Broadvoice, a customer experience solutions provider, has launched GoEngage and AI Analyst for GoContact.
GoEngage automates inbound voice interactions with a natural, human-like cadence. AI Analyst gives contact center leaders instant answers to operational questions.
"The future of customer experience isn't just AI that answers questions; it's AI that understands, acts, and advises," said Broadvoice Chief Product Officer Gurdip Jande in a statement. "With GoContact AI, organizations can automate customer interactions, execute business workflows, seamlessly escalate to human experts with full context, and equip every supervisor with an AI Analyst that transforms data into decisions. That's how we help businesses deliver exceptional customer experiences at scale."
Built on speech-to-speech technology, GoEngage processes audio directly to catch tone, interruptions, and natural pauses, then responds with human-like fluidity. Callers explain what they need in their own words, and GoEngage handles the request. When conversations need a human, it passes full interaction history for a contextual handoff.
AI Analyst lets CX leaders explore performance in plain language and get insights based on their data.
"Broadvoice was built on the belief that conversations matter," said Jim Murphy, CEO of Broadvoice, in a statement. "Twenty years later, that hasn't changed. What has changed is what technology can do inside those conversations. With GoEngage and AI Analyst, we're helping businesses use AI to answer more customer needs, understand what's happening across their operations, and deliver experiences at scale."