Voicegain is excited to announce the launch of Voicegain Casey, a payer focused AI Voice Agent that transforms the end-to-end call center experience with the power of generative AI. Voicegain Casey is a software suite of the following three Voice AI SaaS applications that helps a health plan or TPA call center improve operational efficiency and increase the CSAT and NPS (Net Promoter Score):
The AI Voice Agent replaces a touch-tone IVR with a modern LLM-powered human-like conversational voice experience. The AI Voice Agent can answer all calls that are received at a Health Plan or TPA Call center. It engages callers in a natural conversation and automates routine telephone calls like Claims Status, benefits inquiries and eligibility verifications. There is a very compelling business case to automate Provider phone calls in Health Plan and TPA call centers. Voicegain Casey has been specifically designed and developed for this goal. The AI Voice Assistant is also trained to perform HIPAA Validation and triaging of calls. So if the AI has not been trained to answer a specific question, it routes the call to the call center for live assistance.
Voicegain AI Co-Pilot is a browser extension that runs as a browser side-panel of Call Center Agent's CRM. This Co-Pilot is integrated with the Contact Center/CCaaS platform used in the Call Center. When a call transferred by the AI Voice Agent is eventually answered by a Live Agent, all the information collected by the AI Voice Assistant is presented as a "Screen-Pop" on the Desktop of the Live Agent (also referred to as CTI). This CTI/Screen pop feature ensures that the front-line call center staff can continue the conversation from where the AI Voice Agent left off. In addition to this Screen-Pop, the AI Co-Pilot also guides the front-line call center staff in real-time by listening, transcribing and analyzing the conversation and providing real-time guidance . The AI Co-Pilot also generates a summary of the conversation within five seconds of the completion of the call. This automated summarization easily saves 1-2 mins of wrap-up time or after call work which is very common in these health plan and TPA call centers.
Voicegain AI QA & Coach is a browser-based AI SaaS application that is used by Team-leaders, QA Call Coaches/Analysts and Operations Managers in a call center. This AI SaaS app records, transcribes and analyzes the entire conversation. It measure the sentiment of the callers and computes the QA score. Voicegain uses the latest open-source reasoning LLMs (like LLAMA 3, Gemma) and closed-source reasoning models like o-3 from Open AI. With the power of modern reasoning models, almost the entire QA score-card (approximately 80% of the questions) can be easily answered using AI. This SaaS App also provides a database of all whole-call-recordings of the entire conversation of the customer - which includes the AI Voice Assistant part, the transfer to the specific Call Center queue and eventually the entire conversation between the Live Agent and the Caller.
Voicegain Casey requires the following 3 key integrations to help with automation and real-time assistance.
Voicegain Casey integrates with modern CCaaS platforms. Current Integrations include Aircall, Five9 and Genesys Cloud. Planned integrations include Ringcentral, NICE CXOne and Dialpad.
Voicegain Casey integrates with the CRM software of the Health plan or the TPA. This can be an off-the-shelf CRM like Zendesk or Salesforce. It can also be a proprietary/homegrown CRM. As long as the CRM is a browser-based SaaS application, this should not be an issue. Voicegain Casey AI Co-Pilot is a browser-extension that is installed in the side-panel of the same browser tab as the CRM. At the end of the call, the summary of the call is automatically generated and available on the browser extension within 5 seconds of the end of the call.
Voicegain Casey needs access to the member eligibility and claims data.
For further information on Voicegain Casey, including a demo, please visit this link
If you would like to understand Voicegain Casey in more detail or if you would prefer a detailed product demo over a Zoom video call, please do not hesitate to send us an email. You can reach us at sales@voicegain.ai or support@voicegain.ai
This Article provides an overview of how AI Voice Agents can lower call center operating costs and also simultaneously elevate the brand perception and customer service reputation of the health plan or the TPA. These AI Voice Agents can automate routine inquiries like Claim Status, Eligibility Verification and Benefits Inquiries.
Health Plans and TPAs face intense pressure to lower operating costs. There are several reasons 1) Medicare (& Medicare Advantage) and Medicaid reimbursement rates are going down. 2) Commercial Groups are pushing back on decades of price increases. 3) Lucrative revenue sources like pharmacy rebates are drying up.
There is also an urgent need to elevate the member experience and improve the Net Promoter Score (NPS) . Newer products like level-funded, direct primary care and ICHRAs are directly competing with Health plans and TPAs and member experience is increasingly the source of competitive advantage.
