2025年語音AI狀況報告：企業(yè)語音AI智能體的崛起 State of Voice AI -The Rise of Enterprise Voice AI Agents 2025

StateofVoiceAI

20

25

TheRiseofEnterpriseVoiceAIAgents

Presentedby

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Tableofcontents

Introduction3

WhomWeSurveyed4

ExecutiveSummary-FiveKeyTakeaways7

KeyFinding1:VoiceTechnologyisExpandingand8

BecomingFoundational

KeyFinding2:TheFutureofVoiceAIisBright8

KeyFinding3:VoiceAIAgents:TheNewFrontierof9

CustomerServiceAutomation

KeyFinding4:FlexibilityWillDriveVoiceAIAdoption10

KeyFinding5:Compliance&AccessibilityRemainKey10

DriversforUseofVoiceAI

TheVoiceLandscape11

HowWidespreadisVoiceTechnology?11

CurrentUsesforVoiceTech12

FromIVRtoIVA:TheImportanceofAutomating13

CustomerService

AdoptionofVoiceAITechnology14

WhyPeopleImplementVoiceAI14

RegulatoryComplianceandAccessibilityFuelVoiceAI15

Adoption

TheExpectedROIofVoiceAIadoption16

FromGeneralLLMstoFine-TunedVoiceAI17

TheYearoftheVoiceAIAgents

EnterprisesAreEagertoMovefromLegacyIVRtoAI-PoweredVoiceAgents

HowSatisfiedAreBusinesseswithVoiceAIAgentTechnology?

BarrierstoEntry

VoiceAIAgentUseCases

ExamplesofvoiceAIagentapplicationsacrossindustries

TheVoiceAIAgentFeaturesthatOrganizationsCareMostAbout

DeployingHuman-LikeVoiceAgents:FeaturesOrganizationsShouldOptimize

TheFutureofVoiceAI

OrganizationsPlantoExpandVoiceAIUsage

WhereThere’sRoomtoGrow

KeyTrends

DesiredAreasofGrowth

Deepgram’sVisionforVoiceAI

Speech-to-SpeechistheFuturePartingwords

AbouttheReport

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3

Introduction

Pastsurveysindicatedthat2022wastheyearofvoicetechnology,while2023wastheyearofAI.

Now,in2025,thesethemeshaveconverged–weareintheyearofvoiceAItechnology,specificallyvoiceagents.

2025istheyearofhuman-likevoiceAIagents

AdvancementsinLargeLanguageModels(LLMs)havesignificantlyenhancedthecapabilitiesofvoiceagents.Thesemodelsnowofferimprovednaturallanguageunderstanding,enablingseamless,context-awareconversationswithusersacrossvariousdomains.Morespecifically,accordingtoa16z,“Advancementsinmodeldevelopmenthavestreamlinedtheinfrastructure“stack,”resultinginvoiceagentswithlowerlatencyandimprovedperformance.This

improvementhaslargelymaterializedinthelastsixmonthswithnewconversationalmodels.”

Innovationsinspeechrecognitionandsynthesis,alongsidereal-timeprocessing,nowallow

fornear-instantaneous,personalized,andemotionallyawareinteractions.Theintegrationof

auditorycapabilitiesandafocusonprivacyandethicalconsiderationsfurthersolidifyvoice

AI’stransformativeroleinuserexperiences.Asaresult,2025marksakeyturningpointforthewidespreadadoptionandsophisticationofvoicetechnology.

Withtheseinsightsinmind,wedecidedtoexaminethevoicetechlandscapefirst-hand.

Deepgram’s2025StateofVoiceAISurvey,conductedinpartnershipwithOpusResearch,explorestheapplicationsandkeyfeaturesofvoiceAIacrossmorethanadozenindustries,basedoninsightsfrom400businessleaders.

Now,let’sseewhy2025isshapinguptobeoneofthemostthrillingyearsforvoiceAIandhuman-likevoiceAIagents.

