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A Note from Eva
Starting this newsletter feels like painting on a fresh canvas – equal parts exciting and nerve-wracking! As someone who arrived in America with $100 and broken English, I've learned that authentic connection transcends language barriers. Today, as we teach AI to "speak human" at Voice2Me.ai, I'm reminded that behind every enterprise platform, there are real people trying to solve real problems.
This newsletter is my way of connecting with you beyond the boardroom – sharing insights, celebrating wins, and exploring how we can make technology feel more human. Grab your coffee (or wine, no judgment!) and let's dive in.
What's Buzzing in AI Voice Tech
The Numbers Don't Lie – Voice AI is Everywhere:
8.4 billion AI voice assistants are now active worldwide (up from 3.25 billion in 2019) – that's more than one per person on Earth!
The global voice recognition market is racing toward $50 billion by 2029, with NLP hitting $43 billion this year
97% of organizations are already using voice technology in some capacity – we've officially hit mainstream adoption
The Enterprise Shift is Real:
Voice AI agents are rapidly replacing outdated IVR systems across industries – customers are demanding conversational experiences, not phone trees
15% of organizations currently developing voice AI agents plan full integration within 12 months – the enterprise race is accelerating
92% of companies plan to increase AI investment over the next three years, with voice-driven solutions moving from "nice-to-have" to mission-critical
The Reality Check: This isn't just hype anymore. With 91% of users interacting via smartphones and 78% of organizations globally using AI, voice technology has become the bridge between digital transformation and human connection. The companies winning aren't just adopting AI – they're making it feel authentically human.
AI Literacy Corner: What is "Multimodal" Really?
You've probably heard this buzzword thrown around, but here's the simple truth: multimodal AI means your voice agent can process voice, text, images, and even screen-sharing simultaneously.
Traditional Voice AI | Multimodal Voice AI |
|---|---|
🗣️ Voice only | 🗣️ Voice + 📱 Text + 📷 Images + 🖥️ Screen-share |
"I have a problem" | "I'm looking at this error code" (shows camera) |
Limited context | Full situational awareness |
✅ Good for: FAQs, simple requests | ✅ Perfect for: Field support, technical troubleshooting |
Why it matters: Imagine a field technician saying "I'm looking at this error code" while sharing their camera view. A multimodal AI can see what they see, hear their question, and provide visual step-by-step guidance. It's like having a expert colleague right there with them.
The Full-Duplex Game Changer: Here's something most people don't realize – traditional voice AI works like a walkie-talkie (you talk, then it talks). Full-duplex models let both parties speak naturally, with interruptions and overlapping conversation, just like real human dialogue.
Why this matters: Ever tried to interrupt Siri? Exactly. Full-duplex AI can handle "Actually, wait—" mid-sentence and adapt in real-time, making conversations feel effortless instead of scripted.
Pro tip: When evaluating voice AI solutions, ask if they can handle multiple input types at once AND support full-duplex conversation. Single-mode, turn-taking solutions are already outdated.
Want to dive deeper? Check our whitepaper "The Full-Duplex Advantage: Why Natural Conversation Flow is the Future of Enterprise AI"
Customer Spotlight: Insurance Claims Made Human
Last month, a Fortune 500 insurance company got our Voice FNOL (First Notice of Loss) solution integrated with ServiceNow. The results? 80% faster claim intake and something even better – customers stopped hanging up mid-call.
"It's like magic," said Sarah, a claims adjuster. "Customers can just talk naturally about their accident, and the system captures everything accurately. They don't feel like they're talking to a robot anymore."
The human element: What struck me most was hearing that customers now thank the AI agent at the end of calls. When technology feels genuinely helpful rather than frustrating, it creates those moments of connection we're all craving.
What's New at Voice2Me.ai
Just Shipped:
Universal Telephony Support – we now connect via SIP to major telephony and call center providers (Avaya, Genesys, Five9, you name it) – no more platform limitations holding you back
PEGA Integration Goes Live – expanding beyond ServiceNow, our voice agents now work natively with PEGA platforms for case management and customer service workflows.
Salesforce POC Success – completed proof-of-concept shows seamless voice integration with Salesforce Service Cloud (full launch end Q3)
Up and Running: Our free trial program for ServiceNow Platform at service24x7.ai – because we believe in letting the technology speak for itself. No sales calls required, just pure hands-on experience.
Getting Major Traction: Our ServiceNow Session Viewer App is becoming the unexpected star of the show. Here's why IT teams love it:
The Problem: Voice session data gets trapped in external platforms, making it impossible for service teams to access transcripts, replay calls, or trigger automated workflows based on conversations.
Our Solution: Session Viewer brings completed AI voice interactions directly into ServiceNow – transcripts, audio links, metadata, everything – stored securely and accessible to authorized users instantly.
The Impact: IT managers are using it to automate follow-ups, trigger audits, and launch intelligent workflows right from voice data. No third-party tools, no complex setup – it works natively with ServiceNow's security model.
Connect & Learn
Upcoming Events:
Aug 5, 2025: "Multimodal AI Voice Agents on ServiceNow" – Live demo webinar (45 mins) | Register here
Worth Your Time:
Listen: My interview on the Spinwheel Media Podcast "How to Scale Your Business Using Voice AI...Without Losing the Human Touch" podcast about building technology with empathy.
In my 20 years of enterprise experience, I've discovered that people don't remember your technology specs or quarterly metrics. They remember how they felt when they talked to you. That feeling – that moment of being truly heard and understood – is what we're programming into every AI conversation.
Until Next Time...
As I was tucking my kids into bed last night, my daughter asked, "Mom, do AI agents have feelings?" It got me thinking – maybe the question isn't whether AI can have feelings, but whether it can help us connect with our feelings and each other's.
That's what we're building toward. Technology that doesn't just process transactions, but preserves the humanity in every interaction.
Keep innovating (and stay human),
Eva Karnaukh
CEO, Voice2Me.ai
P.S. If this resonated with you, forward it to a colleague who might enjoy our perspective on making AI more human. And hey, hit reply – I read every response and love hearing your thoughts!
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