monday.com launches Harmony, an AI voice agent platform for sales, for now in only four countries
IA en un minuto newsroom · Editor: Jon Elgezabal
In 30 seconds
monday.com is rolling out Harmony, a service of AI agents that talk to customers over the phone, built for the sales staff of mid-sized and large firms. According to the company, its small in-house models, each focused on one job, answer in roughly 200 milliseconds and can pass the conversation to a person. For now it is only in four markets: Singapore, Australia, the United Kingdom and the United States.
monday.com, the company behind the work platform that says it has nearly 250,000 customers worldwide, presented Harmony on Monday: artificial intelligence agents that make and take sales calls over the phone. It is aimed at the sales teams of mid-sized and large companies.
For now it can only be bought in the United States, the United Kingdom, Australia and Singapore. The company says more markets and languages will follow, without giving dates, and the announcement does not give prices either. Harmony connects to the major CRMs, the programs companies use to manage their customers.
Instead of a single general-purpose model, Harmony splits the work across several small, proprietary language models, trained on real customer conversations. Each one handles a single function: qualifying a potential customer, collecting data, responding to objections and others. According to the company, because they are compact and run mostly on its own infrastructure, they take roughly 200 milliseconds from hearing the other person to responding. The voice relies on technology acquired from OneAI, and the telephone side on Twilio's platform.
The agents cover the sale from start to finish: they look for customers, ask about their needs, present the product and, when the time comes, pass the call live to a human sales rep with a full briefing on the conversation. Harmony also includes call center features: phone numbers that display the brand's name, automatic dialing, routing of incoming calls, consent controls and logging of each outcome in the CRM. According to its website, by default the agent discloses that it is an AI, and each company can change that notice to suit its business and the rules in its country.
Vitali Margolin, head of Harmony, argues that Harmony's specialized models, unlike generic solutions that depend on third-party models, deliver conversations that sound human. The company cites a contact rate of up to 70% and points to a customer, Bright Car Finance, a UK car finance broker: its director, Richard Stubbs, credits Harmony with 9% more closed deals in less than a year. All of these figures come from the company and its customer; as Unite.AI notes, they do not come from an independent comparison.
Why it matters · analysis and opinion
The news is less that a machine calls customers, something other tools already offer, than how it is built inside. Splitting the conversation across small models, each with a single job, targets what worries any company that lets an AI speak on its behalf: that it does not go off script and that it answers without odd silences. Coming from monday.com, with its customer base and its connection to CRMs, it could make these automated calls more common. It remains to be seen, in real conversations and with someone outside the company measuring it, what today only the company claims, as well as how much it costs and when it will arrive in Spanish. Anyone who sells by phone can start thinking about which repetitive calls they would hand over first and how they will explain to customers that they are talking to an AI.
Source: Morningstar (Business Wire) · Written with the help of AI: how we make the news