A modern LLM-Powered AI Voice Agent can transform the call center experience. It can answer all the calls received at the call center - whether they are from members or providers. Callers can speak in full sentences with the AI Voice Agent and describe the reason for their call in their own language.
If the call is a routine inquiry like verifying eligibility or getting claims status, an AI Voice Agent can easily engage callers in a conversational experience, provide the answers and complete the call. In order to fully automate or answer these calls, the AI Voice Agents needs to integrate with the Payer's backend systems. These include member and eligibility databases, the CCaaS System and the CRM System.
Also AI Voice Agents is no longer a technology that will only become practical in the future. Unlike other technologies, AI is gaining rapid acceptance and such natural conversational interactions are a reality today. This Generative AI based Voice Agent has already been implemented in some of the fast-moving TPAs and health plans.
Any Health Plan or TPA will want an AI Voice Agent that seamlessly integrates with the phone system or CCaaS platform being used. Modern CCaaS platforms include Five9, Genesys Cloud, Dialpad, Nice CXOne, RingCentral and Avaya.
The AI Voice Agent should be able to transfer a call over the PSTN to the appropriate queue in the CCaaS platform based on the reason for the call. And most importantly, when an Agent actually becomes available and is able to take a call that is transferred by the AI Voice Agent, the Agent should receive a "Screen Pop" of all the information or context of the interaction with the AI Voice Agent. The most frustrating thing from a user-experience standpoint is to design a system or process where the caller has to repeat information that was already provided to the AI Voice Agent.
Even after the call is answered by the human agent, the AI Voice Agent should continue to monitor and listen to the conversation between the caller and the Live Agent. In other words, it is not sufficient to just provide the context of the caller's interaction with the AI Voice Agent. It is also very important to guide and help the AI Agent in real-time. In order to do this, the AI needs to have access to the real-time audio stream, stream the audio to a Large Language model secured with adequate guardrails. As context, the LLM needs to be provided with internal knowledge-base or support articles as context.
After the call is answered by the human agent, the AI Voice Agent should automatically extract sentiment and key audio and NLU metrics and also score or rate the interaction between the caller and the Live Agent for Quality Assurance purposes.
If you are at a Health Plan or a TPA? You can experience how Casey, Voicegain's AI Voice Agent for Payers, interacts with callers in call centers today.
Here is a link to experience our demo. All it needs is 5 minutes. In-depth instructions to interact with the Demo are provided on the website.
Voicegain is excited to announce the launch of Voicegain Casey, a payer focused AI Voice Agent that transforms the end-to-end call center experience with the power of generative AI. Voicegain Casey is a software suite of the following three Voice AI SaaS applications that helps a health plan or TPA call center improve operational efficiency and increase the CSAT and NPS (Net Promoter Score):
The AI Voice Agent replaces a touch-tone IVR with a modern LLM-powered human-like conversational voice experience. The AI Voice Agent can answer all calls that are received at a Health Plan or TPA Call center. It engages callers in a natural conversation and automates routine telephone calls like Claims Status, benefits inquiries and eligibility verifications. There is a very compelling business case to automate Provider phone calls in Health Plan and TPA call centers. Voicegain Casey has been specifically designed and developed for this goal. The AI Voice Assistant is also trained to perform HIPAA Validation and triaging of calls. So if the AI has not been trained to answer a specific question, it routes the call to the call center for live assistance.
Voicegain AI Co-Pilot is a browser extension that runs as a browser side-panel of Call Center Agent's CRM. This Co-Pilot is integrated with the Contact Center/CCaaS platform used in the Call Center. When a call transferred by the AI Voice Agent is eventually answered by a Live Agent, all the information collected by the AI Voice Assistant is presented as a "Screen-Pop" on the Desktop of the Live Agent (also referred to as CTI). This CTI/Screen pop feature ensures that the front-line call center staff can continue the conversation from where the AI Voice Agent left off. In addition to this Screen-Pop, the AI Co-Pilot also guides the front-line call center staff in real-time by listening, transcribing and analyzing the conversation and providing real-time guidance . The AI Co-Pilot also generates a summary of the conversation within five seconds of the completion of the call. This automated summarization easily saves 1-2 mins of wrap-up time or after call work which is very common in these health plan and TPA call centers.
