Voice AI is moving beyond automation. Businesses now need more control over how conversations are handled, where data is processed and how customer interactions are measured. June’s updates cover three areas – call recording management, private voice AI infrastructure and customer engagement analytics.
Flexible call recording with built-in compliance controls
Call recording is a core part of many customer operations, but different industries have different requirements around consent and data handling. We introduced a new dynamic recording consent capability that allows teams to manage recording logic directly inside conversation scenarios. Instead of using one fixed recording setup, businesses can now choose how recording works:
- Recording starts only after customer approval
- Recording is active by default with an opt-out option
- Recording can be always enabled or disabled
Consent actions are stored separately for each call, creating a clear audit trail that supports GDPR requirements and telecom-specific compliance needs. This gives businesses more flexibility when designing customer conversations while keeping compliance requirements built into the workflow.
Local text-to-speech for secure AI voice projects
Voice AI adoption is increasing. Some industries require control over infrastructure, data processing and deployment alongside voice quality. We expanded our AI voice capabilities with a local text-to-speech solution that runs inside our own infrastructure environment instead of depending only on external providers. The solution is already running in a live project and supports multiple parallel voice conversations. For companies working with sensitive customer data, this creates a new option: combine AI-driven conversations with a more controlled deployment model.
Preparing voice AI for regulated industries
As AI voice solutions become part of critical business processes, deployment flexibility becomes increasingly important. We are developing an on-premises version of our Voice Agent platform for organisations that require strict data handling and security standards, including banks, telecom operators and other enterprise environments. The goal is to support businesses that want to use conversational AI while keeping their infrastructure requirements in mind.
From SMS delivery to AI-powered customer insights
Messaging is evolving beyond notifications and campaigns. Our work with financial services clients shows how SMS infrastructure can evolve into a more capable engagement platform. By combining messaging with AI analytics, businesses gain visibility into customer journeys, campaign performance and post-interaction outcomes. This approach helps companies move from measuring delivery rates to understanding real business outcomes.
What this means in practice
These updates improve three parts of the customer communication workflow:
- Configurable recording consent within conversation scenarios
- Private voice AI infrastructure for data-sensitive deployments
- Messaging analytics connected to measurable business outcomes
Communication platforms are evolving into intelligent infrastructure for customer experience. The scope extends well beyond message delivery and call handling. Explore our updated platform capabilities.
