monday.com launches Harmony voice AI for Australian sales

monday.com has launched its Harmony voice AI platform in Australia, aimed at sales teams that use phone conversations to qualify leads and transfer customers to human staff.

The launch comes as Australian regulators and policymakers pay closer attention to how companies use artificial intelligence in customer interactions, particularly when automated systems handle sensitive or regulated conversations.

Harmony is designed to manage sales calls, including prospecting, discovery, qualification, objection handling and warm transfers to live representatives. It also writes call data back into customer relationship management systems and integrates with HubSpot, Salesforce, Zoho and Pipedrive.

According to monday.com, the system uses a set of proprietary models trained for specific tasks rather than a single general-purpose large language model. Those models are assigned to functions such as lead qualification, data capture and objection handling, while a real-time predictive engine directs the conversation.

The company said the platform delivers about 200 milliseconds from audio input to audio output and can operate at a lower infrastructure cost than general-purpose AI in call centre settings.

Regulatory focus

Voice AI tools for customer-facing work are drawing attention beyond the technology sector. In Australia, scrutiny is increasing over the point at which automated systems should hand over to human staff, especially in sectors where customer outcomes may be affected by compliance rules or conduct obligations.

That makes escalation paths and supervision central issues for businesses adopting AI agents in telephony and sales operations. Companies are using automation to increase call volumes and reduce delays in following up leads, but they also face questions about accuracy, disclosure and accountability when a machine is conducting the exchange.

monday.com said Harmony includes inbound routing, predictive and power dialling, branded caller ID and compliance controls. The platform is built on technology acquired from OneAI and runs on Twilio's infrastructure.

Vitali Margolin, Head of Harmony at monday.com, said the company is targeting more demanding customer conversations rather than only routine tasks. "We are tackling the more complex, higher-stakes calls where every wrong answer costs money and every missed opportunity risks a potential deal," he said.

He contrasted the approach with broader AI systems that rely on third-party models. "Unlike generic solutions that rely on third-party LLMs, our specialized models and structured logic translate into conversations that sound human and a response time that feels human. It's what makes the difference when the goal isn't just completing a call, but growing a business," Margolin said.

Customer example

monday.com cited Bright Car Finance as an early user of the system. The UK-based car finance broker said it used Harmony to follow up approved applicants who might otherwise not hear back quickly from a sales adviser.

Richard Stubbs, Director at Bright Car Finance, said the business had struggled to contact leads at the right time. "We generate around 2,500 approved applications a month but were only converting about 5% of them into finance agreements because leads went cold before a rep could reach them," he said.

He said the company saw an increase in completed deals after adopting the platform. "Harmony's AI agent now follows up with every approved applicant right away. It qualifies about half of the conversations it has and hands 80% of those live to our advisers, driving a 9% increase in deals closed in less than a year. It's taken the repetitive work off our team so they can focus on the conversations that really matter," Stubbs said.

The platform is being made available to mid-market and enterprise customers in Australia, as well as in the United States, United Kingdom and Singapore. The launch adds to growing competition in voice AI for business sales and service, as software groups seek to move beyond text-based assistants into live customer interactions, where speed, compliance and handover rules are likely to face closer examination.