AI is rapidly changing the world. From healthcare to finance to law to code writing to the creative arts to education, AI has already caused tectonic shifts that have sent earthquakes through every industry.
What AI earthquakes have shaken business communications? How has AI affected VoIP? What features is AI bringing to VoIP?
In this blog, we give a snapshot of the current state of AI in VoIP as of October 2025, based on what VoIP phone services claim they use AI for. This gives a clear indication of what they believe AI is useful for now in VoIP and what AI will be used for in the future of business communications.
We’ve broken down the trends into three categories:
Let’s get into it!
AI Analytics for VoIP
AI-based analytics is a key feature that many companies emphasize. This begs the question: what does analytics even mean?
We’ve all heard old-school sportscasters rant about “analytics” in football or baseball or basketball. They’re ranting about the use of newer statistical models to understand sports in a new, more fine-grained way, rather than relying on the statistical warhorses of touchdowns, walks, rebounds, and so on.
Now, it can be somewhat frustrating to have someone talk about AYTS as a football stat and for you to have to figure out what that means about your quarterback.
Here’s the explanation of Air Yards to the Sticks (AYTS) from NFL Next Gen Stats (external link): “Air Yards to the Sticks shows the amount of Air Yards ahead or behind the first down marker on all attempts for a passer. The metric indicates if the passer is attempting his passes past the 1st down marker, or if he is relying on his skill position players to make yards after catch.”
To be honest, we have no clue what AYTS means, positive or negative or neutral, about your quarterback. But you better hope your team’s GM, coach, and scouts know all about what these modern analytics mean, because they can help your team get an edge.
Analytics in VoIP is a similar idea: more fine-grained analysis produces better understanding communications. It gives your business an edge.
And, if you’re thinking about your business, you’re not just a fan sitting on their couch eating wings and drinking beer on Sunday afternoon.
You’re the GM. You’re the coach. You’re the scout. You’re the decision maker.
These fine-grained statistics can really help your business.
The drawback is that communications analysis is very time-consuming to do well. Imagine having someone listen to every phone call or read every email to analyze each interaction — never gonna happen.
That’s where AI analytics comes into the conversation. It is intended to give you fine-grained, actionable insights without you having to a do a thing.
One of the most common features is sentiment analysis, which builds on natural language processing (NLP) to determine the mood expressed by a given string of words. In other words, the AI reads what’s being said and summarizes the emotional tone for you.
As an example, let’s look at 3CX, the popular software PBX company. They offer AI features starting at the Pro level; at the Enterprise level, you get all the AI features. 3CX’s AI offerings focus on AI analytics to improve customer engagement.
They use AI to provide sentiment analysis of customer interactions and agent performance. The AI interprets the mood of customers across individual agent calls or email, call queues, and ring groups.
You get instant and actionable insights into how interactions are going, as well as clear data on long-term trends. You see what’s happening better, so you can make adjustments with greater knowledge and confidence.
3CX also uses AI to improve call and voicemail transcription. They give you a choice between three AI transcription services: Google, OpenAI, or 3CX. Transcription gives you accurate, searchable records that can themselves be analyzed by AI.
3CX AI also provides you with call summaries, so you don’t have to read whole call transcriptions to know what happened in an interaction.
All these data are presented in clear reports, which makes visualizing and interpreting the data much simpler.
This is just one example of how AI analytics are entering VoIP communications.
Many VoIP services and VoIP platforms now provide comparable analytics solutions. For example, RingCentral offers RingSense for Phone, a similar sentiment analysis + transcription + call summary suite. 8x8 offers 8x8 Work, which provides meeting transcription, voicemail-to-text, chat summarization, and so on.
As a sidenote: automated transcription is more than just a convenience for you. It is vitally important to the AI systems, because, at this point, spoken word must become text to be processed by the large language models (LLM) behind the generative AI systems used in business communications. An LLM is the fundamental deep learning model for this form of gen AI.
AI Assistants for VoIP
AI assistants are another important feature for VoIP communications. By AI assistants, we are referring to AI processes that replace existing work roles like customer service representatives, receptionists, analysts, and so on.
You’ll frequently see these called “AI agents.” We’re using the term assistant to reduce confusion, because one of the big innovations in AI right now is called “agentic AI.” This requires a bit of explanation:
“Agentic AI” is the industry term for an AI system that does complex goal-based tasks — for example, clicking around a website and filling out forms to book a flight for you. The word “agentic,” in this case, means that the AI system displays independence or “agency.”
