Deploy AI over the phone not just in chat and email
Your customers still pick up the phone. It’s often your highest-cost, highest-stakes channel, and the one most teams leave entirely to humans. It doesn’t have to be.
Gravity CX sets up voice AI agents on Zendesk Contact Center so you can extend the same AI capabilities you run in chat and email to the phone resolving calls, troubleshooting customers in real time, and capturing the right information before a human ever gets involved.
We handle the whole setup: your Zendesk Contact Center voice infrastructure and the Voice AI Agent that runs on top of it.
Zendesk Premier Partner · 12+ years in Zendesk · 150+ implementations · SaaS · Fintech · Retail · Hospitality
Supporting the world’s best support teams.
From next-gen startups to established enterprise.
What a voice AI agent actually does
A voice AI agent answers the call, understands what the customer needs, and takes the next best action all in a natural, spoken conversation. In practice, that looks like:
Troubleshooting customers on the phone, directly. The agent walks a caller through a fix step by step “have you tried resetting the device?”, “which error code are you seeing?” resolving common issues without a queue, a callback, or a human.
Gathering the right information, first time. Before escalating, the voice AI agent verifies the caller, confirms the account, and captures the exact details your team needs order number, issue type, what’s already been tried so when a human does take over, they start with the full picture instead of “can you explain that again?”
Answering the routine questions instantly. Store hours, order status, policy questions, appointment changes — the calls that don’t need a person get handled on the spot, 24/7.
Routing intelligently. When a call does need a human, the agent sends it to the right team with full context attached, so nothing gets repeated and nothing gets lost.
Two things we set up for you
Zendesk Contact Centre
The voice foundation. We configure Zendesk Contact Centre so your phone channel lives in the same platform as chat, email, and messaging one unified view of every customer conversation. This unified platform is what makes AI on the phone actually work: the agent (and your team) sees the whole picture, whether the customer called, chatted, or emailed.
Voice AI Agent
The intelligence layer. On top of Contact Centre, we deploy and tune a Voice AI Agent to your top call intents connected to your knowledge base and backend systems, governed by clear rules about what it can resolve on its own and when to hand off to a human.
Ready to put AI on the phone?
With the platform and the AI agent in place, voice becomes just another channel: the same safety, the same visibility, the same control.
Why voice AI works when it’s set up properly
Voice is unforgiving. A bad phone bot frustrates customers faster than any chat widget. That’s why we don’t just switch it on.
We deploy voice AI the same way we deploy every AI capability: in phases, monitored at each step, starting with the calls where it’s safe and high-value, and expanding autonomy only once the data proves it’s reliable. Structured knowledge, clear governance, one unified platform the foundations that separate a voice agent customers trust from one they hang up on.
It’s the same agnostic framework we’ve used to deploy AI capabilities for 48 companies across Australia over the last 8 months.
Why Gravity CX
We’re a specialist Zendesk partner. Voice AI on Zendesk Contact Centre is exactly what we do not a side offering. We bring the implementation experience, the deployment framework, and the ongoing optimisation that turns a voice AI project into results you can measure.
Ready to put AI on the phone?
Let’s map your top call intents and design a phased voice AI rollout on Zendesk Contact Centre.
What is an AI voice agent?
An AI voice agent is a system that answers phone calls and holds a natural, spoken conversation with the caller. It understands what the customer is asking, decides the best next step, and acts on it resolving the query, troubleshooting an issue, capturing information, or routing the call to a human with full context. On Zendesk Contact Center, it runs in the same platform as your chat and email, so every conversation stays connected.
Can a voice AI agent really resolve calls, or does it just route them?
Both and that’s the point of setting it up properly. For your common, well-understood call types, a well-tuned voice AI agent resolves the call end to end: answering the question, walking the customer through a fix, or completing a routine task. For anything ambiguous or high-stakes, it captures the right details and hands off to a human. We decide which calls it resolves autonomously and which it escalates, per intent, based on the data.
Do I need Zendesk Contact Centre to use a voice AI agent?
You need a voice channel for the AI to run on, and Zendesk Contact Center is the one we set up and recommend, because it keeps phone in the same platform as your other channels. We handle both parts: configuring Zendesk Contact Center and deploying the Voice AI Agent on top of it. If you’re already on Zendesk for chat and email, adding voice is a natural extension.
How long does it take to set up voice AI on Zendesk?
It depends on your call volume, the number of intents you want to automate, and the state of your knowledge base. Because we roll out in phases — starting with your highest-value, lowest-risk call types and expanding as the data proves reliability — you see value early rather than waiting for a big-bang launch. We’ll map a realistic timeline in your consultation.
Will customers know they’re talking to an AI, and will they hate it?
Customers dislike bad phone bots the ones that trap them in menus and can’t help. They’re happy with a fast, accurate answer at any hour. We deploy transparently and design the agent to resolve real issues on the calls it’s genuinely good at, with a clean handoff to a human whenever needed. Set up this way, voice AI consistently earns strong customer satisfaction.
How much does a voice AI agent cost?
Cost depends on your call volume and how much you automate. We’ll scope it against the calls you’ll actually deflect and the capacity you’ll free up, so you can see the return before you commit. Book a consultation and we’ll put real numbers to your situation.
Is our data and customer information safe?
Yes. Every action the voice AI agent takes is governed by clear permissions and recorded in audit logs, so you can always answer “why did the AI do that?” Sensitive actions require the gates you define, and you keep a tested kill switch. Governance is part of every rollout, not an afterthought.