AI Voice Assistant UCaaS Gateway

Whether you're using Microsoft Teams, 8x8, Zoom Phone, RingCentral, or a traditional PBX, the converse360 gateway ensures smooth, reliable integration via SIP (Session Initiation Protocol) or the Public Switched Telephone Network (PSTN).

The gateway enables intelligent call routing—allowing inbound or outbound calls to be handled directly by our AI assistant, with the flexibility to escalate to a live agent when needed. The system supports full two-way hand-off, so calls can transition back and forth between AI and human support without disruption. This ensures your customers get fast, intelligent responses when automation is sufficient, and a human touch when it matters most- all without changing your existing telephony setup.

Our gateway leverages SIP trunking and PSTN connectivity to interface directly with your telephony environment. It supports inbound and outbound SIP INVITE requests, DTMF passthrough, and real-time media streaming using RTP, ensuring low-latency, high-quality audio. When a call is routed to our platform, the gateway establishes a media session that allows the AI assistant to handle speech recognition, natural language understanding, and voice synthesis in real time. If escalation is required, the gateway can issue a SIP REFER or re-INVITE to seamlessly transfer the call to a live agent or another endpoint within your UCaaS platform or call centre infrastructure. This architecture maintains call context, ensures compliance with telephony standards, and supports scalable deployment across on-premise, hybrid, or cloud-based systems.

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Use the gateway to transfer to a team member when:

• The customer request is very urgent or a high priority
• The enquiry is for a high value product or customer
• The user needs additional support
• The request is complex and best handled by an advisor
• The customer is upset or frustrated
• Topics where empathy or judgement are required
• The AI Assistant doesn't understand the request