Rasa Introduces Multimodal Voice AI Built for Enterprise at Customer Contact Week Las Vegas

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SAN FRANCISCO, June 11, 2025 ~ Rasa, a leading conversational AI platform, has unveiled its latest innovation in enterprise voice automation. The company's new architecture combines structured logic with multimodal input, bridging the gap between real-time understanding and execution. This announcement coincides with Rasa's participation at Customer Contact Week (CCW) Las Vegas, where they will be discussing the future of voice AI with industry leaders.

The new architecture developed by Rasa eliminates the need for a speech-to-text layer, addressing common issues such as delays, disconnects, and distortions that have hindered voice experiences in the past. By removing this layer, users no longer have to repeat themselves or wait for transcripts to catch up. Instead, Rasa Voice understands and resolves issues as they are spoken, creating a more seamless and efficient interaction.

Melissa Gordon, CEO of Rasa, believes that voice is becoming one of the most crucial channels for customer experience and that enterprises require reliable solutions. She states, "What we're previewing today is voice automation grounded in structure, designed for scale, and ready to serve the enterprise with the speed, confidence, and nuance users expect."

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Rasa Voice is specifically designed for conversations that lead to action. It utilizes live audio and contextual signals to interpret meaning from the first word without converting everything to text first. This allows for faster handoff to execution by skipping transcription bottlenecks and enables a richer interpretation of intent, emotion, and speech patterns.

The new architecture also aims to create more human-like interactions by preserving the unique qualities of voice instead of reducing it to text alone. This results in tighter alignment between what was said and what the system does.

Rasa Voice is powered by Rasa's CALM (Conversational AI with Language Models) framework which combines large language models' fluency with enterprise-level reliability. Instead of relying on prompts to deliver outcomes like other voice AI systems do, CALM translates user input into structured, traceable commands that execute within defined business flows.

According to Rasa, this approach allows for more accurate and efficient automation that works under pressure, across modalities, and at enterprise scale. To ensure success in real-world deployment, Rasa's architecture prioritizes speed, accuracy, and cost-efficiency from the start. This includes helping teams select the right language models, fine-tune for specific domains, and set strict latency and throughput targets.

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Loïc Mayet, Information Systems Director at Groupe IMA, one of Europe's leading insurance/assistance providers, attests to the effectiveness of Rasa Voice. He states, "We're not experimenting with voice. We're deploying it. That's the difference." Groupe IMA chose Rasa Voice after evaluating multiple vendors and credits Rasa for helping them architect the solution around their automation goals.

Similarly, Swisscom, Switzerland's leading telecommunications provider, has also selected Rasa Voice to scale its customer service automation while maintaining exceptional quality. Their success showcases how Rasa meets the demanding needs of large-scale enterprises.

Rasa is now offering a preview of this new capability for select enterprise environments. To learn more about Rasa Voice and its capabilities, visit www.rasa.com/solutions/voice/.
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