Executive summary
Gartner and State of Voice AI 2025 confirm the paradox: everyone pilots, almost nobody scales. Five decisions that separate the winners.
Gartner reports that 88% of AI agent projects never reach production. Meanwhile, Opus Research's State of Voice AI 2025 sizes the global AI Voice market at $9.4B in 2025, projected to $14.9B by 2028. Five decisions separate the ones that scale from the eternal pilots.
Why pilots fail
- Fuzzy use case.
- No baseline metrics.
- Poor human handoff.
- Half-done CRM integration.
- No governance loop.
FAQ
Time to production?
4 to 12 weeks with a well-defined use case.
Which KPIs?
Cost per interaction, resolution rate without human, post-call NPS.
How to avoid eternal pilots?
Define go / no-go criteria before starting.
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Written by
José María Lozano is CEO and co-founder of IACall, a Spanish company building AI voice agents that answer phone calls in real time. He works mainly with law firms, accountancy practices, property managers, estate agents, clinics and workshops: businesses where a missed call is a missed opportunity. IACall operates in Spanish, Catalan and Galician, with data hosted in the EU and compliance with GDPR and the EU AI Act.