Key information

Traditional IVRs (Interactive Voice Response) rely on rigid phone trees (“Press 1 for billing, Press 2 for support”), while Zowie Phone delivers a natural, conversational experience.

One setup across channels – Zowie Phone reuses the same AI Agent configuration as chat and email. No need to build separate call flows.
Conversational, not menu-driven – Customers can just speak naturally instead of navigating phone trees.
Context-aware – Zowie retains customer context across the call.
Scalable across languages – Zowie Phone supports 36 languages, however only one language per phone line is available today.
Lower cost, higher satisfaction – Automates common inquiries, reduces live agent workload, and improves caller experience.
Fully measurable – All voice interactions are available as transcripts in Supervisor, making performance transparent and reviewable.
Work with your systems - Calls are routed through SIP-based telephony providers and can seamlessly hand off to human agents in your existing phone systems (e.g., Genesys, Talkdesk, Twilio Flex, Amazon Connect, Aircall)

Configuring Zowie Phone

Zowie Phone uses your existing AI Agent configuration to power common behaviors (greetings, goodbyes, and overall conversation style). This means the same intents, processes, knowledge, and persona you’ve already set up for chat and email also apply to phone.

Customize your Voice

On top of that shared AI Agent configuration, you can adjust settings specific to the Phone channel. Details can be found here.

Zowie Phone and your existing systems

Zowie Phone is designed to work alongside the telephony and agent systems you already use. It doesn’t replace your phone provider or contact center software — instead, it connects through SIP (Session Initiation Protocol) to route calls between the AI Agent, your telephony provider, and your human agents.

Telephony providers (e.g., Twilio, Plivo, Telnyx, Bandwidth) host your phone numbers and deliver calls to Zowie over SIP. When a customer dials your number, the call is directed to the AI Agent for handling.
Agent-facing systems (e.g., Genesys Cloud, Talkdesk, Amazon Connect, Twilio Flex, Cisco, 3CX) are where your human agents answer calls. If the AI Agent can’t resolve a conversation, it hands the call back to your phone system, which then routes it to an available agent.
Collaboration between AI and agents happens through this handoff. The AI Agent acts as the first line of support, resolving common requests, and seamlessly transferring callers to a queue or agent when needed.

Connecting your system to Zowie Phone

Your phone numbers must be hosted with a SIP-capable provider.
Incoming calls are pointed to Zowie’s SIP endpoint.
Zowie’s AI Agent handles the call until resolution or handoff is needed.
If handed off, the call is transferred back into your agent system via SIP.

This setup ensures that you can automate calls without changing your existing infrastructure — Zowie Phone works as an intelligent layer on top of your current telephony and agent platforms.

Configuring handoff for Phone

Handoff ensures that when the AI Agent cannot resolve a customer’s request, the call is smoothly transferred to a human agent. Zowie Phone relies on your existing telephony and agent systems to complete this transfer.

How it works

The AI Agent begins as the first line of support, handling incoming calls.
If a process requires escalation or the caller’s request cannot be resolved, the AI Agent triggers a handoff.
The call is then transferred via SIP to the predefined destination in your agent system (e.g., Genesys, Talkdesk, Twilio Flex, Amazon Connect).
Today, the handoff setup is configured with the support of Zowie’s Customer Success team. They will guide you in defining the right SIP targets and verifying the flow.

What you need to configure

Agent SIP number – The internal number where unresolved calls will be routed.
Fallback SIP number – A backup destination if the primary handoff target is unavailable.
Queue or agent assignment – Depending on your system, define whether handoff goes to a specific queue, skill group, or fallback agent.

Once set, every time the AI Agent escalates a call, the caller will be connected to your human support team without disruption.

Language support

Zowie Phone supports 36 languages for both speech recognition (STT) and text-to-speech (TTS). Each phone line can be configured in one language, which means greetings, understanding, and replies all follow that setting. If you want to provide multilingual support, you’ll need to assign separate phone numbers for each language.

When setting up a line, you can:

Select the language from the list of supported options.
Choose a matching voice and its characteristics.
Add custom vocabulary to improve recognition of brand names, product terms, or uncommon words.
Define pronunciations so the AI Agent speaks key words naturally.

Language selection affects every part of the call — from the initial greeting, to how customer input is understood, to the tone of the goodbye. This ensures a consistent and localized experience for each market you support.

Languages supported by Zowie Phone: Arabic, Bengali, Bulgarian, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese.