1) Plivo — The fastest path to production-grade AI voice agents for customer support
A recent Gartner survey found that most customer service leaders plan to explore or pilot conversational GenAI in 2025—making a clear, near-term mandate to deliver something that works on the phone channel, not just in chat. That's your cue to build a reliable voice front door with an AI agent builder platform designed for voice-first, omnichannel experiences.
Why Plivo is #1
Plivo is the AI agent builder platform that lets you build your way. Whether you're a business leader who needs to launch fast or an engineering team building custom workflows, Plivo meets you where you are. Start with no-code tools that let non-technical teams deploy agents in hours. Go deeper with low-code orchestration for more control. Or build from scratch with full-code frameworks that integrate into your existing stack. You're never forced into a single way of working.
What it does for you
Plivo's Voice AI stack is modular by design. Want speed? Use the fully integrated platform—STT, LLM, TTS, and telephony—pre-configured and ready to go. Want control? Orchestrate your agents using code with Plivo's Agentic STT models and Telephony, alongside your preferred LLM providers. Want just the connectivity layer? Use audio streaming or SIP trunking and bring everything else yourself. You decide where Plivo ends and your stack begins.
Underlying it all is a reliable, carrier-grade telephony platform that scales for enterprises—global PSTN/SIP connectivity, number provisioning and porting, call routing with failover, recording with consent, and clean human handoff with full context into your CRM or help desk.
Segment-by-segment fit
If you're SMB, launch fast with no-code tools that let you deploy agents in hours, plus a simple dashboard and connectors for Shopify and Calendly. If you're mid-market, use low-code orchestration for more control, with a modular stack that lets you use what you need—swap in your preferred LLM, STT, or TTS. If you're enterprise, build with full-code frameworks that integrate into your existing stack, plus a modular Voice AI stack to pick-and-choose what you need, governance features (RBAC, audit transcripts, data residency), and contact center integration for high availability and reporting.
Start with Voice, go everywhere
Voice is the hardest channel to get right—and it's where Plivo leads. But the same flexible building experience extends to WhatsApp, SMS, RCS, and Chat. Build once, deploy across channels, and meet customers wherever they are.
Suitable for
- Fintech customer service: consent-first flows, secure keypad capture, dispute status, and callbacks.
- Healthcare scheduling: multilingual intake, appointment changes, escalations with a summarized handoff.
- Retail and logistics: order status, returns, delivery windows, and SMS/WhatsApp follow-ups.
No more choosing between a locked-in platform that's easy but limiting, or a DIY approach that's flexible but painful. Plivo gives you both—simplicity when you want it, depth when you need it.
Explore the Voice API, check pricing, review compliance, handle numbers & porting, browse case studies, or jump into the quickstart.
2) Google Dialogflow CX — Complex, branching flows without spaghetti
Key features
Dialogflow CX uses a flow-and-page model to capture state and branching, so you can manage multi-step intents like returns, warranty claims, and multi-factor verification without dozens of brittle intents. It supports voice and text and includes versioning, experiments, and test tools. For telephony, you can use partner gateways or SIP; for global reach, put Plivo at the edge and connect to CX.
Why it matters
Complicated support journeys need explicit state. CX gives you that structure. If your "Where's my order?" workflow forks based on identity checks, fulfillment method, and policy windows, you can keep logic readable and testable. CX also plays well with multilingual experiences and mixed initiative, so callers can change course mid-conversation.
Implementation steps
Start with a single high-volume journey and draw it as a CX flow. Add a fallback page with a short menu for noisy lines. Ground the bot in your knowledge base and order system, then add handoff rules. Put Plivo in front for numbers, routing, and recording consent, and pass summaries back to your ticketing system.
Suitable for
Teams with multiple brands or product lines, where branching grows quickly and consistency matters across regions.
3) Amazon Lex + Amazon Connect — AWS-first voice automation that ops can own
Key features
Lex handles the speech and NLU for voice and text. Connect adds the contact-center fabric: routing, IVR, call recording, and agent desktop. It's a natural fit if your data and apps live in AWS and security prefers IAM-managed access. For global numbers or bring-your-own carrier control, front with Plivo and route into Connect.
Why it matters
Staying inside AWS accelerates procurement, security reviews, and monitoring. You can call Lambdas for tool use, search knowledge with Kendra, and use Connect metrics and contact flows your ops team already knows. That shortens time to value and concentrates governance in one place.
Implementation steps
Define one call flow in Connect (ID&V → status lookup → handoff). Build Lex intents from your top FAQs. Add Plivo for number management, routing, and failover. Send summaries back to your CRM or help desk. Keep a barge-in plan for noisy environments and a keypad fallback for payment flows.
