that handle queries over the phone

Conversational AI systems process voice commands, understand user queries, and provide relevant responses using NLP, machine learning (ML), and speech recognition.

The rise of voice technology in conversational AI

🗣️: Ok Google, navigate to the closest gas station.

🗣️: Hi Siri, remind me to pick up groceries at 10 AM.

🗣️: Alexa, set a timer for 5 mins.

Google, Amazon, and Apple have transformed voice-based interactions using conversational AI.

Voice integration in conversational AI provides a natural and intuitive way to interact compared to traditional text-based methods. It mirrors human conversation, making it faster and easier for users to communicate with AI systems.

With 97% of mobile users relying on AI voice assistants, voice-based conversational AI is now a regular part of daily life. Businesses are adopting voice AI to offer seamless, hands-free experiences as consumers grow familiar with voice commands.

Looking under the hood: Conversational voice AI and customer service

Conversational AI in customer service helps businesses offer instant support to customers and handle routine tasks with ease. Voice-enabled conversational AI answers queries, processes requests, and speeds up customer interactions. This improves efficiency, reduces wait times, and lets agents focus on complex issues.

Let’s explore the different applications of conversational AI that can amp up the game of customer experiences across the board.

Smart call routing

Voice assistants with conversational AI analyze customer inquiries and route calls to the right department.

Unlike traditional IVR systems that rely on keywords, voice AI maximizes IVR menu efficiency through natural language understanding (NLU), allowing customers to speak naturally.

Voice assistants also capture customer details, like names, account numbers, and requested services, giving agents all information upfront. This saves time for both customers and agents.

Omnichannel support

While text, email, and chat are standard communication channels, voice adds immediacy and a personal touch to customer service interactions, which other channels often lack.

With voice AI in their omnichannel support system, businesses can offer seamless platform transitions. For instance, a customer might use voice commands in-store to check product availability and continue the conversation online later.

This unified experience provides a smooth customer journey and boosts customer satisfaction and brand loyalty.

Pro Tip: Add customizable voice IVR to your omnichannel support and build a better brand perception.

Streamline authentication

Automating customer authentication with voice technology and conversational AI reduces time and costs. Additionally, voice authentication using NLP is a more cost-effective alternative to voice biometrics authentication, providing an equally smooth experience.

Simplify troubleshooting

Voice assistants powered by conversational AI and chatbots can handle much of the troubleshooting process, automating common issues and often resolving them without involving an agent. This reduces agents' time on repetitive tasks and boosts customer service operations.

If the bot can’t resolve the issue, it transfers the customer to a human agent. It also gives the agent a detailed record of already taken troubleshooting steps to ensure a smoother handoff.

More agent efficiency = Better customer experience.

Better security and reliability

In industries like finance and healthcare, security is paramount.

Voice AI integration provides robust security measures, such as encrypted voice recordings and secure data transmission. It protects sensitive customer data while meeting industry regulations.

A dependable voice platform with voice AI reduces downtime and ensures continuous service through a well-designed IVR system. For example, banking IVRs improve security and customer interactions and ensure a smooth, secure flow of information.

Multi-language support

Voice technology with conversational AI allows businesses to support multiple languages and create a more inclusive and accessible customer experience. For example, Plivo’s AI voice agents support speech recognition in 27 languages and their regional variants.

Using speech recognition technology, businesses can engage with diverse customer bases worldwide and offer personalized support in various languages. It helps companies enhance customer interactions and improve overall satisfaction.

Hands-free experience

98% of websites don’t provide basic accessibility features, limiting access to millions of users with disabilities. Voice-enabled conversational AI supports Web Content Accessibility Guidelines (WCAG) and allows more customers to access digital services independently.

Voice technology powered by conversational AI uses advanced speech synthesis to support users with visual impairments. It enables interaction with content through natural-sounding speech, making information easier to understand and more engaging.

These systems convert text into audio, providing access to online shopping, education, and training in a more inclusive way.

Personalization

Conversational AI platforms leverage customer data like browsing history and purchase behavior to offer highly personalized recommendations in real-time. For example, voice assistants can narrow down a general query about a mobile phone to a specific model based on the customer's preferences and budget.