Voicegain AI QA & Coach is a browser-based AI SaaS application that is used by Team-leaders, QA Call Coaches/Analysts and Operations Managers in a call center. This AI SaaS app records, transcribes and analyzes the entire conversation. It measure the sentiment of the callers and computes the QA score. Voicegain uses the latest open-source reasoning LLMs (like LLAMA 3, Gemma) and closed-source reasoning models like o-3 from Open AI. With the power of modern reasoning models, almost the entire QA score-card (approximately 80% of the questions) can be easily answered using AI. This SaaS App also provides a database of all whole-call-recordings of the entire conversation of the customer - which includes the AI Voice Assistant part, the transfer to the specific Call Center queue and eventually the entire conversation between the Live Agent and the Caller.
Voicegain Casey requires the following 3 key integrations to help with automation and real-time assistance.
Voicegain Casey integrates with modern CCaaS platforms. Current Integrations include Aircall, Five9 and Genesys Cloud. Planned integrations include Ringcentral, NICE CXOne and Dialpad.
Voicegain Casey integrates with the CRM software of the Health plan or the TPA. This can be an off-the-shelf CRM like Zendesk or Salesforce. It can also be a proprietary/homegrown CRM. As long as the CRM is a browser-based SaaS application, this should not be an issue. Voicegain Casey AI Co-Pilot is a browser-extension that is installed in the side-panel of the same browser tab as the CRM. At the end of the call, the summary of the call is automatically generated and available on the browser extension within 5 seconds of the end of the call.
Voicegain Casey needs access to the member eligibility and claims data.
For further information on Voicegain Casey, including a demo, please visit this link
If you would like to understand Voicegain Casey in more detail or if you would prefer a detailed product demo over a Zoom video call, please do not hesitate to send us an email. You can reach us at sales@voicegain.ai or support@voicegain.ai
Voicegain, the leading Privacy-first Voice AI platform for enterprises and AI SaaS companies, is thrilled to announce the successful completion of a System and Organizational Control (SOC) 2 Type 2 Audit performed by Johanson LLP. This achievement underscores Voicegain's ongoing commitment to the highest standards of security, availability, and confidentiality for customer data.
Developed by the American Institute of Certified Public Accountants (AICPA), the SOC 2 Information security audit provides a report on the examination of controls relevant to the trust services criteria categories covering security, availability, processing integrity, confidentiality, and privacy. Voicegain’s SOC 2 Type 2 report did not have any noted exceptions and was therefore issued with a “clean” audit opinion from Johanson LLP. The SOC 2 Type 2 certification is widely recognized as a rigorous measure of an organization’s systems and controls over an extended period.
"As a Privacy first Voice AI Platform, data protection and trust are at the heart of Voicegain. Whether you are a developer working for a startup using our APIs or a Fortune 500 enterprise user of our platform, you shouldn’t have to worry about the controls in place for your sensitive voice data. It has been close to 2 years since we embarked on our SOC 2 Type 1 journey and I am really proud of what our team has accomplished. We look forward to providing businesses worldwide with Voice AI solutions that deliver true peace of mind when it comes to security and compliance" said Dr Jacek Jarmulak, Co-founder, CTO & CISO Of Voicegain.
Service Organization Control 2(SOC2) is a set of criteria established by the American Institute of Certified Public Accountants (AICPA) to assess controls relevant to the security, availability, and processing integrity of the systems a service organization uses to process users’ data and the confidentiality and privacy of the information processed by these systems. SOC 2 compliance is important for Voice AI platforms like Voicegain, as it demonstrates that we have implemented controls to safeguard users’ data.
There are two types of SOC 2 compliance:
From a functional standpoint, achieving SOC 2 Type 2 compliance doesn’t change anything. Our APIs and Apps will work exactly as they always have and as expected. However SOC 2 Type 2 compliance means that we have established a set of controls and processes to ensure the security of our users’ data. This compliance demonstrates that we have the necessary measures in place to protect sensitive information from unauthorized access and disclosure.
Our commitment to security doesn’t end with SOC 2 Type 2. We are looking forward to increasing the maturity of the entire security process. This includes the following:
"We understand that in today's fast moving industry landscape, data security is non-negotiable," added Arun Santhebennur, Co-founder & CEO of Voicegain. "By achieving SOC 2 Type 2 compliance, we aim to set a high watermark in the Voice AI market. Our customers can have full confidence that their sensitive information is protected throughout its lifecycle."