Suitable for
IT-led programs where AWS standardization, auditability, and a single pane of glass for monitoring are priorities.
4) IBM Watson Assistant — Governance-first deployments in regulated industries
Key features
Watson Assistant supports omnichannel conversations with documented security and governance options, including deployment paths designed for regulated workloads. If your risk office leads the decision, IBM provides clear guidance on audit logging, data handling, and architectural choices. Add Plivo to handle PSTN/SIP, call consent prompts, and compliant recording policies.
Why it matters
Financial services and healthcare teams often need auditability from day one. When you need clear data-handling boundaries and deployment models that align with internal controls, IBM's documentation and support track help you pass reviews without months of back-and-forth.
Implementation steps
Map your data-classification rules to Watson's deployment options. Keep contact recordings and transcriptions in your approved storage. Use Plivo's routing and consent prompts to standardize intake across regions. Summarize calls into your case system for full traceability.
Suitable for
Organizations with heavy compliance needs, strict data residency, or formal audit trails for every customer interaction.
5) Cognigy.AI — IVR modernization with fine-grained voice control
Key features
Cognigy combines a visual designer with a voice gateway that supports streaming ASR, interruptibility, and transfer control. It integrates with multiple speech providers and enterprise systems like SAP and Salesforce. This lets you tune barge-in sensitivity, error handling, and handoff cues rather than living with a one-size-fits-all IVR.
Why it matters
If callers still hear a menu tree, you're wasting time and goodwill. Cognigy helps you replace rigid menus with natural conversations and graceful escalation. You keep the levers you need—timing, sensitivity, fallback prompts—so the agent feels human, not scripted.
Implementation steps
Start with the two intents that create the most queue time. Set barge-in thresholds conservatively and widen them after you test in live traffic. Put Plivo at the edge to manage numbers, recording policies, and failover. Send summaries with disposition tags to your CRM.
Suitable for
Enterprises with legacy IVRs, high call volumes, and a clear need to reduce effort without ripping out the contact-center core.
6) Salesforce Agentforce — CRM-native service automation where your team works
Key features
Agentforce brings AI agents into the Salesforce console and data model. Your service team stays in the view they know, while the agent handles common intents, drafts summaries, and routes cases. Add Plivo for calling so every phone interaction lands in Salesforce with the right context.
Why it matters
When everything you need to resolve an issue already lives in Salesforce, keeping the agent there shortens integration time and improves analytics. Supervisors can coach on the same dashboard and review case summaries, while admins maintain clear governance over data and automations.
Implementation steps
Pick one queue with repetitive calls. Tie identity checks to account data and warranties. Keep a "press 0 for a human" fallback and make sure the agent passes a clean summary with next steps. Use Plivo for the phone edge so call recordings and consent are consistent across regions.
Suitable for
Service teams that treat Salesforce as the system of record and want automation to feel native—not bolted on.
7) Zoom Virtual Agent for Phone — A 24/7 receptionist and concierge
Key features
Zoom's Virtual Agent for Phone handles greetings, routing, and the most common requests. You train it from existing docs and site content, then turn it on for after-hours or full-time reception. It's built for quick wins like appointment scheduling, store hours, and simple status checks with transfers when needed.
Why it matters
If reception lines clog your switchboard, a front-door voice agent can deflect simple questions without new headcount. As you add skills, you can expand from triage to completing tasks. For broader reach, connect Plivo to add global numbers and transactional notifications via SMS or WhatsApp.
Implementation steps
Start with greeting, business hours, and routing. Add appointment booking next. Keep live-agent transfers one click away. If you outgrow the PBX perimeter, bring Plivo in to manage numbers and cross-channel follow-ups.
Suitable for
Single-number switchboards, high-volume reception desks, and teams that need a quick, always-on front door.
8) Sierra — Enterprise "autonomous" agents with category momentum
Key features
Sierra focuses on enterprise-grade AI agents for customer service with an emphasis on agentic workflows. The leadership and market traction give executives confidence to back bigger bets. If you're evaluating multi-channel automation with rigorous SLAs, Sierra is a credible short-list option. Plug it into Plivo for reliable telephony, recording consent, and global routing.
Why it matters
Momentum reduces perceived risk. When you need cross-functional buy-in, a vendor that's already in enterprise production helps. You still need the phone edge right: numbers, routing, and failover that won't buckle under peaks.
Implementation steps
Define two end-to-end journeys (e.g., ID&V + order update; returns approval). Keep human handoff one step away and capture every call summary in your case system. Instrument containment and transfers, then iterate weekly.