Voice-enabled AI bots, like Plivo-powered voice agents, also guide customers from discovery to checkout, helping them:

• Compare products
• Suggest complementary items
• Offer specific discounts
• Upsell based on past purchases

Unlike text-based bots, voice agents are more personalized, adding a human touch to customer interactions.

Conversational voice AI for different industries

When a customer calls, they want to feel valued and understood. Conversational AI with voice recognition technology puts the customer at the center of the experience.

Here’s how voice AI transforms industries and enhances customer interactions across sectors.

E-commerce

Caption: Personalize customer’s shopping experience with Plivo-powered voice agents

Alt text: Image depicting Plivo-powered AI bots recommending products based on user input

E-commerce customers want quick responses and 24/7 support. If they don’t get it, they may choose a competitor.

While chatbots work well for tasks like answering FAQs or checking order status, voice integration in conversational AI transforms customer service and creates standout shopping experiences by:

• Assisting customers with product selection
• Offering personalized recommendations
• Automating the sales process

Integrating voice agents in customer relationship management (CRM) systems also provides real-time updates, such as order status, with just a voice command. Businesses are better suited to provide a 24/7 personalized shopping experience with quicker response times and higher customer engagement.

Education

AI voice integration with multilingual support can empower inclusive learning experiences in the education sector with personalized tutoring. Voice agents can instantly support students by providing real-time translations and remove language barriers by clarifying complex terms in their preferred language.

This integration reduces the need for multilingual staff, making learning more accessible for global students.

Healthcare

No industry values prompt responses more than healthcare.

Voice integration in conversational AI healthcare sectors improves customer experience, provides timely care, and improves operational efficiency. It simplifies patient care and delivers personalized support through:

• Medication reminders 
• Appointment scheduling
• Preliminary health assessments

In addition, voice agents help healthcare providers automate tasks, improve medication adherence, and lighten their workload, making services more efficient and patient-focused.

Finance

Conversational voice AI supports financial sectors with a forward-thinking approach. Voice agents improve the customer experience by offering quick, accurate responses without wait times. Banks use voice agents to:

• Automate routine tasks
• Provide instant account updates
• Process payments
• Deliver personalized financial advice 24/7

Approaches to deploying conversational AI for voice integration

When you're ready to implement voice-integrated conversational AI, you'll discover several ways to design, build, and deploy a voice assistant. Some approaches may appear cost-effective at first but quickly turn into obstacles, complicating deployment or causing user dissatisfaction.

Here are three primary methods for deploying conversational AI for voice:

1. Partner with a voice-first vendor

Partnering with a voice-first vendor like Plivo is the most efficient and effective way to deploy conversational AI for voice applications.

One of the key advantages of working with a vendor like Plivo is the speed and efficiency it brings to deployment. Instead of building a voice assistant from the ground up, businesses can leverage Plivo’s pre-built solutions and technical expertise. This accelerates time-to-market and reduces the burden on in-house development teams.

Plivo's platform is designed to handle the complexities of voice integration, such as managing call flows, ensuring compliance with global telecommunication standards, and delivering high-quality audio. Additionally, its APIs are highly customizable, allowing businesses to tailor their solutions to fit specific use cases.

2. DIY with a third-party platform

Another approach to deploying conversational AI for voice is using third-party platforms like Google DialogFlow or Amazon Lex. They can handle natural language processing and speech algorithms for your applications.

However, this option may limit control. Performance can vary based on language or application needs, especially in voice-heavy use cases.

3. Port chatbot technology into voice

Many businesses start with chatbots and attempt to convert them into voicebots.

Doing so involves integrating speech recognition and text-to-speech capabilities with the chatbot’s existing NLP engine. This allows the system to understand spoken input, process it, and deliver relevant responses through audio.

Nevertheless, transitioning from a text-based chatbot to a conversational AI voice agent can be challenging.