To request a copy of our SOC 2 Type 2 report, please email security.it@voicegain.ai
This article outlines how the modern Voicegain deep-learning based Speech-to-Text/ASR can be a simple and affordable alternative for businesses that are looking for a quick and easy replacement to their on-premise Nuance Recognizer. Nuance has announced that its going to end support for Nuance Recognizer, its grammar-based ASR which uses the MRCP protocol, sometime in 2026 or 2027. So organizations that have a Speech-enabled IVR as their front door to the contact center need to start planning now.
With the rise of Generative AI and highly accurate low latency speech-to-text models, the front door of the call center is poised for major transformation. The infamous and highly frustrating IVR phone menu will be replaced by Conversational AI Voicebots; but this will likely happen over the next 3-5 years. As enterprises start to plan their migration journey from these tree-based IVRs to an Agentic AI future, they would like to do this on their timelines. In other words, they do not want to be forced to do this under the pressure of a deadline because of EOL of their vendor.
In addition, the migration path proposed by Nuance is a multi-tenant cloud offering. While a cloud based ASR/Speech-to-Text engine is likely to make sense for most businesses, there are companies in regulated sectors that are prevented from sending their sensitive audio data to a multi-tenant cloud offering.
In addition to the EOL announcement by Nuance for their on-premise ASR, a major IVR platform vendor like Genesys has also announced that its premise-based offerings - Genesys Engage and Genesys Connect - will also approach EOL at the same time as the Nuance ASR.
So businesses that want a modern Gen AI powered Voice Assistant but want to keep the IVR on-premise in their datacenter or behind their firewall in a VPC will need to start planning very quickly what their strategy is going to be.
At Voicegain, we allow enterprises that are in this situation and want to remain on-premise or in their VPC with a modern Voicebot platform. This Voicebot platform runs on modern Kubernetes clusters and leverages the latest NVIDIA GPUs.
Rewriting the IVR Application logic to migrate from a tree-based IVR menu to a conversational Voice Assistant is a journey. It would require investments and allocation of resources. Hence a good first step is to simply replace the underlying Nuance ASR (and possibly the IVR platform too). This will guarantee that a company can migrate to a modern Gen-AI Voice Assistant on its timelines.
Voicegain offers a modern highly accurate deep-learning-based Speech-to-text engine trained on hundreds of thousands of hours of telephone conversations. It is integrated into our native modern telephony stack. It can also talk over the MRCP protocol with VoiceXML based IVR platforms and it supports the traditional Speech grammars (SRGS, JJSGF). Voicegain also supports a range of built-in grammars (like Zipcode, Dates etc).
As a result, it is a simple "drop-in" replacement to the Nuance Recognizer. There is no need to rewrite the current IVR application. Instead of pointing to the IP address of the Nuance Server, the VoiceXML platform just needs to be reconfigured to point to the IP address of the Voicegain ASR server. This should take no more than a couple of minutes.
In addition to the Voicegain ASR/STT engine, we also offer a Telephony Bot API. This is a callback style API that includes our native IVR platform and ASR/STT engine can be used to build Gen AI powered Voicebots. It integrates with leading LLMs - both cloud and open-source premise based - to drive a natural language conversation with the callers.
If you would like to discuss your IVR migration journey, please email us at sales@voicegain.ai . At Voicegain, we have decades of experience in designing, building and launching conversational IVRs and Voice Assistants.
Here is also a link to more information. Please feel free to schedule a call directly with one of our Co-founders.
Nuance just announced that the Nuance Recognizer which is a MRCP grammar-based ASR will reach EOL in May 2027. This decision affects a significant number of on-premise speech-enabled IVR systems that rely on the Nuance Recognizer, creating uncertainty for many businesses.
If you are impacted by this decision, this post outlines an immediate fix while preparing companies for an AI future.
The decision appears to be driven by two primary factors:
Nuance provides two upgrade options, but neither is fully compatible with existing IVRs:
The EOL announcement introduces two major hurdles for businesses:
If your business relies on Nuance’s MRCP-based ASR (as of November 2024), now is the time to plan for a replacement. Below, we outline a solution that allows you to continue using your existing IVR without major disruptions.
Voicegain offers a seamless alternative to Nuance's grammar-based MRCP ASR. Our platform:
This allows you to maintain your current IVR workflow until you're ready to upgrade on your terms.
Over the next few years, many businesses will transition to generative AI-powered phone agents to improve caller experiences and increase automation rates. While this is a promising future, businesses shouldn’t feel forced to move to the cloud just to access these capabilities.
