Voice AI is taking center stage in 2025. According to our research, nearly 80 percent of CX leaders believe voice AI is ushering in a new era of more seamless problem-solving, leaving robotic IVRs in the past. Thanks to its generative capabilities, voice AI understands and responds to spoken language in a natural, human-like way, assisting customers without the cost of 24/7 staffing.
And customers are embracing the change—65 percent say voice AI improves phone interactions. One reason why? Many find it easier to explain and resolve complex issues.
(Zendesk)