Change is happening before our eyes and voice is becoming its primary vehicle. Dr Dominik Skowroński from the Faculty of Management, University of Lodz comments on the topic.
From keyboard to a conversation
For decades, human-computer communication has looked something like this: we type, click and wait. First, there was the command line – the domain of engineers. Then the mouse, which opened the door to millions. The touchscreen, which opened the door to billions. Now here comes the voice. And not the voice of Siri or Alexa, which could turn on the lights and provide weather forecasts. We're talking about AI voice agents that conduct conversations and then... independently complete tasks. It's like comparing a bicycle to a car. They both have wheels, but the range of possibilities is vastly different.
What can a voice agent do?
Imagine a service company that receives 200 calls a day. Most of them ask the same questions: opening hours, order status, service availability. An AI voice agent can handle 4 out of 5 of these inquiries independently. The remaining, most challenging ones, requiring human sensitivity, will be handled by a human. The solution's creators argue that the goal isn't to replace humans but to free up humans for what truly requires their attention.
According to a 2025 UiPath report, a staggering 77% of IT directors express strong interest in AI agent technology. Companies that have implemented AI agents in customer service reduce the cost of a single interaction from $4.60 to just $1.45, a 68% drop. When Deutsche Telekom, Europe's largest telecommunications operator, announced a partnership with ElevenLabs and unveiled an AI voice assistant built directly into the telecommunications network, it became clear: voice isn't knocking on the door of businesses. It's already sitting in the living room.
Poland: The doors are open but few people enter
What is the situation in Poland? It's like a painting left unfinished by a painter who hasn't finished their work yet. Currently, Poland is a leader in generative AI implementations in the region, as confirmed by Capgemini's 2025 report. Polish technology companies are developing their own voice agents tailored to the specifics of the Polish language. The cost of implementing such a solution starts at several thousand zloty; even a small company can afford a digital receptionist, consultant, trainer or assistant.
AI voice teaches
However, voice agents aren't limited to reception and customer service. Voice is increasingly becoming a tool for people development. It's no wonder: in a world where AI is taking over analytical tasks, soft skills, communication, empathy and the ability to build relationships, are becoming increasingly valuable. Many corporations employ the services of AI coaches.
A platform that uses AI voice agents to train soft skills is being developed in Poland. The agents conduct simulated conversations, practice feedback, assertive communication and even small talk. Thanks to such solutions, a manager who, before a difficult conversation with an employee, can practice it five times with AI can receive feedback and suggestions for improvement each time. It's like a sparring partner who never tires, doesn't judge and is available at 3 a.m.
Will voice agents take over jobs?
This question comes back like a boomerang with every technological wave. The World Economic Forum's "Future of Jobs 2025" report indicates that AI will create 170 million new jobs globally by 2030, while eliminating 92 million. The net result is 78 million new positions. At the same time, Gartner estimates that integrating voice-based AI agents in contact centres could reduce operating costs by $80 billion by the end of 2026. However, this doesn't mean that humans will become redundant. On the contrary, technology takes away the tedious part of work, leaving humans with what is most valuable: building relationships, solving complex problems and thinking creatively.
McKinsey estimates that increased productivity thanks to AI agents could unlock as much as $2.9 trillion in economic value by 2030. At the same time, Gartner warns that by 2026, overreliance on generative AI will lead to an atrophy of critical thinking skills, forcing 50% of global organisations to implement "AI-free" competency tests. This is a paradox of our times, because the better machines become, the more we must invest in what makes us human.
Author: Dr Dominik Skowroński
Edit: Faculty of Management, University of Lodz