Whomwesurveyed

Togeneratearepresentativedataset,wesurveyed400businessleadersacrossNorthAmerica.Thevastmajority—82percent—werebasedintheU.S.Amongtherespondents,themajority(83%)camefromlargeenterpriseswithover$100Minrevenue.Infact,36percentofrespondentscamefromorganizationswithover$1Binrevenue.

Evenmorespecifically,42percentofrespondentsarekeydecision-makers,includingC-suiteexecutives,(senior)vicepresidents,andheadsofbusinessunitsintheirrespectiveorganizations.SeeFigures2and3belowformoredetails.

Additionally,29percentofrespondentsaretechnically-inclined,workingintheEngineering,DataScience,orArtificialIntelligencedepartments.Another21percentreportedworkinginProductManagement,a

rolethatoftenrequirestechnicalexpertise.Thus,thenumberofrespondentswhoarefamiliarwiththeintricaciesofcodingandAIarchitecturecouldbeashighas50percent.

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Whomwesurveyed

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Weensuredadiverserepresentationofindustriesinour

survey.Retail/E-commerceremainsthebest-representedindustry(asitdidin2023),accountingfor16percentof

therespondents.Followingcloselyinsecondplaceisthe

Restaurant/QSR(quickservicerestaurant)industryat14

percent.Otherindustriesrepresentedincludehealthcare,telecom,finance/banking,insurance,andtravel/hospitality.

Thechartbelowprovidesamorecompletebreakdownofindustriescoveredinthissurvey.

Regardlessofindustry,mostcompaniesshareasimilarsetofinternaldepartments.Whetheryou’reworkingatabank,ahospital,a

restaurant,orane-commercestore,youwillneedtofigureoutbusinessanalytics,engageincustomerservice,andmaintainsometypeofdatasciencefunctionality.Infact,fororganizationsoperatingatscale,certaindepartmentsareessentialtoremaincompetitive.

Aswe’llseebelow,voiceAIremainsakeytoolforbusinesseslookingtothrive.

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ExecutiveSummary:

VoiceAI:Nolongeroptional,nowfoundationalforAIinnovation

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Transcription:FromFeaturetoFundamental

92%ofrespondentscapturetheirspeechdata,and56%transcribemorethanhalfoftheirinteractions.

2VoiceAIisNowFoundational

67%

oforganizations

considervoiceAIcoretotheirproductand

businessstrategy

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CustomerServiceAutomation:TheLaunchPadforVoiceAIAgents

50%

usetraditionalvoiceagentsfortask/

serviceautomationandconsideritthemostcompelling

usecaseforvoiceAIagents.

3

ThevoiceAIAgentRevolutionAwaits

80%

oforganizationsuse

traditionalvoiceagentsystems,yetonly21%areverysatisfied.

6IiomizationDrivesVoice

46%

citefine-tuningmodelsasa

keytogreateradoption

4

InvestmentinVoiceTechnologyisRising

84%

plantoincreasebudgetsinthenext12months

7iHuman-like

15%

oforganizations

arealreadyactively

developingvoiceAIagents.

98%

oftheseplantodeploywithin12months.

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KeyTakeaways

andBecomingFoundational

1VoiceTechnologyisExpanding

VoiceAIisrapidlyshiftingfromanemergingtechnologytoafoundationalpillarofbusinessstrategy,withorganizationsincreasinglyinvestinginAI-driven

voicetechnologytoautomatecustomerinteractions,streamlineworkflows,anddrivecomplianceandaccessibility.ThesurveydatarevealsthattranscriptionisbecomingtablestakesandagatewayintodevelopingvoiceAIapplications.

97%ofrespondentsarecurrentlyusingvoicetechnologyofsomekind—

automatedspeechrecognition,legacyvoiceagents,text-to-speech,andspeechanalytics.

92%ofrespondentscaptureandanalyzetheirspeechdata,withamajority(56%)transcribingmorethanhalfoftheirconversationalinteractions.

67%ofrespondentsviewvoiceimplementationas“foundational”totheirproductsandstrategy.

