Vonage Embeds Industry-Specific AI Agents Into Contact Centers
Vonage, now part of Ericsson, is launching AI agents built directly into its contact center platform for healthcare, financial services, and retail. The company partnered with Avaamo for healthcare and Syndeo for financial services and retail to deploy agents trained on industry-specific workflows.
The integrations let enterprises automate routine tasks-appointment scheduling, billing inquiries, account access-without custom development or switching between systems. When interactions require human judgment or clinical expertise, the AI agents hand off to live staff with full context.
What the AI Agents Do
Reduce costs. Automating routine interactions lowers operational expenses and call volume.
Speed service. Repeatable workflows like appointment scheduling and billing get faster handling.
Handle compliance. The agents support multiple languages and offer regional data storage to meet local regulations.
Free up agents. Staff focus on complex, high-touch work while the AI handles straightforward requests.
How the Partners Approach This
Avaamo specializes in healthcare AI. Its agents handle tasks that typically require phone calls: scheduling, care navigation, billing support, and test result access. The company said healthcare organizations need AI that completes tasks, not just chatbots that respond to questions.
Syndeo focuses on voice and digital engagement for financial services, retail, and insurance. Its platform combines deterministic logic with generative AI and built-in guardrails to keep responses secure and on-brand. The company positions its agents as a step beyond legacy IVR systems or basic chatbots.
The Operational Reality
Contact center managers face a real problem: deploying AI without fragmenting customer journeys or adding complexity. These integrations address that by putting trained agents directly into existing workflows rather than requiring teams to manage separate tools.
Vonage's contact center already connects to systems like Salesforce, ServiceNow, HubSpot, and others. The new AI agents fit into those existing connections.
Rodney Hassard, head of product applications at Vonage, said the partnerships let organizations "tailor every interaction to their unique industry's needs while maintaining trust and aligning to industry or regional compliance regulations."
Learn more about Vonage Contact Center.
Related: AI for Customer Support and AI Agents & Automation
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