Simwood has launched on-net conversational AI agents for carriers and managed service providers, with tools for live voice calls and WhatsApp messaging and an option to register agents as native users inside UCaaS platforms.
The UK-based software-defined carrier said partners can deploy the agents within their own voice environments. It also said partners can present the service under their own branding and integrate it through an online portal or application programming interfaces.
Carrier integration
Simwood said the agents can register as PBX extensions on UCaaS platforms and appear like a standard user device. The company said partners can route calls to the agents through IVR menus, direct dial-in numbers or transfers. It said the approach avoids reliance on external software-as-a-service platforms.
The company positioned the product as an alternative to legacy interactive voice response systems. It said agents can manage customer queries in real time and escalate calls to human staff. Simwood said partners can set call control lists. It said the lists can restrict where an agent can transfer calls.
Simwood said it also offers pre-call and post-call webhooks. It said these can pass context into calls and move outputs into existing business processes such as support and sales workflows.
Voice and WhatsApp
The company said the agents can operate across traditional telephony and WhatsApp. It said the service runs "on-net" across its global network.
Simwood said conversation quality improves through updated turn-taking detection. It said the system analyses context and speech flow rather than relying on silence gaps. It said this reduces latency and improves recognition in poor audio conditions.
Alongside live conversational interactions, Simwood said the platform includes speech intelligence features. It listed transcription, summarisation, keyword detection and call scoring. It said these functions operate across its global network.
Data and context
Simwood said the agents can use customer context from CRM systems and information from documentation. It said the system can also run live web searches when required.
The company said it has upgraded its on-net retrieval-augmented generation. It contrasted the approach with hosted RAG services. Simwood said indexing can run more frequently and cover more partner content. It said this keeps information current for agents during interactions.
Simwood also said it has added tools for SMS sending and additional call control features. It said these include blind transfer and termination. It said attended transfer and sentiment analysis are planned.
Commercial model
Simwood said the product follows an operating expenditure model and uses APIs. The company said partners can customise the service and integrate it into UC offerings and enterprise workflows.
The launch targets carriers and MSPs that want to package AI voice and messaging services at network level rather than at the application layer. In the telecoms market, operators and service providers have increasingly looked at automation and conversational interfaces as call volumes shift between voice and messaging channels and as enterprises seek faster response handling.
"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, Chief Technology Officer, 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," said Chance.
Simwood said the service is available for beta testing now, with full commercial availability planned for Q1 2026.