2TheFutureofVoiceAIisBright

Companiesaremakingspaceintheirbudgets—sometimesevenraisingtheir

budgets—fortheexplicitpurposeofintegratingvoicetechnologyintotheirtech

stacks.Infact,morethanhalfoforganizationsnowexpecttorealizesubstantial

benefitsfromweavingvoicetechnologyacrossthecustomerjourney.Thissignals

ashifttoviewingvoiceAIasatransformativelayerthatenhancescustomer

interactionsateverystage.Thegrowingemphasisoncompliance,security,and

accessibilityisalsodrivingorganizationstoinvestincutting-edgevoiceAIsolutions.

84%ofrespondentsplantoincreasetheirbudgetsforvoicetechnologyoverthe

nexttwelvemonths.

70%havegrowingexpectationsofrealizingbenefitsfromintegratingvoicetechnologyacrossmultiplecustomertouchpoints.

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CustomerServiceAutomation

3VoiceAIAgents:TheNewFrontierof

ClassicIVRsystemsaregivingwaytomoreadvancedtechnology.Fromcustomer

servicetosalessupport,automatedcallsarenolongerlimitedtosimplemultiple-

choicequeries.Rather,VoiceAIAgentsallowbusinessestoautomatemorecomplex

taskslikeansweringdynamicallycustomerFAQsandeventakingdetailedorders.Asaresult,thevastmajorityoforganizationsareintegratingvoiceagentsintotheircurrentcustomerservicesystems.

Soonenough,adoptingVoiceAIAgentswillnolongerbeseenasbeing“aheadof

thecurve.”Rather,itwillbethenorm.Organizationsthatfailtoimplementthemwillriskfallingbehindashuman-likeAIbecomestheexpectedstandardforautomatingcustomerinteractions.

Despite80%ofsurveyedorganizationsusingsomeformofvoiceagent—rangingfromtraditionalIVRsystemstoAI-poweredsolutions—only21%are“verysatisfied”

withexistingtechnology,highlightingtheneedformoreadvancedAIcapabilitiesthatdeliverhuman-likeresponsiveness.

15%oforganizationsarealreadyactivelydevelopingvoiceAIagents,andamajorityofthem(98%)plantohavetheminproductionwithinthenextyear.

Over50%oforganizationsalreadyusetraditionalvoiceagentsforcustomerserviceandtaskautomation(i.e.answeringFAQs,salessupport,andorder-taking)andbelieveit’sthemosttransformativeusecaseforvoiceAIagents.

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4FlexibilityWillDriveVoiceAIAdoption

ThemarketforvoiceAItechnologyteemswithoptionsfromvarioustech

companies.WhenanorganizationdecidestoadoptvoiceAI,theymustthereforechoosewhichmodel(s)toadopt.Unsurprisingly,organizationscaremoreaboutbeingabletofine-tuneandcustomizetheirAI,signalingtheneedtoadaptvoiceAImodelstospecificindustriesorterminologiesforhigheraccuracyacross

enterpriseusecases.Likewise,theyprefertopurchaseAImodelsthatarecompatiblewiththeirexistingsystems.

46%ofrespondentssaidtheabilitytofine-tunespeechmodelswouldleadtogreatervoiceAIadoption.

72%citeperformancequality(voicequality,conversationalflow,etc.)asthemostcriticalbarrierfordeployingvoiceAIagents.

65%citedcompatibilitywithexistingAIsystemsasakeyfactorinvendorselection.

KeyDriversforUseofVoiceAI

5Compliance&AccessibilityRemain

BothcomplianceandaccessibilityareprimarymotivatorsforvoiceAIadoption.

Voiceinterfacesnaturallyextendaccessibilitytoindividualswhocannoteasilyuse

digitaltoolsorwhofavorspeakinginnon-nativelanguagesovertyping.VoiceAI

simultaneouslybroadenscustomerreachanddiversifiespotentialworkforcetalentbyremovingtraditionalinteractionbarriers.Asaccessibilitystandardsandcompliance

frameworksevolve,manyorganizationsviewvoicetechnologyasbothacompetitivedifferentiatorandacompliancenecessity,positioningitattheintersectionof

innovationandregulatoryadherence.

MorethanhalfofrespondentsseevoiceAIcomplianceasaprimarymotivatorbehindimplementation.

