Summary Bullets:

• Conversational AI is driving a major voice resurgence in customer service by improving the IP voice experience.

• Long call queues on account of human agents being thinly stretched across large call volumes have led to customer frustrations and poor CX, but modern versions of conversational AI are set to change that by taking away the frictions associated with voice.

It was believed that voice would diminish in value as digital channels started to emerge as an alternative to the voice channel. While messaging and chatbots offer cost and scale advantages, GlobalData’s research shows that voice continues to remain a vital channel for connecting with customers despite the frictions. Voice provides instant gratification and tends to be more straightforward to use as it does not involve navigating through messaging channels, websites and so and having to type messages. While the elderly demography tends to prefer voice due to greater familiarity, voice is seen to be popular even with the younger generation.

The modern versions of conversational AI are reinforcing the value of voice by taking away the frictions, leading to improved experience, at least for some use cases. Conversational AI is not new, but the older versions were highly programmed, rigid, and could only answer limited, non-interactive queries. Modern conversational AI relies on probabilistic models, making it highly interactive and capable of closely emulating human agents. This technology has given birth to virtual AI receptionists that handle calls, greet customers, carry out authentication, identify intent, and route calls. This eliminates long queues and grants customers 24/7 access. The value multiplies with real-time translation, allowing AI receptionists to speak multiple languages. This is a game-changer for diverse ethnic groups who do not speak English as a first language, especially when accessing critical local government public services where expressing needs in a native language is vital.

Driven by rapid tech advancements, conversational AI is expanding from basic receptionists into autonomous AI agents. These agents handle tasks like answering queries, booking appointments, and taking orders. To do this, they require robust technical foundations, integrating seamlessly with knowledge bases and CRMs (systems of record) to provide targeted responses. Linked to the right workflows, AI agents can check calendars to schedule medical visits or process restaurant orders. Combined with 24/7 availability and translation, this dramatically elevates the voice experience for customers. Furthermore, non-technical teams can easily build these bots in agent builder studios by simply describing the desired persona and goals, removing the need for complex coding. As 8×8 CEO Samuel Wilson noted at the company’s analyst summit this June, “The next billion voice numbers will go to AI agents.”

Despite the promise, architectural challenges remain. Latency is a primary hurdle; the traditional multi-step process (like speech-to-text) can create latency, leading to awkward pauses that disrupt conversational flow. Robust guardrails are also critical to stop AI from hallucinating false information, which carries severe financial and legal risks. Additionally, backend integrations can be clunky due to poorly documented APIs or failing connectors. Finally, the compute costs for generative (GenAI) and agentic AI remain high and can be prohibitive for many businesses. While agentic conversational AI is still in its developing stages, steady breakthroughs are addressing initial operational hurdles to gradually enhance the contact center voice experience. This ongoing progress will drive deeper adoption of the voice channel, counteracting previous assumptions that voice would decrease in value.

The quest for ever-more automation within customer contact solutions continues apace. There will always be scenarios where human-to-human conversations are the preferred and best option. But to enable companies to offer voice interaction at the scale that customers demand, AI will have to carry a significant share of the burden. GenAI- and agentic AI-powered conversational AI is fundamentally shifting the voice experience in contact centers and customer service.