Chatbots are primarily designed for text-based communication, and the conversion process often leads to issues with speech recognition and intent detection, resulting in subpar performance. It also requires careful attention to voice-specific nuances, such as accommodating variations in accents, ensuring accurate speech synthesis, and optimizing dialogue flow for spoken interactions.

Note: While porting chatbot technology to voice can save time and resources compared to building a voice assistant from the ground up, it may lack the full customization and voice-centric features provided by dedicated voice-first solutions.

Get started with Plivo

Whether integrating AI features into your existing systems or considering third-party solutions, conversational voice AI empowers teams, drives efficiency, and enhances customer experience.

Plivo’s Voice API offers flexibility and seamless integration with your preferred speech-to-text, text-to-speech, and language model providers. It connects directly with OpenAI’s RealTime API through simple integration endpoints for instant deployment. Context-aware AI Voice Agents trained on custom knowledge bases support businesses to:

• Schedule appointments and send reminders
• Offer personalized financial advice
• Boost sales with AI-driven shopping assistance
• Break language barriers with real-time translations
• Deliver exceptional customer support with accurate responses

Plivo’s platform also offers industry-leading performance metrics, including 99.99% uptime reliability and low-latency global connectivity.

To explore the potential of Plivo-powered AI voice agents, contact us today.

Modern customers expect quick, intelligent, and personalized service across all touchpoints—be it phone, web, or mobile. Even small delays or miscommunications can negatively impact customer satisfaction and damage your brand’s reputation. 

AI-powered customer service can help address this challenge by assisting human agents in handling frequent and simple questions. In fact, a 2023 Gartner study notes that 80% of companies are seeking to implement AI-powered chatbots to level up their customer service by 2025.

This blog post will explore the capabilities of AI in customer support, including benefits and use cases. You’ll also learn to implement AI in customer service to enhance customer experience.

What is AI in customer support?

AI in customer support uses technology such as ML, NLP and text analysis to manage customer interactions and optimize the customer experience.

The key idea is to address customer requests swiftly, streamline internal workflows and anticipate customer needs proactively.

Benefits of AI in customer support

A report by Deloitte reveals that 15% of contact centers use Gen AI to drive faster customer authentication, summarize pre-interaction journeys and provide automated call summaries and follow-up recommendations. This reduces human error, saves time, and enables management to make unbiased decisions.

Let’s understand how implementing AI in customer service can further help in boosting efficiency and enhancing customer customer experience:

Round-the-clock support

Unlike humans, chatbots and virtual assistants can operate 24/7 to provide consistent customer service. This means customers don’t have to wait for business hours to receive support. They can connect at any time of the day and have their issues solved, significantly improving the customer experience.

Enhanced customer support workflows

AI can streamline internal workflows in various ways, such as:

• Automate routine tasks
• Prioritize, categorize and route tickets to the appropriate agents based on urgency and complexity 
• Analyze customer history to provide tailored solutions

Data-driven insights

AI’s expertise lies in processing and analyzing large volumes of data. This helps businesses get in-depth insights into customer behavior and preferences.

Based on these insights, business leaders can make informed decisions about product development, marketing strategies and overall customer service improvements.

Reduced employee burnout

Since AI takes over repetitive and mundane tasks, agents have time to focus on more challenging and innovative tasks, such as handling complex queries and tailoring support experiences. This not only improves customer service job satisfaction but also leads to better-quality customer interactions. 

Personalized customer interactions

AI can provide tailored recommendations and solutions by analyzing customer behavior and data, leading to a more personalized support experience. Your team can tailor interactions before and after purchase to ensure customers receive the best experience.

Prediction of customer behavior

Using real-time data, businesses can use AI to determine customer behavior based on their purchase history, buying habits, and personal preferences. This helps you identify customer needs even before they say it and proactively reach out to serve customers in the best way possible.

Challenges of AI in customer support

While AI has several remarkable advantages, it is not free of challenges. Businesses must be aware of its challenges to have a well-balanced and holistic approach to using AI. This will help maximize the benefits of AI while minimizing associated risks.