86%seevoiceAIasakeydriverformoreaccessibleandinclusivecustomerexperiences.

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TheVoiceLandscape

ThebreadthofvoiceAItechnologyspanswidely—rangingfromtext-to-speech(TTS)andspeech-to-text(STT)tocutting-edgehuman-likevoiceAIagentsthatreactandrespondtousersinreal-time.Additionally,voiceAIoughttoworkwellinnoisyenvironments,havemultilingualcapabilities,andscalewiththesizeanddemandsofvarioususerbases.

ThegoalofthisupdatedannualreportistoprovideaclearerunderstandingofthecurrentcapabilitiesofvoiceAIandtherateatwhichit’sevolving.Inthissection,we’llexplorehoworganizationsareincorporatingthistechnologyintotheiroperations.

HowWidespreadisVoiceAI?

Avastmajority—97%ofrespondents—activelyusesomeformofvoicetechnology,suchaslegacyvoiceagents,speech-to-text(transcription),andtext-to-speech(voicesynthesis),intheiroperations.

Theremaining3%ofrespondentsstatedthattheyhavebudgetconstraints,lackofunderstandingofvoicetechnology,orlimitedpersonnelresources.

Amongtheorganizationswhodousevoicetech,animpressive87percenthavebuiltatleastsomeoftheirsolutionsin-house.Theremaining13percentreliedentirelyonout-of-the-boxtechnologyfromexternalvendors.

Thus,weconcludethatthevastmajorityofbusinessesacrossvariousdomainsexperiencethebenefitsofvoiceAIsoclearlythattheyarewillingtospendbothmoneyandpersonnelresourcestoimplementandintegratesuchsolutions.

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CurrentUsesforVoiceTech

Ascompanieshavebecomemoreaccustomedtovoicetechnologyoverthepast

fewyears,clearfrontrunnerapplicationshaveemerged.Summarizingmeetingsandautomatingcustomerserviceremainneck-and-neckasthetoptwomostcommonwaysthatbusinessesbelievevoicetechwillbetransformative.

Transcriptionisnowtablestakes,withmorethan40%ofrespondentsnotingthatemployeecoaching,compliancemonitoring,andcustomerexperienceanalysisaretransformativeusecases.

Meanwhile,moreagenticusecasesareemergingasthenextfrontier.Themost

significantimpact?Automatingcustomerinteractions.52%ofrespondentsbelievethisisvoiceAI’smosttransformativeapplication.One-in-threerespondentsbelievevoiceAIforrecruitingeffortsisatransformativeusecase,and15%ofrespondentsseeAIteammembersasrepresentingthefutureofvoicetechnologyapplications.

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FromIVRtoIVA:TheImportanceof

AutomatingCustomerService

Amajorityoforganizations(52%)believe“customerserviceortaskautomation”tobethemosttransformativeusecaseforvoicetechnology.Butthere’smoretothisinsightthanmeetstheeye.

Respondentsseetasksthatarealreadyautomated(orautomatable)throughmoretraditionalmeanslikeIVRsascompellingreasonstoimplementavoiceagent:61%citecompletetransactionsorcheckout,59%pointtoansweringFAQs,and48%toappointmentscheduling(referencedfurtherdowninFigure12).

?Theshort-termwin:Inessence,theseorganizationsaimtoshiftfromanIVR-likeexperiencetomoreofanIVAexperience.Thefactthattheseuse-cases

havelongbeencandidatesforautomationmakesthemlow-hangingfruit,quickwinseven.

?Thelong-termwin:Agentic-poweredinteractionsthatcanpotentiallydriveresolutionofunclearorthornyproblemsarethelong-termopportunity.

Nevertheless,inregardstothetougher“l(fā)ong-termwin,”therearesome

organizationsthatconsidersuchusecasesfairgametoday:30%ofsurvey

respondentssawinitiating/resolvingaservicerequestasacompellingreasontodiveintotheworldofvoiceAIagents.

