Vonage Virtual Assistant
AI handles the routine requests, so your agents can manage the moments that matter.
Vonage Virtual Assistant (Vonage VA) lets you shift live agents from the routine to the complex. AI completes common customer requests across voice and digital channels, without locking you into any specific AI model. This helps resolve multi-step tasks end-to-end without human intervention. And if customers need human help, the agent has the context for a seamless handoff.
Take back time
Most virtual assistants are good at the easy stuff. Vonage Virtual Assistant is built for what happens after that, more volume, more complexity, and fewer reasons to hand every interaction over to an agent. So your team spends less time on repetitive requests and more time on the conversations that genuinely need a human.
Resolve routine questions 24/7 directly from your existing CRM or ERP, without the wait
Scale contact center capacity without adding headcount
Free your team for complex, sensitive, and high-value interactions
Maintain accuracy and compliance across every automated interaction
Expand capability within your current tech stack
Resolve routine needs instantly
Vonage Virtual Assistant solves for the following enterprise and CX pain points:
Agents answer the same questions
Vonage VA handles high-volume, repeatable questions around the clock, accurately and immediately.
24/7 service
Vonage VA sustains service quality outside business hours and during unexpected demand spikes. No extra staff required.
The need to reach customers first
You set the rules — for reminders, surveys, and more — all accurately delivered at scale.
Nobody starts from scratch
Thanks to Vonage VA, agents will have all pertinent information before handoff.
Automation, your way
Vonage Virtual Assistant targets key contact center areas for automation — without locking you into one AI model. VA gives you two within the same platform, selectable at the agent level without reprocuring.
Hybrid NLU: Combines the reliability of rules-based processing with the contextual flexibility of large language models. This delivers up to 20% improvement in containment rate compared to intent-only approaches.
Agentic NLU: Understands what a customer is trying to accomplish, identifies the requirements, and completes multi-step tasks end-to-end without human intervention. As automation needs evolve, you can simply switch the approach without rebuilding from scratch.
Vonage Knowledge AI
Just direct Vonage VA to your existing documents, FAQs, help articles, or web pages, and it answers customer questions directly from those sources. There’s no need for intent mapping, training overhead, or flow-building.
Vonage Knowledge AI provides accurate answers with zero guesswork.
Responses are only drawn from what you’ve reviewed and approved.
When no verified answer exists, the VA acknowledges the gap rather than guessing.
The experience is auditable, explainable, and controlled by design.
Continuity and simplicity
Vonage brings the tools to deploy your virtual agent and service customers with confidence.
Context that carries forward
Agent receives the complete picture — so the conversation can continue without the customer repeating details.
Voice, WhatsApp, SMS, and webchat
A single Vonage VA deployment allows customers to move between channels without losing continuity.
Compliance and enterprise integration
Vonage Virtual Assistant works inside your current system, with native Salesforce integration plus CRM and ERP connectivity.
Flexible deployment your way
Vonage AI Studio helps you go live without deep technical resources. Or the Vonage conversation design team can manage it all.
“From scoping to execution, Vonage tailored every step to address our unique business and the challenges we were facing. With our new solution, our average caller wait times went from four minutes to just 23 seconds, and our monthly service level agreement compliance climbed to over 90%. We’re empowering agents and making our customers happier, making it clear that when the right technology meets the right vision, successful transformation is possible.”
FAQs
No, Vonage VA works inside the stack you already run, with native Salesforce integration maintaining your existing workflows. For other CRMs and ERPs, webhook connectivity means you add automation capability without rebuilding anything.
Most virtual assistant platforms answer from whatever they can access. Vonage VA is different. That’s because you define what the VA can and cannot do, whether that's intent-based conversation flows, Vonage Knowledge AI responses drawn from content your team has approved, or a combination of both. Responses are sourced, actions are logged … and every decision is auditable, regardless of which approach you use.
No, Vonage VA is the self-service layer of Vonage Contact Center, built to expand what you already have, not replace it. Vonage VA handles the volume that doesn't require an agent. Any handoff to an agent is immediate and with full context.
Integration complexity is the most common reason automation projects fail — and it's exactly what Vonage VA is built to avoid. There’s no need to re-platform, add apps, or evaluate new vendors to resolve the first interaction. And Vonage AI Studio means CX and operations teams can build, configure, and adjust flows without engineering dependency.
Vonage Contact Centers
Cloud contact centers offer flexible solutions for success. Vonage Contact Center combines AI capabilities and Agent Assistance to increase productivity.
