Salesforce Launches Agentforce Voice

Salesforce introduced Agentforce Voice, a capability that lets companies go beyond text when using artificial intelligence agents to respond to customer questions.

Agentforce Voice enables AI agents to speak to customers in natural-sounding conversations.With Agentforce Voice, companies can customize the tone and speed of voices and adjust the pronunciation of specific terms, Salesforce said Monday, ahead of its Dreamforce conference in San Francisco this week. The feature also allows people to interrupt the AI agent during phone calls.

With Agentforce Voice, when a call is transferred from an AI agent to a human agent, critical information such as customer history, purchase data, and conversation context is passed along to ensure a smooth transition.

The application also provides live transcription and makes every phone interaction searchable data that can be used to train other models and improve accuracy. It integrates with major telephony systems, including Amazon, Five9, Genesys, NICE, and Vonage.