Asusual,thebreadthoftheseresponseshighlightsthediverseneedsthatvoiceAI

addresses.Thefactthatthetopsixusecasesareutilizedbybetween1-in-3and1-in-2respondentsshowcasesjusthowmuchvoicetechnologysatisfiesthevarieddemandsofbusinessesacrossmultipledomains.

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AdoptionofVoiceAITechnology

OrganizationsadoptvoiceAIforavarietyofreasons,fromreducingcoststo

improvingefficiency.Asexpected,nearlyeverysingleoneofthesebusinessesachievedtheiroperationalgoalsinasatisfactoryway.ThesestatshighlightthecurrenteffectivenessofvoiceAI.Sincesuchtechnologyisstillevolving,wecanonlyimaginehowadoptingitwillbenefitbusinessesinthefuture.

Let’snowexaminethemotivationsbehindimplementingvoicetechnologyandthelevelofsatisfactionwithitsimpact.

WhyPeopleImplementVoiceAI

Simplyput,organizationsimplementvoiceAIbecauseitaddsvaluetotheir

businessesinmultipleways.Two-thirdsoforganizationssaythatvoiceAIis

foundationaltotheirproducts,whileone-thirdsaythatthistechnologyreducescosts.

Furthermore,45%ofrespondentsusevoiceAItopromotegreateroperationalefficiency,while35%useittopromoteproductivityamongsalespeopleand

employees.

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RegulatoryComplianceandAccessibility

FuelVoiceAIAdoption

?Lowersupportcosts–Moreaccessibleexperiencesleadtofewercustomer

frustrations,reducingtheneedforliveagentsupportandloweringcontactcenterandsupportticketvolumes.

Onthecompliancefront,56%ofrespondentscitecompliancewithregulatory

mandatesasaprimarydriverforvoiceAIimplementation—rankingitthesecondmostimportantfactor.

CompaniesareexploringcompliantvoiceAIsolutionstosimultaneouslyimprove

accessibility,enhancecustomerexperience,andcreateoperationalefficienciesthatdelivermeasurableROIbeyondmereregulatorycheckbox-ticking.

Forexample,healthcareprovidersarealreadyleveragingvoice-enabledapplications

toautomaticallytranscribeanddocumentpatientinteractionswhilemaintainingHIPAAcompliance,streamliningclinicalworkflowsandimprovingpatientexperiences.

ThisapproachtransformsvoiceAIfromacompliancenecessityintoastrategic

advantagewithtangiblebenefitsacrosstheenterprise.Bystartingwithregulatoryrequirementsandexpandingtobroaderapplications,organizationsarefindingthatcompliance-drivenvoiceAIbecomesafoundationforwiderdigitaltransformationinitiatives.

Basedonthegraphabove,wecanconcludethattheuseofvoicetechnologyisexpandingandbecomingfoundational.Thiscontinuedmomentumpointstothegrowingimportanceofleveragingvoicetechnologiesacrossbothemployeeandcustomerexperiences.

Accessibility—whichisoftendirectlylinkedtoregulatorycompliance—isnowastrongdriverforvoiceAI.Intuitively,thisfocusonaccessibilitymakessense,asthevoice

modalityopensupinteractionstothosewhostruggletousetraditionaldigitaltools.

Furthermore,voiceAIagentsimproveaccessibilityforthosewhoaremorecomfortablespeakinginanon-nativelanguageratherthanwritinginit.Consequently,improved

accessibilityandinclusionhasemergedasthebiggestcustomerexperience(CX)

improvementbrandsexpectfromvoiceAI.

Allthatsaid,accessibilityisaboutmuchmorethanCXimprovements—thereareactualtop-andbottom-lineimprovementsthatcomefromimprovedaccessibility.Onthe

revenue-generatingside,brandswithaccessibleexperiences:

?Expandtheircustomerreach–Accessibilityensuresthatmorepeople,including

thosewithdisabilities,canengagewithabrand’sproducts,services,andcontent,

broadeningthepotentialcustomerbase.The“curbcuteffect”showsthatitisnotjustthosewithdisabilitiesthatseeimprovedexperiencesfromgreateraccessibility.

