babelforce has announced the launch of new voice capabilities for Zendesk’s AI Agents, enabling businesses to offer generative AI-powered customer service over the phone for the first time.
This release expands the range of support scenarios where Zendesk’s AI product is a fit. Until now, AI Agents handled only text-based queries.
With the integration of babelforce’s voice and text processing, companies can now extend the same AI-driven service models used in chat to voice channels – without the need to build new workflows.
“From the point of view of Zendesk AI, the interactions are still just text,” said Katrin Geske, Head of Strategic Product Management at babelforce.
“The voice processing – both inputs and outputs for customers – happens entirely inside the babelforce platform. That brings implementation time down to just a few days, because a lot of the heavy lifting is already done.”
Pierce Buckley, CEO and Co-founder of babelforce, sees the move as a natural next step for AI in customer experience:
“There’s a lot of AI hype out there, but what customers really want is outcomes – fewer tickets, faster answers, and less stress for their teams. This product actually delivers that. We’ve worked incredibly hard to make something powerful feel effortless.
This isn’t about experimenting with AI – it’s about putting it to work. AI Agents aren’t just assistants; they’re trained, ready, and fully capable of resolving customer calls on their own. That’s what makes this moment exciting.”
The integration is designed to make it easier for organizations to deploy AI across multiple customer service channels while maintaining consistent workflows and outcomes.
To explore babelforce’s new voice capabilities further, watch the video below:
AI Agents for Zendesk are available now. To see them in action, you can visit: babelforce.com/integration-with-zendesk/
For more information about babelforce - visit the babelforce Website
About babelforce
babelforce is the composable customer experience platform uniting agents and automation.
Our platform gives you the power to create the customer experiences you’ve always wanted, with tools anyone can use. Find out more about babelforce
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 14th Apr 2025
Read more about - Latest News, babelforce
