What’s Next for Voice AI Agents?

Gennadiy Bezkorovayniy at MiaRec shares his bold predictions for Voice AI Agents and outlines how this shift will reshape customer service and redefine how companies prioritise the customer experience.

Curious about where the contact centre industry is headed in 2025?

What is the Largest Cost in Any Contact Centre?

It’s not technology systems or software. It’s human labor, wages, and benefits for agents and supervisors.

Over the years, companies have tried to improve contact centre efficiency by implementing one of two strategies:

1. Replacing humans with technology like IVRs and chatbots, or
2. Enhancing agent performance using tools like real-time agent assist, better quality monitoring, and personalized training.

Let’s talk about the front line of customer service today, IVRs and chatbots. They are everywhere, gatekeeping access to live agents. But here is the reality – customers HATE them

Think about IVRs, press 1 for this, 2 for that… What do most people do? They press 0, desperate to reach a real human who can actually understand their problem.

Chatbots are a step up. Thanks to Large Language Models (LLM), they are smarter and can handle tasks like scheduling appointments, filing refine claim, etc.

But there is still a problem, the interface. Chatbots rely on text, which is convenient for computers but not for humans. Voice, on the other hand, is how we naturally communicate.

So, why are we forcing humans to adapt to computers? Shouldn’t it be the other way around?? Meet Voice AI Agents. They combine the intelligence of modern chatbots with a natural voice interface.

The Year 2025 Will Mark the Beginning of the Voice AI Agents Era

IVR systems will be almost completely wiped out. Voice bots will capture a significant market share from text chatbots.

Here is where it gets even more exciting: Voice bots are advancing so quickly that they can replace agent assist tools altogether.

Today, these tools guide agents during calls, suggesting what to say or do. But, let’s be honest, they can be overwhelming. If AI is feeding agents what to say, why not let the AI speak directly to the customer?

The Adoption of Voice Agents Will Transform the Industry

We’ve already seen this shift from focusing on agent performance to evaluated quality of customer experience, whether the interaction involves a human or a bot.

This is an exciting time to be in this space. Some compare this AI hype to the dot com boom, but this time we have all the chances to avoid the bubble pop.

So, what do you think? Are you ready to embrace the future?

Reviewed by: Megan Jones