It’s actually even more confusing: an AI agent, in the AI world, can refer to a single AI process or program. Agentic AI functions because multiple AI agents work together.
That’s why we’re using the term AI assistants. Just know that many companies refer to these as AI agents.
The best-known AI assistant that has already changed business communications is the automated chatbots that many websites employ and which are offered by many services.
The innovation behind these chatbots can be called conversational AI. In other words, you can write how you’d normally speak, rather than in the stilted, rules-based language we’ve had to use with voice assistants for many years.
But AI assistants go much further.
Let’s use Dialpad, the popular cloud communications service, as an example. They attempt use AI to improve the customer experience while supporting workers and automating tasks. They have developed their own LLM, DialpadGPT, which is trained specifically for business communications. Here’s what they say they use AI for.
Dialpad AI encompasses many AI-based solutions; we’re not going to talk about all of them. They also use the term AI agent in their copy, which we’re going to change to AI assistant for clarity, as explained above.
You can build and optimize your own assistant, establishing guardrails that you define in natural language — no code needed. For example, you can define how the assistant behaves and the scope of what tasks it performs, so it will conform to your company’s image and doesn’t exceed boundaries.
The assistant you build can then perform many tasks. For example, it can automatically schedule customer appointments, provide order status and package tracking information, route customers to the correct department, provide personalized product recommendations, and more. AI assistants in Dialpad can even offer 24/7 interactions with patients, including working with HIPAA-compliant records, to automatically triage, schedule, and follow-up.
And it can analyze all the interactions, providing recaps, customer satisfaction information, and provide grades for the interactions to help workers and teams improve. Dialpad even offers an AI sales coach to teach new recruits and help managers provide good advice in real time.
There are many forms of AI assistant available from business communications services.
Microsoft integrates Copilot, their “AI companion” (their term), into Microsoft Teams Phone in similar ways. You can use Copilot to automate administrative tasks either in real time or after a call, such as asking for action recommendations, suggesting follow-up questions, creating a table of pros and cons raised in a meeting, and listing feedback. You can also have it automatically transfer calls to appropriate extensions.
Copilot in Teams Phone works for both VoIP and PSTN calls using Microsoft Teams with proper licensing.
If you’d like to know about how Copilot integrates with Microsoft Teams video conferencing, check out our blog, “AI Meeting Summaries in Microsoft Teams Rooms Using Microsoft 365 Copilot.”
AI Audio Enhancements for VoIP
AI can be used to make VoIP calls sound better than ever. It’s particularly useful for noise reduction.
Background noise reduction has been around for a long time. AI-enhanced background noise reduction is, essentially, a more intelligent method than previous versions. AI noise reduction systems are trained specifically to identify background sounds that aren’t the current conversation.
It can happen on the service side or on the device side.
As an example of it happening on the service side, RingCentral provides advanced background noise filtering as part of its communications services, including phone and video calls. It also works via the RingCentral app. You can have it be always-on or you can toggle it on and off dynamically depending on where you’re speaking.
As an example of it happening on the device side, Poly Edge E Series phones feature NoiseBlockAI technology, which is an advanced noise reduction solution. They’ve been steadily improving it. On top of dealing with common distracting noises, it now better adapts to sound reflections, which are a common nuisance in offices with hard walls.
In our research, we were surprised that most companies don’t emphasize the usefulness of AI in the audio quality space. We wouldn’t be shocked if there could be major innovations coming soon, because innovation is what AI is all about.
Take languages and dialects.
Related to improving sound quality is solving the problem of the availability of accurate speech across a range of languages. Business is global — you need to meet people where they are. The best way of doing this is by speaking their language or their dialect.
AI can translate text to natural speech in multiple languages and in multiple dialects of the same language.
This feature also lets us bring up another point: AI isn’t only a solution for cloud-based services. Premise-based solutions like Yeastar IP PBXs are getting in on the AI action.
With their P-Series Phone System, Yeastar offers Neural Text to Speech. This feature translates text into natural-sounding speech. You can use it for the AI assistants we talked about above, playing custom welcome messages, IVR menus, and so on.
And it works in over 36 languages. Their Text to Speech feature provides multilingual voice prompts for written text, so you can have, for example, a voice greeting in Mandarin or in Australian English without worrying about finding a native speaker of each language or dialect.
AI can do it for you.