Now available: PwC’s real-time voice agent, developed on the OpenAI API

PwC is transforming enterprise contact centers to deliver more natural conversations and better customer experiences. PwC’s new voice-enabled AI agent is built using the OpenAI Realtime API and multi-modal capabilities, combined with core contact center infrastructure. The solution enables natural conversations that understand and act—reducing call transfers and elevating experiences during customer moments that matter. 

Unlike traditional interactive voice response systems (IVRs) or bot frameworks, this solution consolidates speech recognition, dialog management, translation and execution logic into a single LLM-powered system. The result: more human-like, context-aware conversations in real time that are significantly easier to deploy and manage in enterprise environments.

Developed by PwC’s Digital Contact Center Solutions team in collaboration with OpenAI, the voice agent integrates with voice streaming APIs and major contact center platforms. A large network and enterprise technology company expects up to 50% reduction in cost-to-serve for billing and payment interactions, while improving customer satisfaction scores and time-to-market by deploying this solution.

When used with PwC’s agent OS, the solution can deliver advanced security, proactive monitoring and improved interoperability with other agents. It is also designed to operate within regulated industries such as financial services, telecom and utilities, to support rapid deployment, low-latency interaction and multimodal expansion across channels like video.  

• Natural voice interaction with lower latency and intelligent turn-taking
• Agentic tool calling for key interactions, including transactions, issue resolution and data retrieval
• Pragmatic fallback and recovery behavior with real-time monitoring
• Modular design for rapid implementation and minimal scripting
• Multimodal and multilingual readiness with natural, fluid transitions across languages for seamless channel and audience coverage

• Up to 70% projected cost savings at 100K monthly call volumes
• Up to 20% reduction in human agent escalation from improved first-call resolution
• Faster deployment compared to traditional IVR or bot builds
• Improved comprehension and task completion in noisy environments

• Agent-assist features for routing and summarization
• Front-door triage for better intent detection and call deflection
• Deeper integrations with customer data platforms and backend transaction systems

This offering is a part of PwC’s broader strategy to integrate AI into critical workflows and customer touchpoints, embedding intelligence at the core of enterprise service operations.