?Increaserevenueopportunities–Byremovingbarriers,companiesmakeiteasierforallconsumerstoengage,purchase,andadvocatefortheirproducts,drivinghigher

conversionratesandrevenuegrowth.

Onthecost-savingsside,accessibleexperiencesdrive:

?Moreefficientdevelopment–Designingwithaccessibilityinmindfromthestartpreventscostlyretrofitsandreducestechnicaldebtassociatedwithpatching

inaccessiblefeatureslater.

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TheExpectedROIofVoiceAIadoption

Let’snowexaminewhatbusinessesexpectROItobefromtheemployeeside.Again,themajorityofbusinessesexpectincreasedaccessibility.Likewise,nearlythree-fourthsof

respondentsexpectmorestreamlinedworkflows,whilenearlyhalfoftheseorganizationsexpectboostedproductivityandenhancedtraining.

Lastly,roughlyaquarterofsurveyrespondentsbelievevoiceAIwillreduceworkloadandturnoverintheirorganization.ThisunderscoresthebroadpotentialvoiceAIholdsfor

improvingvariousaspectsofworkplaceexperience.

Beyondusecases,it’simportanttoconsiderROI.Whatbenefitsdothesecompaniesexpecttoseefromimplementingvoicetechnology?WhatwoulddrivethemtofurtherintegratevoiceAIintotheirworkflowsandproducts?

First,let’sexaminewhatbusinessesexpecttheROItobefromthecustomerside.ThechartbelowindicatesthatthemajorityofbusinessesexpectvoiceAItoyield24/7

availabilityforcustomers,enhancedengagement,andimprovedaccessibilityand

inclusion.Otherfactorssuchasimprovedcustomerinsightsandcostefficiencyareexpectedaswell.

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FromGeneralLLMstoFine-TunedVoiceAI

ThevoiceAImarketisrapidlyshiftingawayfromrelianceonafewdominant

platformstowardamoreopen,customizablelandscape.Theriseoflow-cost,

capableopensourcelanguagemodels,likeDeepSeek,hasreinforcedtheideathatcompaniescan“owntheirown”AIsolutionsratherthanbeinglockedintoahandfulofsuper-platforms.

Consequently,wearenowlivinginanLLM-agnosticworldwherebusinessesare

prioritizingflexibility,cost-efficiency,andcontrolovertheirAImodels.Insteadof

beingforcedintoaone-size-fits-allapproach,organizationsnowhavethefreedomtobuildandfine-tunevoiceAIsolutionsthatmeettheirspecificneedsusinga

varietyofbest–in-classbuildingblocks.

Oursurveyhighlightswhythisshiftishappening.Whenaskedwhatwould

encouragegreateradoptionofvoiceAI,46%ofrespondentspointedtotheability

tofine-tunespeechmodels—aclearsignthatmanybusinessesrequirevoice

technologythatadaptstodomain-specificterminologyforusecaseslikehealthcareandfinance.Furthermore,41%prioritizedexpandingvoiceintelligencecapabilities

(e.g.sentimentanalysisandtopicdetection),highlightingagrowingdemandforautomatinginsightextractionfromvoicedata.Thistrendrevealsorganizations’

eagernesstoleverageAI-poweredvoiceanalyticstouncoveractionablepatternsandautomateprocesses–particularlycrucialforcontactcenterswherevoice

interactionsgeneratemassiveuntappeddatarepositories.

Iforganizationscantrulyrealizebenefitssuchaslowertechnologycosts,increasedrevenue,fasterprocessingspeeds,andsecuredeploymentoptionsfromAImodels

thattheycancustomizeorfine-tunethemselves,thequestionshiftsfromwhether

theywilladoptthetechnologytohowsoon.

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TheYearoftheVoiceAIAgents

Whilethegraphsabovemainlyfocusonvoicetechnologyasawhole,it’simportantto

narrowourscopetoidentifywhichaspectsofvoicetechnologywillbecomethemost

prominentinthenearfuture.ThedatacollectedstronglysuggestthatvoiceAIagentsaregainingmomentumandheretostay.