Suitable for
Large teams planning multi-channel agents and looking for vendor accountability with clear deliverables and timelines.
9) Tidio (Lyro) — SMB eCommerce chat that pairs well with voice
Key features
Tidio blends live chat, an AI agent, and eCommerce integrations. It's a practical way to resolve repetitive questions, free up your team, and capture intent while buyers are on your site. Add Plivo for a simple order-status line and SMS/WhatsApp updates so customers get answers by phone as well as chat.
Why it matters
eCommerce teams need fast coverage more than complex architectures. You can start with FAQs, then add checkout and account questions. When phone calls spike—promos, holidays—route a basic voice flow through Plivo and keep your agent consistent across channels.
Implementation steps
Load your top FAQs and shipping policies, add a returns flow, and set clear handoff rules. For voice, route a single Plivo number to a lightweight agent that authenticates by order ID and ZIP code, then offers a callback option during peaks.
Suitable for
Lean teams that want to reduce repetitive chat volume now and add phone coverage without standing up a full contact center.
10) Robylon — Multi-channel AI agents focused on support teams
Key features
Robylon specializes in AI-driven customer support across voice, chat, email, and messaging. It integrates with help desks like Zendesk and Freshdesk, supports multiple languages, and offers analytics dashboards designed for service leaders. It's a pragmatic fit if your help desk is the hub of your operation.
Why it matters
You want human-like conversations that escalate cleanly. Robylon's positioning around support workflows means your ticketing, SLAs, and dispositions stay intact. For reliable calling, use Plivo for numbers, routing, and recording consent so your phone channel matches the quality of your chat channel.
Implementation steps
Start with account updates and appointment scheduling. Ground the agent in your help-desk knowledge base and macros. Track resolution time and transfer reasons; refine weekly.
Suitable for
Mid-market support teams who want a focused system that plugs into existing help-desk processes and expands to voice without heavy lifting.
How to run a safe, high-signal pilot in 30 days
Define success first
Pick three metrics: containment, transfer rate, and average resolution time. Write a one-line target for each and a go/no-go threshold. Everyone should know what "good" looks like before you take your first call.
Start with narrow, high-volume intents
"Where's my order?", appointment changes, returns, account updates. These are predictable, frequent, and measurable. Script your handoff sentence so agents never start from zero.
Build the right guardrails
Add a consent prompt, a keypad fallback for sensitive inputs, and a short backup menu for noisy environments. Keep the escalations simple: one route for billing, one for everything else.
Ground every answer
Connect the agent to your CRM/help desk and knowledge base. If the answer doesn't exist in your source of truth, escalate. Summarize every call into the ticket with disposition and next steps.
Iterate weekly
Review 20 call transcripts together. Fix the top three friction points. Update prompts and knowledge. Ship changes. Repeat.
FAQ
What's the fastest way to launch a voice agent without changing my stack?
Keep your telephony and routing on Plivo, connect your preferred conversation engine, and ground it in your CRM/help desk and knowledge base. Start with one number, one intent, and a simple fallback.
How should I measure success in the first 30 days?
Track containment, transfer rate, and resolution time. Listen for barge-in moments and interruptions—they reveal prompt and timing issues that you can fix quickly.
How do I implement consent, recording, and PCI/PHI safely?
Play a clear consent prompt before any recording. Use keypad input for payments or sensitive data. Store recordings and transcripts in approved systems and keep audit logs.
When is Dialogflow CX better than Lex, IBM, or Cognigy?
Choose CX for complex branching flows and multilingual journeys; Lex when your team standardizes on AWS; IBM when governance and deployment control are paramount; Cognigy when you're modernizing IVR with fine-grained voice settings.
How do I handle accents, noise, and barge-in in production?
Use a robust ASR, tune your barge-in sensitivity, and keep a keypad fallback. Test in noisy environments and shorten prompts. Summaries help human agents pick up without asking callers to repeat themselves.
Conclusion: Build the voice edge once, then scale what works
A measured result to anchor ROI. McKinsey reported that, at one company with thousands of agents, applying generative AI raised issue resolution and lowered handling time—small percentage gains that compound into real savings at scale. That's the kind of lift your leadership expects—and the reason to start with a focused pilot that moves one metric.
Bring your "brain" of choice, but keep the phone edge on Plivo so every call connects, every consent is captured, and every handoff carries context. Define three KPIs, pick one journey, and go live with a human fallback. Review transcripts weekly, then scale to the next two intents.
Ready to hear what real-time voice feels like? Build your agent or talk to an expert today.
