Voice AI maturity model – find out what stage your company is at

The Voice AI Maturity Model indicates the level of advancement a company has achieved in using voice technologies based on artificial intelligence. Correctly determining the stage for your organization helps in developing a growth strategy and in the conscious implementation of voicebots within the company. Find out what stage your organization is currently at.

What is the voice AI maturity model?

The Voice AI Maturity Model is an objective assessment that indicates how prepared a company is to implement tools such as voicebots and what experience it has gained so far. It serves as a starting point for planning changes related to the company’s digital transformation, with a recommendation not to skip multiple stages at once. The development of a company in this area should be harmonized. Below are the four basic stages of Voice AI maturity, described according to the criteria outlined by experts from Al Rafay Consulting in their article “What Is an AI Maturity Model? – A Comprehensive Guide to AI Maturity Models” (October 2024).

Initial stage

This is the starting stage for an organization that has not yet developed a strategy for using Voice AI in daily operations, including tools such as voicebots. Typically, employees limit themselves to experimenting with voice-based artificial intelligence, including its use in pilot projects. At the same time, there is no top-down implementation strategy for AI tools. Due to limited human and financial resources, as well as the lack of a defined plan, AI potential is used inefficiently and has little impact on the company’s day-to-day functioning.

Basic stage

At this level, the organization begins to clearly recognize the potential of AI and decides to implement artificial intelligence in selected areas. In the context of Voice AI, this may be limited to using voicebots for answering FAQs or routing customer inquiries to the right service specialists. Typically, voicebots are used in specific projects or within a single department and are not integrated into a comprehensive company-wide development strategy. On the other hand, ideas for scaling these systems start to appear. The challenges may include encouraging employees to actively participate in the changes, as well as merging dispersed databases. This makes it difficult for voicebots to learn effectively and decreases their efficiency across the organization as a whole.

Systematic stage

At this level, the company consciously decides to implement voicebots and manages business and operational processes accordingly. This involves defining standards for voicebot use, setting up processes, and establishing measurable KPIs. In addition, the company uses databases to train language models and enrich algorithms in order to systematically improve the bots’ effectiveness in automating conversations. Tangible results of using artificial intelligence in phone interactions are already visible, including:

shorter response times,
improved customer satisfaction,
a higher number of handled inquiries,
complete automation of repetitive and simple requests by AI.

Transformational stage

This is the highest level of readiness for voice-based AI. It indicates that voicebots and accompanying technologies play a key role in the company’s business strategy and development. The organizational culture is oriented toward innovation and toward maximizing the potential of AI, including the collection of large datasets. Moreover, many strategic decisions are based on analyses prepared by artificial intelligence. At the same time, internal teams work on creating proprietary language models and innovative products or services. Artificial intelligence becomes the main driving force of the enterprise. One of the biggest challenges at this stage is maintaining control over the entire process, especially in the areas of ethics and data security (e.g., GDPR compliance). Therefore, it is worth learning how to ensure data security in a call center environment.

What stage of voice AI maturity is your company at?

To determine the level of Voice AI maturity in your company, consider a few basic criteria and try to answer the following questions, among others:

Do you use voicebots? How many intents do they handle?
Are they integrated with CRM systems, telephony, or digital channels?
What percentage of interactions are handled automatically?
Do you analyze conversations (transcripts, intents, sentiment)?
Does the system provide real-time guidance to consultants or perform actions automatically?
Does your staff have the competence to work with Voice AI?
Is there a clear Voice AI implementation strategy linked to your company’s business goals?
Are there guidelines for ethical and responsible AI use?
Do you monitor AI performance using KPI indicators?

These are the fundamental aspects worth examining. Furthermore, for each question, you can define the level of alignment and advancement within that area. Each year, more and more companies in Poland use AI—already estimated at around 75% of all businesses. However, Voice AI itself is still not as widespread, although this is expected to change in the coming months.

How to achieve high voice AI maturity

Achieving high Voice AI maturity is a complex process that should be approached holistically. It involves not only the implementation of tools in this category but also building an appropriate organizational culture and continuously improving internal processes. This includes recruiting qualified specialists and training employees in operating AI-based voice assistants. A Human + AI approach is recommended, rather than assuming that artificial intelligence will replace humans. In practice, the goal is to achieve synergy—where human competencies complement the capabilities of AI algorithms and language models.

Are you wondering whether this is the right time to implement a voicebot in your company? Contact our expert today. We will assess your company’s readiness for such an implementation by determining its Voice AI maturity model. If appropriate, we will propose a tailored deployment suited to your company’s needs and industry specifics. Get in touch with our specialist today. For years, we have been helping businesses successfully undergo digital transformation and make the most of artificial intelligence’s potential.