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Voice AI: No longer optional, now foundational for AI innovation
Transcription: From Feature to Fundamental 92% of respondents capture their speech data, and 56% transcribe more than half of their interactions. Voice AI is Now Foundational Customer Service Automation: The Launch Pad for Voice AI Agents Investment in Voice Technology is Rising Model Customization Drives Voice AI Adoption Racing Towards Human-like Voice AI Agents The voice AI Agent 1
Key Takeaways
Voice AI is rapidly shifting from an emerging technology to a foundational pillar of business strategy, with organizations increasingly investing in AI-driven voice technology to automate customer interactions, streamline workflows, and drive compliance and accessibility. The survey data reveals that transcription is becoming table stakes and a gateway into developing voice AI applications.
97% of respondents are currently using voice technology of some kind— automated speech recognition, legacy voice agents, text-to-speech, and speech analytics.
92% of respondents capture and analyze their speech data, with a majority (56%) transcribing more than half of their conversational interactions.
67% of respondents view voice implementation as “foundational” to their products and strategy.
Companies are making space in their budgets—sometimes even raising their budgets—for the explicit purpose of integrating voice technology into their tech stacks. In fact, more than half of organizations now expect to realize substantial benefits from weaving voice technology across the customer journey. This signals a shift to viewing voice AI as a transformative layer that enhances customer interactions at every stage. The growing emphasis on compliance, security, and accessibility is also driving organizations to invest in cutting-edge voice AI solutions.
84% of respondents plan to increase their budgets for voice technology over the next twelve months.
70% have growing expectations of realizing benefits from integrating voice technology across multiple customer touchpoints.
Classic IVR systems are giving way to more advanced technology. From customer service to sales support, automated calls are no longer limited to simple multiplechoice queries. Rather, Voice AI Agents allow businesses to automate more complex tasks like answering dynamically customer FAQs and even taking detailed orders. As a result, the vast majority of organizations are integrating voice agents into their current customer service systems.
Soon enough, adopting Voice AI Agents will no longer be seen as being “ahead of the curve.” Rather, it will be the norm. Organizations that fail to implement them will risk falling behind as human-like AI becomes the expected standard for automating customer interactions.
Despite 80% of surveyed organizations using some form of voice agent—ranging from traditional IVR systems to AI-powered solutions—only 21% are “very satisfied” with existing technology, highlighting the need for more advanced AI capabilities that deliver human-like responsiveness.
15% of organizations are already actively developing voice AI agents, and a majority of them (98%) plan to have them in production within the next year.
Over 50% of organizations already use traditional voice agents for customer service and task automation (i.e. answering FAQs, sales support, and order-taking) and believe it’s the most transformative use case for voice AI agents.
The market for voice AI technology teems with options from various tech companies. When an organization decides to adopt voice AI, they must therefore choose which model(s) to adopt. Unsurprisingly, organizations care more about being able to fine-tune and customize their AI, signaling the need to adapt voice AI models to specific industries or terminologies for higher accuracy across enterprise use cases. Likewise, they prefer to purchase AI models that are compatible with their existing systems.
46% of respondents said the ability to fine-tune speech models would lead to greater voice AI adoption.
72% cite performance quality (voice quality, conversational flow, etc.) as the most critical barrier for deploying voice AI agents.
65% cited compatibility with existing AI systems as a key factor in vendor selection.
Both compliance and accessibility are primary motivators for voice AI adoption. Voice interfaces naturally extend accessibility to individuals who cannot easily use digital tools or who favor speaking in non-native languages over typing. Voice AI simultaneously broadens customer reach and diversifies potential workforce talent by removing traditional interaction barriers. As accessibility standards and compliance frameworks evolve, many organizations view voice technology as both a competitive differentiator and a compliance necessity, positioning it at the intersection of innovation and regulatory adherence.
More than half of respondents see voice AI compliance as a primary motivator behind implementation.
86% see voice AI as a key driver for more accessible and inclusive customer experiences.
