AI语音2026：谁将掌控对话？

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 alreadyshow measurable business impact, including operational time savings of 30% or more and booking orconversion 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, andthe profit pool in communications will shift from carrying interactions toorchestrating the intelligence that runs them. Governing how conversations are executed, i.e. how dataflows,how models are applied, and how outcomes are delivered, will shape where value accumulates in the nextphase of enterprise communications. Connectivity remains essential, but the value of communications isshifting from transport to intelligence. This report draws on CPaaSAA’s case directory, industry interviews, and secondary research, providing anevidence-based view of how enterprises are beginning to deploy AI Voice. It provides an overview of theemerging AI Voice market and examines the strategic choices facing Intelligent Engagement players asconversational AI becomes embedded across communications platforms, enterprise workflows and telecomnetworks. Published: March 2026 CONTENTS CONTENTSABOUT THIS REPORTTHE CPAAS ACCELERATION ALLIANCEHOW TO READ THIS REPORTEXECUTIVE SUMMARYKEY ACTIONS FOR INTELLIGENT ENGAGEMENT PLAYERSCUSTOMER ADOPTION AND RISKSFOR ECOSYSTEM STAKEHOLDERS: SO WHAT?CPAASAA’s ACTIONSINTRODUCTION TO AI VOICEWHAT IS AI VOICE?AI VOICE IS A COMPONENT OF INTELLIGENT ENGAGEMENTAI Voice and Conversational IntelligenceCalls and Voice in ContextWHY AI VOICE MATTERS TO -aaS PLAYERS & CSPSTHE BUSINESS CASE FOR AI VOICEWHAT CAN AI DO FOR VOICE, AND VOICE FOR AI?AI VOICE IMPLEMENTATION: CASE STUDY EXAMPLESTranscriptionAI Dialogue: AI Voice becomes a two-way communicationAppointments and SchedulingLead QualificationStreamlining ProcessesCustomer ExperienceComplianceCase Study DistributionWorkforce impact of AI Voice adoptionBeyond the call itselfBUSINESS BENEFITS OF AI VOICECUSTOMERS AND SALES CHANNELS: MINDSETS & BUDGETSETHICS, PRIVACY AND REGULATORY COMPLIANCEWHEN WILL THE BENEFITS MATERIALISE?INDUSTRY ECOSYSTEM & DYNAMICSAI VOICE ECOSYSTEMRUNTIME: THE CONTROL POINT FOR VALUERecent Market SignalsCompute Location vs Runtime OwnershipFOUR RUNTIME SCENARIOS: HOW BUSINESSES DECIDEIntelligent Engagement Led Runtime (CPaaS / CCaaS)Hyperscaler-Led RuntimeTelco-Integrated Runtime Enterprise-Controlled Runtime42COMPETITIVE RISKS43SOVEREIGNTY AND STRUCTURAL TENSION44EMERGING REGULATORY QUESTIONS FOR AI VOICE44HYPERSCALER STRATEGY: COMPONENT VS. PLATFORM45APPLICATIONS: MANY HORSES FOR MANY COURSES46AI VOICE ADOPTION & FORECASTS48AI VOICE ADOPTION48MARKET SIZE, GROWTH AND FORECASTS51THE FOUR VALUE LAYERS OF AI VOICE52Strategic implications52How might it play out, in general?52INTELLIGENT ENGAGEMENT: MARKET OPPORTUNITIES53WHAT’S DRIVING CUSTOMER ADOPTION TODAY?53BUSINESS SEGMENT NEEDS53Vertical Specialisation: Creating Defensible Utility54INDUSTRY NARRATIVE AND PACKAGING55PLATFORM CHOICES & MODEL NEUTRALITY56TELCO NETWORK AI VOICE57AI in every call57Design and pricing considerations59Why it matters where the intelligence is orchestrated in Telco Network AI Voice60Telco Call Centre AI60ANALYTICS61VCONS: CONTEXT, COMPLIANCE AND COMPETITIVE ADVANTAGE61TRANSLATION65BIOMETRICS & SENTIMENT ANALYSIS66CONCLUSIONS68INTELLIGENT ENGAGEMENT PLAYERS IN AN AI VOICE WORLD68STRATEGIC IMPERATIVES FOR AI VOICE SUCCESS69THE BOTTOM LINE70A SINCERE NOTE OF THANKS71 ABOUT THIS REPORT The analysis and the views in this report are the independent work of the CPaaS AccelerationAssociation (CPaaSAA), and we would like to thank all of our members for their significant inputand support. The report was researched and written in late 2025 and early 2026 by Andrew Collinson, AssociateResearch Director, CPaaSAA and reviewed by CPaaSAA’s Partners. A Note of Thanks This report would not be possible without the insight and collaboration of CPaaSAA members andcontributors across the ecosystem. We are grateful to the many executives, product leaders andpractitioners who shared perspectives, case studies and data. Their input strengthens our sharedgoal: accelerating Intelligent Engagement and ensuring this industry captures the value it helpscreate. We are grateful for the additional support provided by our Accelerate members: Infobip, KPN,Radisys, Sinch and Vonage. There is a further list of 36 people from these and other organisationsherewho contributed ideas,insights and information, to whom we extend our sincere thanks. ●The report is also based on our analysis of 46 AI Voice customer case studies developed bynumerousmembers and ecosystem players,which show real-life applications of thetechnology and list customer accredited benefits. Some of those cases are