What’s New in Voice AI

Voice AI has moved beyond experimentation and become a practical business tool. It accelerates sales, reduces team workload, and improves service quality. This article explores where Voice AI is already delivering real value—and where human involvement still remains essential.

According to Gartner’s 2025 report, companies using AI-powered contact centers reduced average call handling time by 27% while increasing first-call resolution rates by 33%. Fullview.io reports that 63% of small businesses plan to adopt voice AI tools within the next 12 months, primarily for lead qualification, appointment booking, and after-hours customer support. Solutions such as Coldi AI https:// reflect this trend by focusing on scalable, role-aware voice agents that support revenue and service teams.

There is, however, an important nuance: the most successful teams are not replacing people with machines—they are combining human operators with AI. Routine calls are handled by AI, while humans focus on moments that require empathy, judgment, and complex problem-solving. This shift is less about cost-cutting and more about freeing teams to do higher-value, more meaningful work.