Simwood, a UK-based software-defined carrier, has launched a new generation of Conversational AI Agents that enable carriers and MSPs to deploy, scale and monetise AI-powered voice and messaging services for enterprise customers.
Simwood’s newest agents are whitelabelled and easily configurable via an intuitive portal or API Designed to replace or augment traditional IVRs, the agents handle customer queries in real time while freeing up human teams for higher-value work.
The Simwood Conversational AI acts upon its learning from documentation, customer context from CRM systems, and more, to deliver a seamless caller experience.
In this latest release, agents can now register directly as PBX extensions on any UCaaS platform, mimicking a standard user device.
Calls can be routed to them just as you would a human through IVR menus, DDIs or simple transfers, allowing true, on‑net integration without external systems.
Partners can also configure curated call control lists, giving each agent permission to transfer calls only where appropriate; ensuring secure and meaningful hand-offs to the right teams. Pre and post call webhooks provide context for calls, and integrate the output with existing enterprise processes, be that support, sales or other business activities.
Conversation quality has been enhanced through improved turn-taking detection that understands context and speech flow rather than silence gaps, delivering low-latency responses and clearer recognition even in challenging audio environments.
Simwood’s approach brings the speed of SaaS together with the reach and flexibility of carrier-grade infrastructure, making AI accessible to partners of any size, anywhere in the world.
Conversational AI enables real-time speech intelligence, including natural language conversations that capture, process and exchange data, as well as AI-driven transcription, summarisation, keyword detection and call scoring delivered securely over Simwood’s global network.
Conversational AI capabilities are presented out to partners via Simwood’s global network, accelerating access to new solutions and enabling partners to build voice, messaging, and value-added services with a single programmable platform.
The solution is opex-based and API-driven, allowing partners to customise, brand, and integrate AI-based services as part of their existing UC offerings.
Simwood has further strengthened the intelligence layer that powers these interactions through upgraded, on‑net Retrieval‑Augmented Generation (RAG). Unlike conventional hosted RAG services, Simwood’s on-net approach enables more frequent and comprehensive indexing of partner content, ensuring agents have up-to-date, context-rich information.
When required, agents can perform live web searches to supplement responses, improving relevance and accuracy.
By bringing substantial parts of the technology on-net, Simwood also provides an ecosystem which considers enterprise needs for resilience, security, agility and privacy at the core of the offering.
Partners can further extend agent capabilities with tools including live web search, SMS sending and new call‑control features, including blind transfer and termination, with attended transfer and sentiment analysis coming soon.
“AI is the future of voice. It shouldn’t be confined to the margins of post-call analytics or locked behind SaaS silos. With our Conversational AI, we’re handing partners the power to create real-time, intelligent voice experiences directly at the carrier layer. This opens the door to new use cases, from AI-assisted compliance to contextual insights and automated call workflows that are all deployable instantly, without compromise,” said Charles Chance, CTO at Simwood. “Our AI agents aren’t just passive analytics tools. They interact, respond and extract actionable insights to streamline workflows and enable rich, data-led decisions.”
Simwood enables its partners to go-to-market with new services faster, scale-up locally and globally, and rapidly adapt to changing customers’ needs.
By continually innovating with an API-first model its customers can serve new demand, win more business, and create competitive advantages.
The solution is available now for beta testing, with full commercial availability planned for Q1 2026.