Here are some common threats associated with AI:

Data privacy and security

Protecting customer data is essential to maintaining customer trust and security. Businesses must comply with data protection regulations like the General Data Protection Regulation (GDPR) to maintain high-security standards and protect sensitive customer information. They must also communicate transparently with customers about processing and protecting their data.

Implementation

Implementing AI customer service solutions requires huge investment in technology, training, and integration. To ensure alignment with existing processes, businesses must meticulously plan and execute the deployment of these systems.

Gartner emphasizes that aligning AI tools with current workflows requires careful analysis of existing systems. Their research shows that 58% of companies experience delays in AI deployments due to challenges with integration into legacy systems.

Additionally, AI depends on large volumes of data to process and analyze behaviors. Inconsistent or incomplete data can lead to inaccurate predictions, which can result in poor customer experiences. 

Inability to handle complex customer issues

Despite being advanced, agile and adaptive, AI still struggles with complex customer queries that require nuanced responses. This can frustrate customers who expect quick and personalized answers. 

To ensure comprehensive customer service, the precision and speed of AI should be combined with empathetic and compassionate responses from human agents.

Adaptability to changes

Businesses need to continuously update and train AI systems to keep them relevant. For example, a predictive analytics tool must be apprised of current market trends and customer behavior to forecast accurately. This need for flexibility can pose a threat, especially for rapidly changing industries.

Lack of emotional intelligence

Interacting with highly automated systems eliminates the human touch of care and empathy. This can make customers feel detached from the brand. Additionally, customers may get frustrated when they receive generic responses for sensitive or complex queries.

Ways to use AI in customer support 

Now, let’s understand some of the most effective ways companies are implementing AI in customer support:

Chatbots

Chatbots are built for real-time assistance to manage large volumes of messages while creating a human-like experience. It can handle basic customer queries, provide instant responses, and assist with tasks such as product recommendation, order tracking, and troubleshooting.

Omnichannel customer service platform Plivo CX's self-service chatbot, developed and powered by OpenAI, can support businesses to resolve customer queries quickly.

The chatbot is suitable for businesses of all sizes and has these stand-apart features:

• In-app customer service enables customers to send and receive photos and documents easily
• 24/7 availability to resolve  queries instantly, allowing customers to pause and resume conversation at their convenience
• Complete customer context and interaction history from multiple channels available in a single platform
• Can be easily updated with new product information, promotions or policy changes
• Summarizes and transfers complex queries to human agents with complete context
• Accurately reflects your brand identity while adhering to the company’s policies and guidelines 

Self-service resources

AI can synthesize existing information and create answers for popular customer inquiry topics. This can be used to develop self-service resources to help customers find answers independently. Some of the common self-service resources include:

• Knowledge bases featuring house articles, how-to-guides, troubleshooting tips, and more
• Frequently Asked Questions (FAQ) pages containing answers to customer’s most common queries
• Interactive Voice Response (IVR) to provide pre-recorded answers 

Sentiment analysis

Sentiment analysis can uncover insights from customer conversations across channels to tailor responses based on the client’s needs and emotions. It can monitor and analyze customer feedback, reviews, and interactions to identify areas of improvement, respond appropriately and provide personalized experiences.

Speech analysis

AI-powered speech analysis can provide insights into customer interactions by evaluating vocal tones, pitch, and speech patterns to detect emotions like frustration, anger, or satisfaction during a call.  This helps agents tailor their responses in real time and show empathy and care during critical situations.

Omnichannel routing

Customers are usually frustrated when they have to repeat their problem every time they switch channels. Omnichannel routing is the best way to ensure customers have a consistent experience across all channels. It provides a complete history of customer interactions so that reps can easily handle every communication with continued context.

As a true omnichannel contact center, Plivo CX features a unified agent desktop, allowing your team to manage interactions in every channel (live chat, voice calls, SMS, email, or WhatsApp) from a single platform, eliminating the need to switch between channels. This can help simplify the communication process and improve response times. 

Predictive analytics

Predictive analytics can analyze large volumes of data and draw actionable insights to forecast trends, anticipate customer needs, and solve future problems. This helps businesses reach out to customers proactively and solve possible problems. For example, if a shipment delay affects the delivery schedule, you can proactively communicate and even offer a discount coupon to appease the customer.

