Deliver Human-Like AI Voice Experiences with ConversationRelay

Deliver Human-Like AI Voice Experiences with ConversationRelay

At this year’s SIGNAL San Francisco, the future of AI-powered customer engagement came into sharper focus. From smarter agent assist to real-time, cross-channel insights, one thing was clear: leading organizations are no longer experimenting with Conversational AI – they’re embracing it as a core strategy to transform how they engage at scale.

Voice, once the most complex channel to integrate, is now becoming central to that strategy. When we launched ConversationRelay into public beta in November 2024 at our SIGNAL London conference, our goal was to make it dramatically easier to bring the power of voice to your GenAI stack—without the burden of managing fragmented infrastructure or stitching together multiple vendors.

Since then, we’ve seen incredible momentum from developers and CX teams using ConversationRelay to deliver human-like, intelligent voice experiences. With less than a year from idea to availability, we are excited to announce that ConversationRelay is now GA. This not only marks the rapid pace at which we are innovating at Twilio, it gives every organization the opportunity to listen to customer voices. Beta Customers are already seeing results. Healthcare organizations, in particular, are turning to ConversationRelay to automate voice interactions while maintaining empathy, privacy, and trust. One early adopter, OhMD, used ConversationRelay to bring their vision of AI-powered patient communication to life:

"The integration with Twilio’s cutting-edge ConversationRelay service enabled our team to rapidly build and deploy scalable voice assistants and agents," said Ethan Bechtel, CEO of OhMD. "Nia exemplifies our vision to combine advanced AI with human empathy, drastically improving patient communication while reducing administrative burdens. This technology will free healthcare teams to spend much more time with patients than they do today."

What’s new with ConversationRelay?

We’ve taken your feedback and leveled up.

In talking with Twilio customers across industries, we discovered a number of needs. Based on this feedback, we have built better compliance and flexibility into ConversationalRelay.

ConversationRelay is now HIPAA eligible, giving healthcare and regulated industries the green light to deploy voice AI securely with a framework that empowers businesses to build and maintain HiPAA compliant interactions.

We’ve also expanded support for more AI partners – including ElevenLabs, Deepgram, Google, and Amazon – so you can bring your own favorite Speech-to-Text (STT) and Text-to-Speech (TTS) engines without compromise.

And because real-time voice is only half the story, ConversationRelay now connects directly with Conversational Intelligence, Twilio’s analytics engine. That means you don’t just power conversations – you learn from them.

More partners. More piece of mind. More performance insight. Ready to go.

Why Build with ConversationRelay?

Voice is a core part of how customers expect to engage—but integrating LLMs, STT, TTS, and media orchestration remains complex. Without it, businesses miss key insights and opportunities from conversations.

ConversationRelay removes that friction, acting as the voice layer between your logic and your customers. It handles everything from speech recognition to barge-in handling—so you focus on intelligence, not infrastructure. Unlike rigid voice AI tools, ConversationRelay is built for flexibility, control, and real-world scale.

• Blazing-Fast, Low-Latency Audio – Fluid, human-like conversations without awkward gaps
• Flexible Configuration – Choose your preferred STT/TTS vendors and fine-tune to your needs
• Built for Your Stack – Works with any LLM or AI agent and integrates with the full Twilio ecosystem
• Now with Conversational Intelligence – Gain deep insights from every interaction to continuously improve

Whether you're just getting started or scaling complex voice AI use cases, ConversationRelay gives you the power to build smarter, faster, and more personalized experiences.

Where ConversationRelay is making an impact

Voice AI is now a cornerstone of intelligent customer engagement, especially in industries like:

Healthcare: With HIPAA eligibility, you can automate appointment reminders, intake processes, and basic inquiries—without compromising privacy.

Retail & eCommerce: Boost Customer Satisfaction Scores (CSAT) with voice Virtual Agents (VAs) that handle order updates, returns, and FAQs while seamlessly escalating edge cases.

Financial Services: Combine compliance, personalization, and real-time interaction to support account access, fraud alerts, and lead qualification.

Enterprise CX: Accelerate speed-to-resolution and reduce call center overhead with GenAI agents that are as responsive as they are reliable.

Voice AI that understands—and evolves

What makes ConversationRelay different isn’t just what it does – it’s how fast you can adapt. With Conversational Intelligence integration, you’re not flying blind. You’re constantly learning from real voice interactions and evolving your Virtual Agent (VA) strategy in real time.

Whether you’re measuring call containment, customer sentiment, or escalation rates, you now have the data to tie voice AI performance directly to ROI.

Why now?

Voice AI isn’t the future… it’s already here.

Today’s customers expect conversations that feel natural, responsive, and personalized—and they expect those experiences to work seamlessly across channels, not in silos. That’s why forward-thinking businesses are embedding voice into their AI strategies now, not later.

With ConversationRelay now generally available – and backed by Twilio’s trusted infrastructure and growing AI ecosystem, including integrations with Anthropic, OpenAI, Microsoft, and many others – it’s never been easier to bring voice into your GenAI stack. Whether you're just getting started or scaling AI across customer touchpoints, ConversationRelay gives you the flexibility, performance, and compliance to do it right.

Voice is where loyalty is built… or lost. ConversationRelay helps you make every interaction count, from the first “ahoy” to the final handoff. Start building today, scale fast, and let your AI speak volumes.

Ready to see more? Check out the docs .

Jason Spulak brings 25 years of experience in the voice industry, spanning on-premises systems, SIP, UCaaS, and CCaaS product development for SMBs. Now leading Voice product marketing at Twilio, he leverages his deep understanding of voice technology to create solutions that meet the needs of businesses of all sizes. Jason holds a Master’s in Product Design and Development Management from Northwestern University.