What is VoIP: How to Use It With AI to Transform Customer Support

Is valuable information from customer calls vanishing into thin air?

Every conversation is a missed opportunity for insight, as important feedback and action items are lost the moment the call ends.

By combining VoIP with AI, you can transform your phone system to analyze conversations and capture actionable data.

Voice over Internet Protocol (VoIP) is a central part of modern communication. And here’s what you need to know about it.

What is VoIP (Voice Over Internet Protocol)?

Put simply, Voice over Internet Protocol is a technology that turns your voice into a digital signal. This lets you make calls from a computer, a special VoIP phone, or other devices that use data. In other words, it's a phone service that runs over the internet.

Because it completely changes how we communicate, the global VoIP market was valued at over $145 billion in 2024.

A spoken word travels across the internet through a five-step process:

1. Analog Signal Capture: When you speak into a handset, it captures the sound waves. It then converts them into an electrical, analog signal.
2. Digitization: This analog signal is then sampled thousands of times per second. It is converted into a digital format that computers can understand.
3. Compression: Algorithms called codecs compress the digital data. This allows for a fast, real-time conversation without using too much bandwidth. Different codecs balance audio quality with bandwidth usage.
4. Packetization: The compressed data is broken into small pieces called packets. Each packet is labeled with address information so it knows where to go.
5. Transmission and Reassembly: These packets travel across the internet to their destination. The receiving device quickly puts them back in the correct order. They are decompressed, changed back to an analog signal, and played through a speaker. The conversation is completed in milliseconds.
   

How VoIP Connects with AI Solutions

The real power of modern VoIP shows up when it becomes an intelligent platform, not just a way to send voice data. Artificial Intelligence (AI) is what makes this happen. It turns voice conversations from short-lived events into organized, useful business information.

Actually, it's predicted that by 2025, AI will help out with up to 95% of customer interactions. And VoIP is the main channel that's making this change possible.

Connecting AI with VoIP improves it in several important ways:

• Useful Analytics and Feeling Analysis: For starters, AI can now write out what's being said on calls as they happen. It uses something called natural language processing to figure out the caller's feelings. This lets managers know if a caller is frustrated or happy, for example. Best of all, they can do this without having to manually listen to hours of recordings. As a result, they get instant info about customer satisfaction and how their agents are getting on.
• Better Customer Automation: Also, AI-powered systems like Interactive Voice Response (IVR) can take care of simple customer questions with great accuracy. This frees up human agents to work on more complex problems. This improves how the whole contact center performs.
• Smart Productivity Tools: For meetings, AI that's connected to VoIP can automatically create summaries. It can also pick out action items mentioned during a call and provide accurate written records. This really cuts down on admin work and helps make sure that key details don't get lost.
• This combination of AI and VoIP is a major shift. Your phone system is no longer just for making and receiving calls. It becomes a real-time business information tool that can understand, analyze, and act on conversations.
  

Thunai.ai and VoIP Connection

knowing about the power of VoIP and AI is one thing, but actually using it is another. This is where a platform like Thunai.ai comes in.

It’s built specifically to bring these two things together. Basically, it lets businesses easily set up smart, human-like AI voice agents over any VoIP system.

• We supply the software that sits on top of the VoIP network. This turns your communication channels into active, automated tools.
• Thunai's connection with VoIP is designed to be straightforward. Our platform is provider-agnostic. This means you can connect your current VoIP service or use one of our recommended partners.
• Once connected, Thunai’s AI agents can handle incoming and outgoing calls. They function as full members of your team. They can answer customer support questions, qualify sales leads, schedule appointments, and do many other tasks 24/7.
• Our system works by using the data stream from VoIP. Our AI processes audio and also understands context and intent.
• By connecting to your business information, such as product documents or FAQs, our voice agents can give accurate, context-aware answers. These answers are similar to what a top-performing human agent would give.
  

Setting Up Thunai Voice Agents Over VoIP

Deploying an advanced AI voice agent may seem difficult, but we have made the process direct and fast. You do not need a team of developers to set up your AI agents. Here is how simple it is to get started with Thunai:

1. Connect Your Knowledge: Start by giving your AI agent the information it needs. You can upload documents, add website links, or connect your existing helpdesk. Our system uses this data to build a knowledge base.
2. Define the Agent's Role and Personality: Customize your agent to match your brand. You can set its purpose, such as customer support or sales development. You can also adjust its personality with different voice tones and response styles, from patient to formal.
3. Link with Your VoIP System: Securely connect your current VoIP supplier to the Thunai platform. Our setup guide helps you link your phone numbers and configure call routing rules. This makes sure calls go to your new AI agent correctly.
4. Build Automated Workflows: You can do more than simple Q&A. Use our no-code workflow builder to create detailed conversational flows. You can set up logic, let the agent perform tasks in other applications, and define paths to human agents when needed.
   