Automated call transcription

Call transcriptions are essential to review customer conversations, quality assurance and training, and maintain compliance with legal requirements. It makes it easier for teams to reference past conversations, particularly in cases of follow-ups or escalations and identify trends and recurring issues. 

Analyzing call transcriptions can also help businesses identify opportunities for upselling.

Routing and prioritization

AI in customer service can analyze incoming inquiries and automatically direct them to the most appropriate agents or teams. This is done by evaluating factors such as urgency, customer history, and issue complexity.

AI can also identify high-priority cases to address them promptly while managing routine inquiries efficiently. 

Real-time data and analytics

Automating customer service with AI can help you get granular insights into critical customer interaction metrics such as AHT, FCR, and CSAT.

Businesses can use this data to evaluate agent performance, find areas of improvement and tailor strategies accordingly.

Steps to implement AI in customer service

A report by IBM revealed that 42% of enterprise-scale organizations with over 1,000 employees actively use AI in their business, and 59% of enterprises already working with AI want to increase their investment in the technology. 

If you are yet to implement AI in customer service, follow these key steps:

1. Evaluate business needs

Evaluate your existing customer service processes to identify pain points, areas that require faster response times or staffing needs. This will help you pinpoint areas where AI can be most effective, providing a solid base for implementing AI in customer service.

2. Define goals and objectives

Based on your business needs and requirements, set clear and measurable goals. These might include goals like increasing first-contact resolution, reducing average response times or improving overall customer satisfaction scores. Specific goals help you pick the right AI tools and measure their impact effectively.

3. Choose the right AI software

Once you’ve sorted your needs and objectives, select a tool that aligns with your requirements. Consider scalability, integration capabilities, user reviews, pricing, long-term viability and support when evaluating different options.

4. Integrate with existing solutions

The tools you choose must work well with your existing current customer systems, which may include API integrations, data sharing, or other technical setups. Ensure to conduct pilot tests to identify and address any integration issues before full deployment. This will help you resolve potential problems early in the implementation process.

5. Train your employees 

Deliver in-depth training for your customer service representatives on operating and integrating the AI tools into their workflows. Focus on covering technical functionalities and how to partner with AI to provide the best customer experience. Offer ongoing training and guidance and encourage feedback on the new processes.

6. Ensure compliance and data privacy

Ensure the AI tools can securely handle and store customer data by maintaining strict compliance with data protection and privacy regulations. Also, regularly review and update your privacy policies and practices to align with evolving regulations. 

7. Monitor and optimize frequently

Lastly, continuously review the performance of your AI strategy. You can track performance by assessing relevant metrics such as response times, CSAT scores, and resolution rates. Based on data insights, make necessary changes and adjustments to improve your AI systems and processes to meet customer needs better.

Examples of AI in customer support 

From chatbots, personalized recommendation engines, to more innovative uses, let’s discuss how some brands are implementing AI in customer support to offer superior experiences: 

Encore

Encore uses a GPT-4 model to allow users to find and buy second-hand items. The idea is simple, you have to type your query and get results from multiple resources, including Poshmark, Grailed, Etsy, and eBay.

For example, if you are looking for outfits like Carrie Bradshaw, typing “Carrie Bradshaw” in the search bar will give you an AI summary of the fashion statement along with all possible product recommendations.

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Stitch Fix

Stitch Fix uses machine learning algorithms alongside human stylists to tailor recommendations for its 3.5 million customers. Their AI systems analyze customer preferences and broader fashion trends to refine suggestions over time.

Additionally, the platform utilizes generative AI, specifically GPT-3, to automate the creation of high-quality, branded product descriptions. This process enables the company to generate 10,000 descriptions in 30 minutes, helping scale their catalog management and improve search engine visibility. 

Shein

Shein uses AI to create rapid design by analyzing global fashion trends, with new styles developed in just 25 days. A smart design system streamlines production, while AI-powered personalization enhances customer experiences through tailored product recommendations.

