Thread Officially Launches Voice AI

Phone Support Is Broken. Voice AI Fixes It.

For most MSPs, phone support is still one of the most expensive, manual, and frustrating parts of the service desk. Calls come in unexpectedly, notes get written after the fact, details slip through the cracks, and technicians lose valuable time to documentation instead of customers.

That’s exactly the problem Thread set out to solve.

Today, Thread is announcing the general availability of Voice AI, a new way to handle phone-based support that brings the same speed, automation, and intelligence MSPs already expect from modern chat and ticketing—now applied to calls.

Voice AI modernizes phone support by automating call intake, triage, and dispatch from the moment the phone rings.

Every Call Answered. Every Detail Captured.

Voice AI answers incoming calls instantly and listens in real time, capturing everything that matters without asking technicians to lift a finger. Calls are automatically logged, tickets are updated with complete and accurate notes, and nothing gets lost between the conversation and the service desk.

From first ring to final resolution, every call is captured, documented, and handled inside Thread. That means no more scrambling to remember details, no more delayed updates, and no more after-hours notes piling up at the end of a shift.

By eliminating manual documentation, Voice AI reduces after-hours burden and ensures every ticket starts with clean, consistent information.

Turning Phone Calls Into Action

Voice AI doesn’t just listen—it understands. Urgent issues are identified in real time and routed intelligently to the right technician, while routine requests are accelerated without unnecessary handoffs.

Administrative work that typically slows teams down is handled automatically. Voice AI generates ticket titles, categories, priorities, resolution summaries, and time entries for every call. The result is a service desk that moves faster without sacrificing accuracy or customer experience.

By removing the paperwork from phone support, technicians gain back up to 30 percent more time—time they can spend on meaningful customer interactions instead of administrative cleanup.

A Better Experience for Customers and Technicians

For MSPs, phone coverage often means desk duty rotations, on-call schedules, and added headcount just to keep up. Voice AI replaces that model with instant, always-on responsiveness that scales without burning out the team.

Customers get immediate answers and faster resolution. Technicians stay focused on solving problems instead of managing interruptions. Operational costs go down while service quality goes up.

Because Voice AI is built directly into the Thread AI Service Desk, it fits seamlessly into existing workflows, delivering a fully modern, end-to-end service journey across chat, inbox, and now voice.

Bringing Phones Into the Modern Service Desk

“Phone support has lagged behind the rest of the service desk for too long,” said Mark Alayev, Chief of Magic and Co-Founder of Thread. “With Voice AI, we are bringing phones into the modern service desk, where every call is answered instantly, every detail is captured automatically, and technicians can focus on delivering exceptional human service instead of paperwork.”

With Voice AI now generally available, MSPs no longer have to choose between responsiveness, efficiency, and scale. Phone support finally works the way it should.

Thread’s Voice AI is available now.