5. Test and Deploy: Before going live, you can interact with your voice agent in a test area. This helps you refine its responses. When you are satisfied, you can deploy it with one click to begin handling real calls.

VoIP Use Cases and Benefits

1. Significant and Immediate Cost Savings
The most measurable benefit of using a VoIP-based AI solution is the large decrease in operational costs.
Businesses often report savings when compared to traditional phone services. This is possible by getting rid of expensive on-site hardware, lowering per-minute call rates, and automating tasks that would otherwise need paid human agents.
2. High Scalability and Flexibility
Old phone systems can be hard to expand because they require the physical installation of new lines. With a solution like Thunai over VoIP, adding or removing agents is a simple software change that takes minutes.

This flexibility is very helpful for growing businesses or those with changing seasonal demand. It allows you to adjust your communication abilities instantly.
3. Mobility for a Global Workforce
VoIP is a key technology for the modern remote and hybrid workforce. It separates communication from a physical place.
A business number can work on a desk phone, a laptop softphone, or a mobile app anywhere. This ability is a major reason for the VoIP market's growth. It supports business continuity and helps attract talent from all over the world.
4. Data-Informed, Context-Aware Interactions
By connecting VoIP with business systems like a Customer Relationship Management (CRM) platform, every call becomes an information-rich interaction. An AI voice agent can instantly access a caller's history.
This makes a phone call a personalized and effective experience. This changes your phone system from a simple utility into a tool for improving customer relationships.

Security, Compliance, and Scalability
When communication is internet-based, security is a top priority. VoIP traffic travels over the same networks as other data.

This means it can be exposed to threats like eavesdropping, toll fraud, and Denial of Service (DoS) attacks. Recognizing these risks is the first step to managing them. A stable platform must treat security as a primary requirement, not just a feature.

Thunai is built with a multi-layer security setup to protect your communications and data:

• End-to-End Encryption: We work to keep all communication secure. This includes using Transport Layer Security (TLS) to encrypt call setup signals. We also use Secure Real-time Transport Protocol (SRTP) to encrypt the voice and video packets. This activity prevents others from listening to private conversations.
• Strong Access Control: To stop unauthorized access and toll fraud, we use strong access control policies. This includes the use of Multi-Factor Authentication (MFA). MFA adds a second layer of verification, making it much harder for attackers to gain access.‍
• Compliance and Data Governance: AI-powered VoIP systems handle large amounts of conversational data. Following rules like GDPR and CCPA is mandatory. We have clear data governance policies and security certifications. We also have data residency options to help you meet your compliance requirements.

Using VoIP With Thunai AI Voice Agents in Over 150+ Languages

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Single-language phone systems can create barriers in a global market. In today's business world with AI, your communication platform should connect you, not limit you. Thunai helps you remove these barriers.

By combining the reach of VoIP with our advanced AI, you can deploy voice agents that speak fluently in more than 150 languages and dialects. This is a major change in how you can interact with customers and partners worldwide. With Thunai, you get:

• Real-Time Translation: You can set up a single voice agent that identifies a caller's language and responds in it. This removes the need for costly and slow human translation.
• AI Voice Agents with Global Reach: Give 24/7, immediate support to your customers in their own language. This can improve customer satisfaction and help you enter new markets.
• Unified Knowledge, Multilingual Delivery: You can train your AI agent on one knowledge base in your main language. Our platform manages the translation, which helps deliver consistent and accurate information to every caller.
• Intelligent Global Routing: You can automatically send calls to the right agent, whether AI or human, based on language or region. This makes sure every interaction is handled by the correct resource.

Are you ready to see how an intelligent, multilingual voice agent can change your operations? Try Thunai for free and see the future of business communication.

FAQs on Using VoIP

What is the meaning of VoIP?

VoIP stands for Voice over Internet Protocol. It is a technology that changes your voice into a digital signal that can be sent over the internet. Instead of using traditional analog phone lines, this method breaks the signal into data packets that travel online.

What is VoIP used for?

VoIP is used to make and receive phone calls through an internet connection instead of a traditional phone line. It also acts as the basis for Unified Communications platforms. These platforms bring together voice, video, messaging, and other collaboration tools. Additionally, businesses use VoIP for advanced functions like auto-attendants, call recording, and connecting their phone system to a CRM.

Is Whatsapp a VoIP call?

WhatsApp calls operate using VoIP technology. The application changes your voice into data and sends it over the internet. This process is the definition of a VoIP call.

Is VoIP legal in US?

Yes, VoIP is legal in the United States. It is regulated by the Federal Communications Commission (FCC). The FCC has set specific rules for VoIP suppliers, such as the requirement to supply Enhanced 911 (E911) service.

What is VoIP an example of?

VoIP is an example of a digital communication technology. This technology sends voice as data over the internet. It is an important part of modern platforms known as Unified Communications as a Service (UCaaS).