It also uses AI to automate warehouse management and delivery scheduling. This strategic integration of AI has allowed Shein to scale globally, redefine fast fashion, and establish itself as a tech-driven leader in modern e-commerce.

Plivo CX: The future of AI in customer support 

Plivo CX is an all-in-one, cloud-based omnichannel platform designed to help businesses provide top-notch customer support across various channels. It is built to integrate effortlessly into your business and support mechanisms.

The platform also enables businesses to train OpenAI-powered chatbots using unique datasets, ensuring customer queries are answered with the most relevant and accurate information.

Some of its top features include:

• Omnichannel capabilities: Unify, track, and manage customer conversations across channels, including email, voice, SMS, WhatsApp, and live chat
  
  
• Visual workflow builder: Create custom workflows and use automations using a simple no-code drag-and-drop builder

• Integration: Integrate seamlessly with your existing tools, such as homegrown systems, ERP, CRM, and helpdesk tools

• Real-time analytics: Analyze real-time customer interactions to identify areas of improvement  and create targeted training for agents

• More productivity: Streamline agent workflows with message templates and internal notes to facilitate efficient conversation, transfers and task management
  
  
• Agent coaching tools: Train your support agents to monitor real-time performance with features such as call recording, barge, and whisper

• Security and compliance:  Offers enterprise-grade security features complying with SOC-2, GDPR, HIPAA, and PCI DSS. This ensures your customer data is safeguarded and your support processes align with industry regulations

‍Book a demo to learn more.

While voice assistants like Alexa and Siri have become familiar names, the next wave of AI customer service agents is more than that. They're designed to handle nuanced conversations, anticipate customer interactions, and deliver consistent, human-like support 24/7.

This has profoundly impacted customer expectations to the point where 68% of customer support teams believe AI has directly influenced them.

This blog post will help you understand the concept of an AI agent and how it improves customer service. It will also discuss real-life use cases and challenges to help you choose the perfect AI agents to provide unmatched service.

What is an AI agent?

AI agents are software programs designed to replace or augment the work of human agents. They are trained to understand the user's needs, respond to inputs, and act without human intervention.

They rely on ML and NLP to execute diverse tasks, from answering simple questions to resolving complex issues such as sentiment analysis, fraud detection and customer issue prediction.

How does an AI agent work? 

AI agents don’t just follow orders. They set tasks, determine priorities, and reprioritize tasks until the overall goal is achieved. The fundamental design of AI agents revolves around three key components: perception, decision-making and action.

Let’s understand how they work:

Perception: AI agents gather data from various sources, including customer interactions, transaction histories and social media. This helps them understand the context and nuances of customer queries.

Decision-making: The AI agent uses sophisticated machine learning models to identify patterns and make decisions based on the collected data. The agent improves decision-making by learning from past experiences and continuously refining responses.

Action: Once the decision is made, AI agents can execute tasks such as answering a customer query, processing a request, or escalating complex issues to a human agent.

How do AI agents improve customer service?

Parul Mishra, VP of product management in digital labor at IBM, says, 

“While the capabilities of AI agents across specific domains will vary depending on industries and use cases, the key point is that those agents will work in collaboration with AI assistants alongside a suite of other tools to transform a chatbot experience into a multi-dimensional system that can plan, test, write, and autonomously implement solutions.”

Here is how AI agents can improve customer service:

Faster response times

AI agents are available 24/7, ensuring customer inquiries are answered promptly, regardless of time zones or business hours. Being continuously available enables customers to meet their needs via self-service while improving satisfaction.

Personalized customer interaction

With AI entering the scene, 73% of customers feel they are treated as unique individuals in 2024, up from 39% in 2023.

This is because AI analyzes important information such as customer name, location, and past purchases in real time to tailor services to customers so that they feel valued and important.

Managing large-scale inquiries

AI agents can handle thousands of queries simultaneously without delays. They integrate with knowledge bases to provide instant and accurate information and automate routine tasks such as order tracking and password resets.

This ensures they maintain consistent service levels and enhance overall customer satisfaction.

