For all the chatter surrounding automation and digital self-service, voice continues to be a customer service powerhouse (pun intended).
When issues are complex, emotional, or time-sensitive, customers still reach for the phone, and recent trends show that call volumes are holding steady or even rising in many enterprise environments.
Several forces are driving this resurgence. As organizations push more journeys toward bots, self-service portals, and AI chat, voice increasingly acts as the pressure valve when those channels fall short.
Indeed, who among us hasn’t endured an endless chatbot loop and wished we had just picked up the phone instead?
For contact centers facing talent shortages and growing interaction complexity, this places new emphasis on extracting value from every conversation.
This shift is accelerating interest in AI-powered speech analytics.
Once viewed as an optional add-on reserved for mature QA teams, it has now become a critical tool for understanding customer sentiment, identifying friction points, and coaching agents – all at a scale that traditional sampling methods cannot match.
Enterprises are recognizing that their richest customer insights are often locked inside thousands of unstructured voice interactions, and uncovering that intelligence is becoming essential to improving CX and operational performance.
“Voice remains central because it is where real accountability happens,” said Martin Kalinov, CMO at Voiso, during a recent conversation with CX Today.
That pattern has held steady across generations, even as digital channels have matured.
Kalinov notes that call volumes continue to grow, not shrink – a trend that is prompting enterprises to reevaluate their approach to voice.
Like many current customer experience and service issues, AI is seen as the solution to tackling increasing call volume.
When applied correctly, the technology is able to change how calls are handled, triaged, and reviewed – not by replacing conversations, but by making them clearer and easier to act on, as Kalinov explains:
“For most companies, the future is a hybrid model. AI improves efficiency and speed, while human agents provide the emotional clarity that customers expect.”
In this hybrid future, speech analytics is emerging as one of the most important layers in the voice stack.
As AI-powered transcription, sentiment analysis, and scoring tools mature, enterprises are finding ways to finally unlock the intelligence buried in thousands of conversations that previously went unheard.
The Push Toward More Complete Insight
Historically, organizations relied on sampling to understand call quality and customer sentiment.
Supervisors would review a sliver of interactions each week, draw conclusions, and coach accordingly. Yet, as Kalinov points out, that approach no longer fits the speed or scale of modern customer engagement.
“AI Speech Analytics gives contact centers a complete and trustworthy record of their conversations,” he said.
Rather than adding another data stream, companies like Voiso focus on making each conversation easier to interpret, review, and act on.
This is achieved through features such as real-time call transcription, topic identification, AI summaries, and AI-driven scoring across multiple languages.
The goal is not just to understand conversations, but to use them to achieve actionable results.
Solving Three Persistent Challenges
Speech analytics often enters the conversation as a QA enhancer, but the use cases can run much deeper.
Below are three common scenarios where the technology can boost the level of service that businesses are able to provide:
- Compliance
Large contact centers operate under constant scrutiny. To assist with this, Kalinov discussed how AI Speech Analytics “surfaces risky or non-compliant terms with far less manual effort,” enabling faster investigation and reducing reliance on after-the-fact reports.
For heavily regulated sectors, this alone can justify the investment.
- Coaching and QA
Supervisors no longer need to sift through recordings to assess performance. Tagged transcripts, concise summaries, and consistent AI scoring provide clarity at a glance.
- Customer Experience
With structured insight into customer intent, friction points, and sentiment, organizations can refine their processes and address recurring issues more effectively.
“It removes guesswork,” noted Kalinov, helping teams respond to needs with more speed and accuracy.
Airpaz, for instance, uses Voiso to manage high-volume, premium-standard service operations.
Speech Analytics tools provide the visibility required to maintain that level of quality at scale.
A Boost for Employee Experience
Alongside CX, coaching, and compliance gains, speech analytics capabilities can also improve day-to-day life for agents – a timely advantage as burnout and tool fatigue rise across the industry, as Kalinov explains:
“The number one cause of burnout is tool switching.”
Agents may move between five or six systems to piece together the story of an interaction, eroding both productivity and morale.
In response to this, many organizations are experimenting with unification platforms.
For example, Voiso’s analytics suite consolidates transcripts, summaries, topics, and scores in one place and syncs them directly into the CRM.
“Make teams faster, not busier,” Kalinov stressed. Removing friction and giving agents clear, objective feedback helps performance and employee experience improve in tandem.
Smart integrations reinforce this approach. By extending agent capabilities without adding more interfaces or tabs, the workflow becomes lighter and more manageable.
The Road Ahead
As more organizations rethink the role of AI in their CX stack, the value of voice-based data is becoming harder to ignore.
Customers may start their journey in digital channels, but the most consequential moments still happen in live conversation. Capturing and understanding those moments at scale is now a competitive priority.
For Kalinov, the advantage that this technology can deliver is irrefutable:
“Teams make decisions based on a complete view of their conversations instead of a small sample, and that improves both operational performance and customer experience.”
Speech analytics may not be the flashiest AI investment, but it is rapidly becoming one of the most impactful – especially for enterprises working to bring clarity, consistency, and intelligence to the most human part of the customer journey: the voice call.
Discover more about Voiso’s customer experience and service approach by reading this article.
You can also explore the company’s full suite of AI services and solutions by visiting the website today.
