DevRev has launched Voice AI for Customer Agent, its self-service support product, bringing live customer calls into the company's Computer platform.
The launch comes as customer service teams face pressure to deploy artificial intelligence, even as many projects struggle to deliver measurable results.
Voice has become a major focus for customer service software suppliers as advances in large language models make spoken interactions easier to deploy. But businesses still face a harder problem: giving AI systems access to the records, workflows and permissions needed to resolve queries rather than simply deflect them.
The new offering uses a shared organisational memory that draws on customer records, support tickets, orders, code, documentation and business applications. During a live call, it can search those sources, provide updates, trigger workflows and log the actions taken.
If a case cannot be handled automatically, the call can be passed to a human agent with the conversation history and related business context preserved. The voice service also supports multiple languages and records and transcribes calls for later analysis.
Industry pressure
The backdrop is a rush by customer service leaders to show progress on AI. Gartner found that 91% of customer service and support leaders are under executive pressure to implement AI, while only 20% of organisations have reduced agent headcount because of it.
Forrester has forecast that roughly one-third of brands introducing AI in self-service will fail because the underlying data is not ready. That has sharpened attention on the quality of internal systems and how well AI tools can work across them.
Manoj Agarwal, Co-Founder and President at DevRev, said the challenge is less about making a bot sound realistic than about giving it enough access to solve a problem on the spot.
"Voice has become another interface for AI. The interesting engineering problem isn't making an agent sound more natural. It's giving an agent enough context to make the right decision while the customer is still on the line. In an enterprise, the answer rarely lives in one place. It lives across tickets, documentation, customer records, orders, engineering systems and business applications. If an agent can't reason within that context, it must eventually hand the conversation to someone who can. Shared organisational memory changes that by giving an agent enough context to resolve a problem instead of simply responding to it," Agarwal said.
Single system
Rather than offering voice as a separate product, DevRev is extending the same underlying system it already uses for chat and email. Existing users can add voice through SIP-based integration with enterprise telephony systems without rebuilding workflows on another platform.
That approach reflects a wider market trend as software suppliers try to unify support channels around a single layer of data and automation. The aim is to reduce the handoffs and information gaps that can arise when voice, chat and email are handled by different tools.
The governance model used elsewhere in the platform also carries into voice interactions. Field-level permissions are inherited from connected systems, and actions taken during a call remain auditable and traceable.
Product leadership
Alongside the launch, DevRev has appointed Jennifer Heape to lead its Voice AI product work. Heape previously co-founded Vixen Labs and worked on conversational AI product strategy.
She framed the issue in terms of whether support systems can solve problems during the interaction rather than simply maintain a smooth conversation.
"I joined DevRev because the company is focused on what customers actually care about: resolving their issue during the conversation with customer support. A call can sound polished and still be a poor experience if the agent cannot reach the information needed to solve the problem. Customers do not care which system holds the answer. They care whether they have to repeat themselves, wait for a transfer or call back again. Bringing voice into Computer means the conversation can carry the full business context with it, and that is what makes DevRev's Voice AI so exciting," Heape said.
Benchmark claim
DevRev linked the voice launch to results from Enterprise-Bench, an open benchmark it uses to test enterprise AI systems in production-style conditions. It said Computer achieved 94.3% accuracy and used four times fewer tokens per correct answer than Claude Code on identical tasks using the same model.
According to DevRev, that result suggests architecture and data access can matter as much as the underlying AI model. In the customer service market, where many vendors use similar foundation models, differentiation is increasingly shifting to data integration, orchestration and the ability to act across business systems during a live customer interaction.
Founded in 2020, DevRev is led by Co-Founder and Chief Executive Officer Dheeraj Pandey and Co-Founder Agarwal. Its Computer platform builds a knowledge graph of a customer's business from existing systems and uses it across enterprise search, employee service desks and self-service support, including voice.