Proactive customer support

AI customer service agents can determine the next best action for your customers by analyzing information from customers' contracts, warranties, and purchase history. For example, AI can set email alerts when it’s time to renew a subscription or when a product upgrade or discount is available.

Improved accuracy and consistency

AI agents can improve the accuracy of responses through agentic loops and human-like reasoning. This ensures consistent and accurate responses to customer queries and reduces the risk of errors.

Delivering consistent results helps build trust and confidence in the brand by meeting customer expectations.

Data-driven insights

Incorporating AI can help you gain deeper insights into every interaction to understand customer satisfaction levels. It enables you to track key metrics such as CSAT, CES, and NPS to optimize processes and proactively address customer needs.

Types of AI agents in customer service

From a support tool to a strategic game-changer, here are the most impactful ways you can use AI agents in customer service:

Chatbots

According to a study by Simplr, in 2022, chatbot usage doubled compared to 2020. This is because chatbots are fast, convenient and available 24/7.

Apart from just answering questions, chatbots can:

• Provide the most relevant information about your products and services
• Book appointments or make reservations
• Offer personalized product recommendation
• Handle refunds, product returns, and exchanges
• Guide customers to solve technical problems

Plivo CX's self-service chatbot, developed and powered by OpenAI, is available 24/7 to resolve queries instantly. With in-app customer service, customers can easily send and receive photos to report issues and queries, making the interaction much more convenient.

Voice assistants (IVR)

AI voice agents or voice bots are popular among businesses looking for additional ways to automate customer service operations. Just like chatbots, interactive voice response (IVR) can answer incoming calls, provide product/ service information, recommend relevant products, update account information and much more.

Sentiment analyzers

Sentiment analysis is a key component of speech and voice analytics that uses NLP and ML to capture customers’ emotions by analyzing vocal and speech characteristics such as pitch, tone, words, volume and other variables. 

Based on that, sentiment analyzers assign a score to each positive, neutral, or negative conversation.

Predictive AI agents

Predictive AI agents can analyze historical customer data, browsing history, and purchase patterns to predict issues and needs such as product failures, churn risks, or future purchase preferences.

Depending on the data, it can offer tailored recommendations and prevent potential problems.

Call transcribers

With real-time transcription and analysis, agents can quickly retrieve customer histories and previous interactions. 

These transcripts are especially useful for reviewing agent performance and ensuring calls adhere to regulatory requirements. Businesses can also identify recurring issues, customer preferences, or opportunities for upselling and cross-selling.

Omnichannel AI agents 

Sophisticated omnichannel platforms offer agents tools and contextual insights to effortlessly carry on a conversation across multiple channels. Although modern chatbots are more effective, they still fall short of managing all inquiries entirely. Omnichannel agents bridge this gap by facilitating seamless handoffs from self-service to live agents when necessary.

Plivo CX’s true omnichannel solution brings frequently-used communication channels, such as voice, SMS, WhatsApp, and live chat, together in a single platform, allowing agents to monitor, track, and manage customer interactions effortlessly.

Uses cases of AI agents in customer service 

Let’s have a look at how businesses worldwide are using AI agents to boost customer satisfaction and agent productivity:

Function of Beauty

This American brand uses AI to build products that are unique to each customer. Upon signing up, customers must complete a survey that understands their hair type, styling preferences, and texture. 

These responses are then analyzed with an AI-powered algorithm to design a unique formula for the customer.

Once the formula is generated, the brand employs AI-powered manufacturing to produce customized items at scale. The final product is sent to the customers, who are asked to give feedback. AI then analyzes this feedback to understand customer satisfaction and improve the customization process.

Lily AI

Lily AI is an AI tool designed to enhance product discovery and conversions in eCommerce, specifically for fashion, home, and beauty retailers. It uses sophisticated technology to match product attributes with consumer preferences.

For example, in fashion, it analyzes attributes like fabric, style, and neckline to recommend similar items, such as white crewneck t-shirts. For homeware, factors like product type, color, and wood tone are considered when displaying relevant products.

eBay

eBay has introduced its AI-powered “Shop the Look” feature, which offers personalized fashion recommendations based on users’ shopping history. The goal is to offer products that align with individual style preferences. 