Voice AI: No longer optional, now foundational for AI innovation
Transcription: From Feature to Fundamental 92% of respondents capture their speech data, and 56% transcribe more than half of their interactions. Voice AI is Now Foundational Customer Service Automation: The Launch Pad for Voice AI Agents Investment in Voice Technology is Rising Model Customization Drives Voice AI Adoption Racing Towards Human-like Voice AI Agents The voice AI Agent 1
Key Takeaways
Voice AI is rapidly shifting from an emerging technology to a foundational pillar of business strategy, with organizations increasingly investing in AI-driven voice technology to automate customer interactions, streamline workflows, and drive compliance and accessibility. The survey data reveals that transcription is becoming table stakes and a gateway into developing voice AI applications.
97% of respondents are currently using voice technology of some kind— automated speech recognition, legacy voice agents, text-to-speech, and speech analytics.
92% of respondents capture and analyze their speech data, with a majority (56%) transcribing more than half of their conversational interactions.
67% of respondents view voice implementation as “foundational” to their products and strategy.
Companies are making space in their budgets—sometimes even raising their budgets—for the explicit purpose of integrating voice technology into their tech stacks. In fact, more than half of organizations now expect to realize substantial benefits from weaving voice technology across the customer journey. This signals a shift to viewing voice AI as a transformative layer that enhances customer interactions at every stage. The growing emphasis on compliance, security, and accessibility is also driving organizations to invest in cutting-edge voice AI solutions.
84% of respondents plan to increase their budgets for voice technology over the next twelve months.
70% have growing expectations of realizing benefits from integrating voice technology across multiple customer touchpoints.
Classic IVR systems are giving way to more advanced technology. From customer service to sales support, automated calls are no longer limited to simple multiplechoice queries. Rather, Voice AI Agents allow businesses to automate more complex tasks like answering dynamically customer FAQs and even taking detailed orders. As a result, the vast majority of organizations are integrating voice agents into their current customer service systems.
Soon enough, adopting Voice AI Agents will no longer be seen as being “ahead of the curve.” Rather, it will be the norm. Organizations that fail to implement them will risk falling behind as human-like AI becomes the expected standard for automating customer interactions.
Despite 80% of surveyed organizations using some form of voice agent—ranging from traditional IVR systems to AI-powered solutions—only 21% are “very satisfied” with existing technology, highlighting the need for more advanced AI capabilities that deliver human-like responsiveness.
15% of organizations are already actively developing voice AI agents, and a majority of them (98%) plan to have them in production within the next year.
Over 50% of organizations already use traditional voice agents for customer service and task automation (i.e. answering FAQs, sales support, and order-taking) and believe it’s the most transformative use case for voice AI agents.
The market for voice AI technology teems with options from various tech companies. When an organization decides to adopt voice AI, they must therefore choose which model(s) to adopt. Unsurprisingly, organizations care more about being able to fine-tune and customize their AI, signaling the need to adapt voice AI models to specific industries or terminologies for higher accuracy across enterprise use cases. Likewise, they prefer to purchase AI models that are compatible with their existing systems.
46% of respondents said the ability to fine-tune speech models would lead to greater voice AI adoption.
72% cite performance quality (voice quality, conversational flow, etc.) as the most critical barrier for deploying voice AI agents.
65% cited compatibility with existing AI systems as a key factor in vendor selection.
Both compliance and accessibility are primary motivators for voice AI adoption. Voice interfaces naturally extend accessibility to individuals who cannot easily use digital tools or who favor speaking in non-native languages over typing. Voice AI simultaneously broadens customer reach and diversifies potential workforce talent by removing traditional interaction barriers. As accessibility standards and compliance frameworks evolve, many organizations view voice technology as both a competitive differentiator and a compliance necessity, positioning it at the intersection of innovation and regulatory adherence.
More than half of respondents see voice AI compliance as a primary motivator behind implementation.
86% see voice AI as a key driver for more accessible and inclusive customer experiences.
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