AvoiceAIagentisasoftwaresystempoweredbyartificialintelligencethatcanunderstandandrespondtospokenlanguage.Itisdesignedtoautomatecommunicationprocesses,

suchascustomerserviceorvirtualassistance,enhancingefficiencyanduserexperience.Byleveragingnaturallanguageprocessing(NLP)andmachinelearning,itcanengagein

dynamic,responsive,andcontext-awareconversationswithusers.

Let’sexplorewhy.

EnterprisesAreEagertoMovefromLegacyIVRtoAI-PoweredVoiceAgents

Eightypercentofsurveyedorganizationshavedeployedsomeformofvoiceagent,manyrelyingontraditionalIVRsystems.However,theserigid,robotic-soundingsolutionsare

quicklybecomingobsolete.CompaniesareshiftingtowardAI-poweredvoiceagentsthatdeliverhuman-likeresponsivenessanddynamicallyhandlecomplexinteractions.

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Thisincreasedinvestmenthighlightsagrowingfocusonimprovingvoice

technology.Withonly21%ofrespondentsreportingtheyare“verysatisfied”withtheircurrentvoicesolutions,organizationsarelookingbeyondtraditionalapproaches,signalingrisinginterestinAI-poweredvoiceagents.

Asaresult,companiesareallocatingmoreresources—bothfinancialand

personnel—toreplacelegacysystemswithAI-drivensolutions,developvoiceAI

agentsfromthegroundup,orscaletheAItheyalreadyhaveinplace.Thecase

forimplementingvoiceAIagentsiscompelling:voiceAItechnologyhasmaturedfromsimplevoicerecognitiontosophisticatedagentspoweredbylow-latency

transcription,high-fidelitytext-to-speech(TTS),andadvancedlargelanguage

models(LLMs).ThesevoiceAIagentsnowdeliverhuman-likeconversationsto

personalizecustomerexperiences,whileprovidingthescalabilityandconsistencythattraditionalIVRscannotmatch.VoiceAIagentsalloworganizationstomaintainhighservicestandardsevenduringpeakperiodswithoutstaffingchallengesandqualityinconsistencies,simultaneouslyreducingtheburdenonhumanteamsanddrivingsignificantcostsavings.

Infact,15%oforganizationsarealreadyactivelydevelopingvoiceAIagents,andamajorityofthem(98%)plantohavetheminproductionwithinthenextyear(seechart).

Theseacceleratedadoptiontimelines,combinedwithgrowinginvestmenttrendsinvoiceAI,underscorewhy2025istheyearenterprisesembracevoiceAIagents.

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HowSatisfiedAreBusinesses

withVoiceAIAgentTechnology?

Thesurveydatarevealsamixedsentiment:while81%oforganizationsexpresssomelevelofsatisfactionwiththeircurrentvoiceagent

technology,themajority(61%)areonly“somewhatsatisfied,”indicatingclearroomforimprovement.

Thischarthighlightsthisnuance—only21%oforganizationsreport

being“verysatisfied,”whiledissatisfactionremainslow.Thissuggeststhatwhilecurrentvoiceagentsarefunctional,theyfallshortof

expectationsinkeyareas.

Atthesametime,substantialvoiceAIbudgetexpansionssuggestthatcompaniesaren’tcontentwiththestatusquo.RatherthanmaintaininglegacyIVRandbasicconversationalAIsystems,theyareinvestinginnext-generationcapabilitiestoaddresscriticalgapsinconversationalquality(e.g.,latency,voiceclarity)andintegrationwithbroaderAI

ecosystems.

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BarrierstoEntry

WhilethetechnologyintheAIworldiscutting-edgeandincrediblycapable,itisnotperfect.AndtheseimperfectionsoftentransformintohurdlesthatboththeAI’sdevelopersandtheirenterprise

customersmustovercome.

Thegraphbelowunveilsthefactthatperformanceandintegrationsslowdownimplementations.Morespecifically:

Solutionquality—whichincludesvoiceclarity,conversationalflow,andoverallperformance—wasidentifiedby72%ofrespondents

asamajorhurdle.Thisfindinghighlightsasignificantlevelof

dissatisfactionamongenterprisecustomerswiththeir