Conversation Relay
AI agent · Voice agent · Customer support by Twilio
Build advanced voice AI for natural, human-like customer conversations at scale.
Conversation Relay is a voice AI agent solution that enables natural, human-like customer conversations by streaming bidirectional audio between Twilio Voice and AI services. It is ideal for businesses looking to automate support and sales calls with agents that can handle interruptions and seamless human handoffs.
Agent specs
- What it does
- Conversation Relay streams bidirectional audio between Twilio Voice and an AI service to power human-like voice conversations.
- For
- Businesses looking to integrate voice AI into their communications stack for customer conversations.
- Actions
- speech recognition, text-to-speech, voice synthesis
- Integrations
- Twilio Voice
- Channels
- phone
- Per minute
- $0.07/min.
- Availability
- Generally available via Twilio's platform.
- Price
- From 0.07 USD min
- Launched
- 2024-06-24
- Languages
- English
Category: Conversational AI
- Channels
- Voice, Phone calls
- Latency
- Real-time bidirectional streaming
- Deployment
- Cloud-based via Twilio Voice infrastructure
- Pricing Unit
- $0.07 per minute
- Core Functions
- STT, TTS, Voice Synthesis
- Audio Type
- Bidirectional streaming
- Starts at $0.07 per minute usage-based pricing
- Automated speech recognition, TTS, and voice synthesis
- Handles natural turn-taking and interruptions at scale
- Seamless handoff between AI and human agents
Overview
Conversation Relay is Twilio's AI-powered voice agent solution designed for businesses to build advanced conversational experiences. It functions by streaming bidirectional audio between Twilio Voice and a business's chosen AI service or LLM, handling the complexities of speech recognition, text-to-speech, and voice synthesis. The service enables AI agents to understand customer intent and take real-world actions, such as resolving support requests or guiding users through complex workflows. It is built to manage natural conversation dynamics, including turn-taking and interruptions, at enterprise scale. By integrating with the broader Twilio platform, it allows for seamless handoffs between AI and human agents while maintaining persistent conversation memory.
Voice Interaction Tasks
- Bidirectional Audio Streaming: The service streams bidirectional audio between Twilio Voice and a business's AI service to enable real-time communication.
- Automated Speech Processing: Twilio handles speech recognition, text-to-speech, and voice synthesis automatically so developers can focus on AI logic.
- Interaction Management: The system is designed to manage natural conversation elements including turn-taking and interruptions at scale.
- Intent-Driven Action: AI agents can understand customer intent and take real-world actions across the full interaction.
Platform Integration
- Voice API Integration: AI agents can be connected directly to Twilio Voice calls to resolve, guide, or route conversations.
- Persistent Memory Integration: The product integrates with Conversation Memory to build a persistent customer memory across interactions.
- Orchestration Support: Conversation Relay works with Conversation Orchestrator to coordinate interactions across channels and agents.
- Seamless Handoffs: The service enables smooth transitions and handoffs between AI agents and human representatives without losing context.
What it does
- Stream bidirectional audio between Twilio Voice and AI services
- Handle speech recognition (STT)
- Manage text-to-speech (TTS) and voice synthesis
- Process turn-taking and interruptions
- Execute real-world tasks based on intent
- Route and guide conversations in real time
Published results
- 70% of customer support cases deflected while maintaining CSAT
- 41% of businesses report significant time savings from using AI
Use cases
- Support teams use Conversation Relay to deploy AI agents that resolve routine requests and only escalate complex issues to humans.
- Sales organizations implement voice AI to guide customers through product inquiries and capture lead information automatically.
- Service providers use the bidirectional streaming to create human-like IVR systems that handle natural interruptions and turn-taking.
- Enterprises integrate the agent with Conversation Memory to ensure returning callers never have to repeat their previous interaction details.
Specifications
- Channels
- Voice, Phone calls
- Latency
- Real-time bidirectional streaming
- Human control
- Enables seamless handoff between AI and human agents without losing conversation context
- Deployment
- Cloud-based via Twilio Voice infrastructure
- Pricing Unit
- $0.07 per minute
- Core Functions
- STT, TTS, Voice Synthesis
- Audio Type
- Bidirectional streaming
- Integration Method
- API / SDK
- Platform Compatibility
- Twilio Voice
How it works
- Connect AI Service: Connect your LLM or AI service to Twilio Voice using the Conversation Relay API.
- Configure Audio Streaming: Configure the bidirectional audio stream to allow your AI logic to receive and send voice data.
- Deploy to Voice Calls: Deploy the agent to handle live phone calls, where Twilio manages the speech-to-text and text-to-speech processing.
Pricing
- Conversation Relay Usage
- Starts at $0.07/min
FAQ
How much does Conversation Relay cost?
Conversation Relay starts at $0.07 per minute for usage.
How does Conversation Relay work with AI?
It streams bidirectional audio between Twilio Voice and your AI service, handling speech recognition, text-to-speech, and voice synthesis.
Can it handle interruptions during a call?
Yes, it is designed to handle natural conversation elements like turn-taking and interruptions at scale.
How does it handle handoffs to human agents?
It allows AI agents and human agents to work as one team by enabling shared context and seamless handoffs between them.
Added by AntSpace from public sources (twilio.com).