GNext partners with Verbex to advance voice AI in support

GNext is moving into voice driven CX and has started working with Verbex on a joint proof of concept for what they call next generation customer support. The idea is pretty clear. Blend GNext’s operational muscle with Verbex’s voice AI so customer conversations feel natural, quick and available round the clock.

The backdrop is straightforward. Voice AI is exploding and call centers are getting squeezed from every side. Japan’s call center market sits around 1.5 trillion yen and still deals with hiring problems, training overheads and uneven response quality. Companies want something that can stay sharp 24 hours a day without wobbling on accuracy or tone. GNext has mostly been text focused with its Discoveriez platform, but this move signals a shift toward voice led CX.

Verbex comes in with a very specific skill set. They build a voice AI agent that talks and reacts like a human. Their LLM plus STT plus TTS stack is tuned for low latency and smooth conversation. Big firms already use it and it has even been deployed in government helplines like Bangladesh’s 333 line. The tech can handle bookings, reminders, inquiry resolution and complaint handling without supervision.

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The collaboration is built around Discoveriez connecting with Verbex’s voice agent. The joint test covers a bunch of practical checkpoints. VOC data from Discoveriez feeds Verbex to auto build response flows. The system also drafts summaries and groups inquiries. Every interaction gets logged back into Discoveriez so they can check how well it aligns with FAQ structures and knowledge bases. They are planning multiple PoCs in sectors like finance, energy, manufacturing and distribution. GNext is also looking at folding this into its customer harassment training demo program.

The goal is ambitious but simple. Operate a voice AI that can genuinely replace the workload of one human operator. Standardize response quality. Cut operational costs. Make the whole process cleaner and more reliable.

Looking ahead, the companies expect to use the learnings from this trial to roll out a Discoveriez Voice AI Option around 2026. They are betting on a future where humans and AI run contact centers side by side and the tech can flex across industries from municipalities to finance to infrastructure to manufacturing to services.