ConnectNow Voice AI Agent — New Product Updated
On August 24, we officially launched the latest version of ConnectNow Voice Agent, offering more flexible voice agent options for different business scenarios.
In real-world business operations, some companies need AI agents that can understand customers’ natural language, handle multi-turn conversations, and adapt to different questions. Others already have well-established workflows and simply need an AI agent to reliably handle calls, route inquiries, confirm information, and answer basic questions.
Neither approach is better than the other. For businesses, more features do not always mean more value, and a higher level of intelligence is not always the right choice. What matters is whether the solution matches the complexity of the business and the desired customer experience, while remaining easy to deploy and maintain and making sense from a cost perspective.
With these needs in mind, this update introduces three key improvements: Service Modes, Voice Options, and Call Experience.
| Update Area | What’s New | Designed For |
|---|---|---|
| Service Modes | New IVR + Agent Balanced Mode, in addition to IVR and Agent | Different workflow complexity, performance, and cost requirements |
| Voice Options | Expanded from 300+ to 600+ voice options | Multilingual, less-common languages, and localized business needs |
| Call Experience | New typing sounds, ambient sounds, and support for custom background audio | A more natural, realistic call experience |
1. Service Modes: Balance Performance and Cost with Greater Flexibility and Workflow Control
Previously, ConnectNow Voice Agent offered two modes: IVR and Agent.
IVR Mode follows predefined menus, scripts, and workflows. It is well suited for standardized tasks such as information notifications, identity verification, simple inquiries, and call routing. For businesses with clearly defined processes and relatively predictable questions, IVR can reliably handle a high volume of repetitive calls while keeping deployment and operating costs under control.
Agent Mode understands natural language and supports multi-turn conversations. It can interpret different ways customers express themselves and use context to ask follow-up questions or adjust the direction of the conversation. This makes it a better fit for complex inquiries, multi-step information collection, and scenarios where a more conversational customer experience is required.
Agent Mode is not simply a replacement for IVR. The two modes solve different problems and are suited to different business scenarios.
With the new IVR + Agent Balanced Mode, businesses can combine both capabilities within the same workflow. Agent handles the parts of the conversation that require understanding and interaction, while IVR, predefined scripts, or fixed workflows take over once the conversation enters a standardized process.
For example, a customer can describe an order issue in their own words. Agent can identify the intent and collect the necessary information. Once the conversation moves into order lookup, identity verification, or a standard FAQ, the interaction can then be handled through a predefined workflow.
This approach allows businesses to choose the right mode based on their workflows, call volume, customer experience requirements, and budget.
| Mode | Interaction | Ideal For | Key Benefit |
|---|---|---|---|
| IVR Mode | Follows predefined menus, scripts, and workflows | Information notifications, identity verification, simple inquiries, call routing | Cost-effective, stable, and standardized |
| IVR + Agent Balanced Mode | Agent handles understanding and conversation; IVR handles standardized workflows | Business processes combining open-ended conversations with fixed workflows | Balances performance and cost while maintaining flexibility and workflow control |
| Agent Mode | Understands natural language and handles multi-turn conversations | Complex inquiries, multi-step information collection, dynamic Q&A | High performance, stronger understanding, flexible interactions |
2. Voice Options: 600+ Voice Options to Support Localized Business Needs
With this update, ConnectNow Voice Agent adds 300 new voices, expanding the total selection from 300+ to 600+ voice options.
The expanded voice library covers more languages, including a wider range of less-common languages. Businesses can select voices based on their service language, target market, and business type for use cases such as notifications, customer service, sales outreach, follow-ups, and surveys.
For businesses operating across multiple countries and regions, a broader range of voice options makes it easier to adapt to local language preferences and configure different voice styles for different business scenarios.
3. Call Experience: Ambient Sounds & Custom Background Audio for a More Natural Call Experience
The new version of ConnectNow Voice Agent supports ambient sounds such as typing sounds and background audio during calls.
In information lookup scenarios, for example, adding a subtle typing sound can provide customers with audible feedback while they wait. Background audio can also be configured based on the specific business scenario, making conversations feel closer to a real-world service environment.
In addition to the built-in ambient sounds, businesses can now upload custom background audio and configure the sound type, playback timing, and volume based on the conversation. This provides greater control over the overall call experience while keeping the agent’s voice clear and easy to understand.
From service modes to voice options and ambient sounds, this update makes ConnectNow Voice Agent more adaptable to real-world business scenarios and helps create more natural voice interactions.
Businesses can now consider performance, cost, workflow complexity, and customer experience together to choose the voice service approach that best fits each use case.
Experience the new ConnectNow Voice Agent today and choose the voice solution that fits your business.