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1、 Research CPaaSAA Research is produced by,and represents the views of,the CPaaSAA team ABSTRACT AI Voice unlocks the“dark data”in calls and extends the ambition of Intelligent Engagement:coordinated,real-time interaction across customers,partners and workforce.Early deployments already show measurab

2、le business impact,including operational time savings of 30%or more and booking or conversion improvements of up to threefold in some AI-assisted interactions.As conversations become computable,value shifts away from call volume and towards what is understood,decided and acted on,and the profit pool

3、 in communications will shift from carrying interactions to orchestrating the intelligence that runs them.Governing how conversations are executed,i.e.how data flows,how models are applied,and how outcomes are delivered,will shape where value accumulates in the next phase of enterprise communication

4、s.Connectivity remains essential,but the value of communications is shifting from transport to intelligence.This report draws on CPaaSAAs case directory,industry interviews,and secondary research,providing an evidence-based view of how enterprises are beginning to deploy AI Voice.It provides an over

5、view of the emerging AI Voice market and examines the strategic choices facing Intelligent Engagement players as conversational AI becomes embedded across communications platforms,enterprise workflows and telecom networks.Published:March 2026 AI Voice 2026:Who Will Run The Conversation?CONTENTS CONT

6、ENTS 2 ABOUT THIS REPORT 4 THE CPAAS ACCELERATION ALLIANCE 5 HOW TO READ THIS REPORT 5 EXECUTIVE SUMMARY 6 KEY ACTIONS FOR INTELLIGENT ENGAGEMENT PLAYERS 7 CUSTOMER ADOPTION AND RISKS 8 FOR ECOSYSTEM STAKEHOLDERS:SO WHAT?9 CPAASAAs ACTIONS 11 INTRODUCTION TO AI VOICE 12 WHAT IS AI VOICE?13 AI VOICE