Voicegain’s deep-learning-based large-vocabulary STT engine is designed to evolve with your needs:
To discuss your upgrade options, email us at sales@voicegain.ai. If you'd like to test our solution, sign up for a free developer account (no credit card required) and get 1,500 free hours of usage. Visit the link in the instructions, and once signed up, contact support@voicegain.ai to request MRCP access.
Start future-proofing your IVR system today with Voicegain.
This articles provides an overview of Voicegain SIP Media Stream Back-to-Back User Agent (B2BUA), a Contact Center Platform agnostic solution that forks real-time SIP media streams from premise-based contact centers to Voicegain Speech-to-Text for real-time transcription. In SIP telephony, B2BUA stands for Back-to-Back User Agent and is a specific network element that can both terminate and originate media streams. This is explained further in this post.
The Voicegain SIP Media B2BUA is a containerized solution that is deployed in the same network as the Contact Center platform. Once configured, Developers or enterprise customers can get real-time access to speaker-separated transcripts (over a Websocket connection).
The Voicegain SIP Media B2BUA is a solution for enterprises and SaaS ISVs looking to extend their real-time LLM-powered Voice AI application to premise-based contact centers. Examples of such on-premise contact center platforms include Avaya, Genesys or Cisco. The Generative Voice AI applications supported include Real-Time Agent Assist or Voice AI Co-Pilots, Real-time sentiment analysis, voice biometrics and other types of real-time speech analytics apps.
Most premise-based Contact Center platforms - whether it is from Avaya, Genesys, or Cisco - do not provide programmatic access to real-time media streams. While these systems are reliable for call routing and management, they were not designed for modern LLM-powered AI applications.
Traditionally forking of media streams is supported by a Session Border Controller (SBC), a separate network element that sits "in front" of the Call Center platform. These SBCs rely on a protocol called SIPREC to fork these media streams. However SIPREC is primarily intended for network-based compliant call recording and commercial compliant recording vendors like NICE or Verint leverage the SIPREC protocol to access real-time media streams from premise-based contact center platforms.
However there are many pain points :
1) Only large enterprises have implemented Session Border Controllers.
2) Even if an enterprise has an SBC, the forking media capacity is used up by the call recording solution. Adding an additional streaming option for generative AI requires upgrades to hardware and software licensing on the SBC.
Voicegain offers a highly scalable, reliable and fully contained SIP Media Stream B2BUA to address the challenge discussed above. This B2BUA is a containerized network element that is deployed in the same network as the premise-based contact center. From a SIP Protocol standpoint, this Media Stream Back-to-Back User Agent (B2BUA) acts as a transparent media relay while forking SIP RTP media streams to real-time Speech-to-Text.
What is a B2BUA? Unlike a simple SIP proxy that only handles signaling, a Back-to-Back User Agent terminates and re-originates both signaling and media streams, allowing it to manipulate call flows while maintaining access to the audio content.
The Voicegain SIP Media Stream B2BUA is:
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The diagram above show cases the call flow to fork media streams for real-time transcription.
At a high-level, most SIP-based Contact Center ACDs like Avaya Communication Manager, Genesys Engage and Cisco UCCE support creation of SIP Trunks. The Voicegain SIP Media Stream B2BUA is a SIP Server/SIP Peer that connects to the premise-based ACD over a dedicated SIP trunk. It can receive calls from and make calls to the premise-based ACD.
The overall call flow has the following steps:
To summarize, what is needed is to configure a SIP Trunk on the current Contact Center ACD and use that to transfer calls to Voicegain Media Stream B2BUA (which is the equivalent of initiating a SIP INVITE). The Medial Stream SIP B2BUA in turn bridges the DID of the Contact Center Queue or IVR (which is a SIP INVITE to the destination SIP URI) over the same SIP Trunk and then forks the two RTP streams (caller & Agent) to Voicegain STT.
The Voicegain SIP Media Stream B2BUA has been deployed in production application for a leading health care customer with an On-Premise Avaya Contact Center.
To deploy the Voicegain SIP Media Stream Proxy, you'll need:
If you have an on-premise contact center and you would like to discuss getting access to the real-time media stream, please contact us at support@voicegain.ai
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Voicegain helps developers build awesome voice enabled apps by providing them with the most accurate, affordable and accessible Speech-to-Text platform.
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