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3 minute read
The Brief: AudioCodes has unveiled AI Agents, a new addition to its Live Hub Voice CPaaS platform. The feature allows enterprises to build, integrate, and operate voice bots powered by large language models across their existing telephony and customer engagement systems. This capability is designed to improve cost efficiency, enhance scalability, and deliver consistent around-the-clock customer experiences. Live Hub combines multiple functions such as Conversational IVR, real-time translation, and live agent assistance within a single platform. AI Agents extend these capabilities by supporting natural conversations, secure data access, and composable workflows. The solution is available for both new and existing customers, reinforcing AudioCodes’ ongoing focus on Voice AI as a growth driver.
Source: AudioCodesAudioCodes Introduces Live Hub AI Agents to Expand Voice CPaaS Offering
Analyst Perspective: The addition of Live Hub AI Agents demonstrates AudioCodes’ broader ambition to expand its voice AI ecosystem. Live Hub already consolidates diverse communication tools, but the ability to orchestrate multi-step journeys and connect secure APIs extends its relevance beyond customer support. This creates opportunities for enterprises to design industry-specific workflows in sectors such as financial services, healthcare, and logistics.
This strategy also strengthens AudioCodes’ alignment with evolving IT roadmaps. Organizations increasingly demand open, composable platforms that integrate with both legacy and cloud-based systems. The flexibility to work with third-party LLMs allows customers to avoid lock-in, while simultaneously broadening use cases for the platform.
As AI adoption accelerates, AudioCodes’ focus on modularity and continuity helps foster ecosystem growth. The company appears to be laying groundwork for immediate customer value as well as for sustained influence within the broader voice AI market.
Voice AI’s Role in Enterprise Efficiency
Enterprises continue to face rising costs in contact center operations, with staffing shortages adding further complexity. AI Agents address these challenges through automation of routine tasks, instant multilingual support, and seamless augmentation of live agent interactions. The ability to run AI-driven conversations across established telephony and engagement platforms offers organizations a pathway to scale customer service without heavy infrastructure changes. These efficiencies improve both customer satisfaction and time-to-resolution while keeping operational costs under control. Through embedding AI Agents within Live Hub, AudioCodes gives businesses an accessible way to enhance customer interactions with consistent quality and reduced reliance on manual processes.
Integrated Capabilities Through Live Hub
Live Hub was already positioned as a single, self-service cloud platform unifying multiple customer engagement capabilities. With the integration of AI Agents, organizations now gain access to a more comprehensive toolset that includes conversational IVR, real-time translation, live agent assist, and LLM-powered bots. This consolidation helps streamline management while delivering flexibility across communication channels. Native interoperability with SIP trunks, UCaaS, CCaaS, on-premises systems, WhatsApp, and WebRTC allows deployment across diverse environments. This breadth of integration ensures enterprises can build on existing resources rather than pursue costly replacements, ultimately accelerating adoption of advanced voice automation technologies.
Composable Orchestration and Business Flexibility
One of the distinguishing features of AI Agents is its composable approach to orchestration. Enterprises can design multi-step customer journeys, combine specialized sub-agents, and manage workflows that hand off seamlessly to live agents while maintaining context. This modularity creates opportunities for organizations to fine-tune service experiences based on business priorities. Through grounding conversations with enterprise data and connecting to secure APIs, AI Agents extend beyond scripted responses to deliver actionable outcomes. This flexibility makes the solution suitable for complex environments where compliance, security, and personalization are critical. The ability to tailor orchestration in this way reinforces AudioCodes’ emphasis on delivering business-driven, adaptable automation.
The Broader Implications of AI Agents
The introduction of AI Agents within Live Hub illustrates AudioCodes’ continued effort to expand its role in enterprise voice automation. Instead of positioning the solution as a standalone conversational platform, the company integrates AI within a wider communications environment that includes legacy systems, cloud-based services, and modern engagement channels. This strategy provides enterprises with a pragmatic way to adopt advanced AI technologies without disruptive upgrades.
For organizations seeking to balance cost efficiency with customer experience, AI Agents present a pathway to automate repetitive tasks while supporting more complex, human-driven engagements. The emphasis on governance, orchestration, and integration reflects a focus on real-world business needs rather than experimental AI deployments. As enterprise communications continue to advance, AudioCodes highlights how AI can be integrated in ways that balance flexibility, scalability, and operational priorities.
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