Shoppers who view at least 10 fashion items in 180 days will see “Shop the Look” on their homepage and fashion landing page. The tool evolves with customers over time to enhance their shopping experience. 

Risks of AI customer service agents

As AI technologies become more common, 61% of customers highlight the need for trust, though fewer than half feel businesses use AI ethically. This gap allows companies to stand out by upholding ethical practices, transparency, and fairness in AI.

To create a secure customer experience, watch out for these potential risks associated with AI customer service agents:

Complexity with existing tools

Implementing AI systems can be complex and expensive, especially for smaller companies with limited resources. The initial investment, maintenance and training costs, and integration with existing tools can pose financial challenges when establishing commercially viable AI operations.

Data privacy concerns

As AI systems rely on large amounts of data, customers’ private information is at risk of being misused and manipulated. To maintain customer trust, companies must comply with legal regulations such as the General Data Protection Regulation (GDPR) and be transparent about processing and protecting customer data.

Lack of emotional intelligence

AI interactions can feel impersonal and lack the emotional connection customers crave, as they often involve robotic messaging. While AI enhances efficiency, it doesn’t offer the empathy many customers seek. 

How to choose the right AI agent for your business

With the wave of AI sweeping in, every business wants to hire an AI agent to make work simpler and more efficient. But every business is different, and so are the capabilities of an AI agent.

If you are new to the AI realm, consider these tips to find a tool that is most compatible with your business needs:  

Assess your needs

Determine the specific functions you want the AI agent to handle. Evaluate the tasks it should automate or support, such as responding to queries, managing orders, or providing recommendations.

Ensure it integrates with existing tools

The AI agent you select should easily integrate with your existing systems, tools, and workflows. To speed up implementation, prioritize tools that provide pre-built APIs or connectors. 

Moreover, a seamless integration process ensures the AI agent adds value without causing delays or technical difficulties.

Consider scalability

Select an AI agent that can scale its processing power, storage, and analytical capabilities to meet future demands. Evaluate its ability to handle larger datasets, integrate with evolving systems, and maintain performance under heavier workloads. 

Scalability is essential for businesses looking to expand, ensuring the AI solution remains effective and reliable as the company grows.

Ensure compliance and security

Finally, ensure the AI agent safeguards the data by using data encryption, controlling access, and adhering to industry standards. Learning and utility-based agents, which process large amounts of data, require stronger security to prevent unauthorized access. 

Opt for AI solutions that offer regular security updates, comply with regulations, and minimize risks like data breaches or cyber-attacks. 

Make interactions more personal with Plivo CX’s AI agents

Going forward, there is a need for seamless integration between artificial and human intelligence. This collaboration will give humans the wings to be creative and build meaningful bonds, while AI agents will ensure fast, proactive and accurate services.

Plivo CX is a complete cloud-based platform that can support this partnership and make customer service more empathetic. It is built to integrate effortlessly into your business and support mechanisms.

You can also train OpenAI-powered chatbots using your company’s unique datasets, ensuring customer queries are answered with the most relevant and accurate information.

Some of its top features include:

• AI-powered chatbots: Interact seamlessly with customers by providing accurate responses at speed
• Simplified escalations with notes: Summarize conversations and pass them to human agents whenever needed
• Unified agent desktop: Visualize complete customer context and insights on a single, easy-to-use application
• CRM integration: Access customer details from your existing CRM and tech stack for a more personalized experience
• Detailed customer insights: Examine live or recorded interactions to uncover opportunities for growth and improvement
• Automated ticket management: Automatically organize and prioritize incoming tickets, ensuring critical issues are addressed promptly
• Interactive voice response (IVR): Set up automated menus to efficiently direct callers to the appropriate team or agent
• Integration: Integrate seamlessly with your existing tools, such as ERP, CRM, and helpdesk tools

• Enterprise-grade security:  Protect customer data with enterprise-grade security features complying with SOC-2, GDPR, HIPAA, and PCI DSS

‍Book a demo to learn more.