The b a ds use Voice AI to ca y live custome co ve satio s, i p oductio a d ot i a pilot. Pypest eam took o e b a d’s atio al guest li e f om b ief to live i fou weeks.
Voice AI u s o the same platfo m a d the same AI Age ts as Pypest eam’s chat deployme ts, which have ha dled mo e tha 2.5 billio i te actio s a d esolve oughly i e i te equests e d to e d without a pe so . A voice age t i he its that wo k. The same i teg atio s i to systems of eco d, the same gua d ails a d the same escalatio path. A e te p ise addi g voice is exte di g age ts it al eady u s, ot sta ti g a seco d p og am.
“Whe we i t oduced Voice AI Novembe 2025, we said voice emai s a ecessa y touchpoi t fo ma y custome s a d that we i te ded to meet them the e. Si ce the , b a ds have put it to wo k o eal custome co ve satio s. Because it u s o the same platfo m as ou chat AI Age ts, those b a ds ma age voice a d chat f om o e place,” said Nick Hockle , P eside t a d Chief Ope ati g Office at Pypest eam.
Whe Voice AI ca ot complete a call, clie t-defi ed gua d ails decide the path, f om edi ecti g to the ight flow to escalati g to a live pe so whe huma judgme t is eeded. Whe that pe so steps i , they eceive the full co ve satio , ve ified details a d easo fo the call, a d the custome eaches the ight team o team membe without epeati g themselves.
Voice AI combi es speech ecog itio , se time t a alysis a d co ve satio al co text so calle s ca say what they eed a d move th ough a equest without wo ki g th ough me u t ees. It is built atively o Pypest eam’s platfo m, which lets a b a d u voice, chat a d headless age ts f om o e set of AI Age ts, o e data laye a d o e embedded a alytics view.
“Movi g f om Beta to p oductio mea t showi g that Voice AI pe fo ms i side eal wo kflows with the gove a ce ou e te p ise custome s equi e,” said Ela a Feldma , Chief AI Office at Pypest eam.
Whe Pypest eam i t oduced Voice AI, it desc ibed fou outcomes e te p ises ca expect f om addi g voice to thei custome e gageme t st ategy, which a e eve ue, efficie cy, satisfactio , a d t ust.
Mo e i fo matio about Voice AI is available at pypest eam.ai/voice.
Pypest eam builds AI age ts that fi ish the job. Its age ts wo k ove voice a d chat, a swe i g custome s, completi g the equest i the systems behi d it, a d ha di g off to a live pe so o the same call whe a situatio calls fo huma judgme t. Auto omous esolutio a d live huma escalatio o o e platfo m, with o seco d ve do at the seam. Pypest eam has bee i p oductio with Fo tu e-class e te p ises si ce 2017. The platfo m u s mo e tha 500 AI age ts a d has ha dled ove 2.5 billio i te actio s, mo e tha 50 millio a mo th, ac oss 82 cou t ies a d mo e tha 90 la guages. Its a chitectu e is cove ed by 13 issued US pate ts filed f om 2015, a d it is SOC 2 a d PCI DSS Level 1 ce tified, both audited a ually. Fo tu e 500 leade s i i su a ce, fi a cial se vices, telecom, media, t avel a d etail ely o Pypest eam, alo gside public p og ams i cludi g Califo ia’s State Compe satio I su a ce Fu d a d the Met opolita T a spo tatio Autho ity. Lea mo e at pypest eam.ai.
Julie Bili kasp @pypest eam.com
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