AI Voice technology has come a long way, offering businesses the ability to automate customer service, sales, and technical support with unprecedented efficiency. Vocal’s VOXY®—currently in beta as of 1st October 2024—is designed to revolutionise communication by integrating with Public Switched Telephone Networks (PSTN) and Global System for Mobile Communications (GSM) networks. However, as this technology becomes more widespread, concerns around regulation and job displacement are emerging, raising important questions about the future of AI Voice and its role in telecommunication networks.
Regulating AI Voice Over PSTN and GSM Networks
As AI Voice agents increasingly handle real-time communications across PSTN and GSM networks, regulatory concerns are becoming a priority. Historically, these networks were designed for human communication, but now AI Voice agents are processing, transmitting, and terminating calls through the same channels.
Key regulatory concerns include:
Data Privacy and Consent:
AI Voice agents collect and process vast amounts of customer data. In line with regulations such as GDPR and CCPA, businesses must ensure explicit consent is obtained before recording or analysing conversations. It’s recommended that businesses use automated disclaimers at the start of calls, informing customers they are interacting with AI, thereby ensuring transparency and compliance.
Call Quality and Latency:
AI Voice relies on low latency and high-quality voice transmission, which could strain existing GSM networks. Telecommunications regulations in regions such as Australia may require service providers to ensure minimum service standards for AI systems used in customer service. This ensures that AI-driven communications don’t negatively impact human-to-human interactions.
Preventing Spam and Robocalls:
AI Voice agents have the potential to flood networks with automated calls. Australian regulations, including the Telecommunications Act 1997 and Spam Act 2003, govern unsolicited communication. AI-driven systems must comply with do-not-call lists and provide opt-out options to customers to prevent misuse and adhere to anti-spam laws.
As AI Voice services like VOXY® expand, regulatory bodies will need to adapt, ensuring consumer protection and network integrity. This is especially important given VOXY®’s integration with traditional telecommunications infrastructure, which requires close attention to both technological and legal frameworks.
Balancing Automation with Employment: AI Voice and Jobs
A pressing concern around AI Voice adoption is the impact on employment. Automation through AI has already transformed sectors like manufacturing and logistics, and AI Voice is set to disrupt industries reliant on human communication, such as customer service and sales.
However, the impact is not as simple as job replacement.
AI Augmentation, Not Replacement
AI Voice agents are not designed to replace human employees entirely but to augment their capabilities. For example, AI can handle routine tasks like answering basic questions, routing calls, or scheduling appointments. This allows human employees to focus on more complex interactions requiring emotional intelligence, creativity, or problem-solving.
It’s essential to note that businesses adopting AI Voice technologies may have obligations under Australian labour laws to consult employees if redundancies arise due to automation. Under workplace relations laws, including Fair Work Australia policies, employers are required to engage in consultation with affected employees and explore alternatives to redundancy, such as retraining programs. Proactively offering retraining helps mitigate the negative effects of job displacement and ensures compliance with these obligations.
Efficiency Without Redundancy
AI Voice agents provide businesses with the flexibility to handle fluctuations in call volume without the need to hire additional staff. This reduces operational costs but does not necessarily result in layoffs. Instead, businesses can allocate resources toward customer experience management and AI oversight roles, which are likely to grow in demand as AI adoption increases.
Business Growth Leads to Job Creation
As businesses scale more efficiently with AI Voice agents, they can expand into new markets, create new products, and hire employees for specialised roles. AI-driven efficiency often leads to increased revenue, allowing businesses to reinvest in growth and job creation.
The Future of AI Voice: Ensuring Responsible Adoption
As AI Voice technology evolves, it’s essential to strike a balance between technological advancement and responsible adoption. Governments, businesses, and consumers all have a stake in ensuring that AI benefits society without unintended consequences.
Stronger Regulations
To address concerns around job displacement and network integrity, policymakers will need to introduce clear regulations for AI Voice, especially as it integrates with traditional networks like PSTN and GSM. This could include prioritising human-to-human communication, ensuring transparency in AI use, and enacting job preservation measures such as retraining programs for affected workers.
Job Preservation Measures
Rather than eliminating jobs, AI Voice could shift the focus toward more specialised roles. Governments may implement programs to retrain workers whose jobs are being automated, providing new opportunities in AI management, data analysis, and customer experience strategy.
The Role of VOXY® in the Future of Communication
Vocal’s VOXY® is at the forefront of this technological evolution. As Australia’s first AI Voice service to operate over PSTN and GSM networks, VOXY® is uniquely positioned to drive efficiency across industries while ensuring compliance with emerging regulations. By leveraging AI to handle routine tasks, VOXY® allows businesses to focus on growth, customer satisfaction, and creating new job opportunities.
As a part of Vocal’s ongoing commitment to Telecommunications Consumer Protections (TCP) Code, VOXY® will continue to ensure fair treatment of consumers when using AI for customer-facing services. Furthermore, any consumer concerns or disputes can be resolved through Telecommunications Industry Ombudsman (TIO) processes, maintaining transparency and fairness.
At its core, VOXY® represents the balance between human and AI interaction, providing businesses with the tools they need to navigate the future of communication responsibly.
Conclusion: The Path Forward for AI Voice
AI Voice technology holds enormous potential to transform communication, but it must be adopted responsibly. As VOXY® continues its beta phase, businesses should consider the implications of AI Voice on their workforce, regulatory compliance, and customer interactions.
The future of AI Voice is not about replacing jobs—it’s about creating new opportunities and ensuring that businesses and regulators work together to harness the benefits of this powerful technology. With the right balance of regulation, training, and innovation, AI Voice can be a force for positive change, driving efficiency while preserving the human touch that remains vital in business communication.
Helpful Resources and References
Telecommunications Industry Ombudsman (TIO)
An independent body providing dispute resolution services for consumers and small businesses with complaints about telephone or internet services: Telecommunications Industry Ombudsman (TIO)
Telecommunications Consumer Protections (TCP) Code
The TCP Code ensures consumer protection in the telecommunications sector, covering fair treatment, customer service, and dispute resolution: Telecommunications Consumer Protections (TCP) Code
Telecommunications Act 1997
Governing law for telecommunications services in Australia, including licensing requirements and network standards: Telecommunications Act 1997
Spam Act 2003
Regulates unsolicited electronic messages, prohibiting spam and requiring opt-out mechanisms in Australia: Spam Act 2003
Fair Work Australia
Australia’s national workplace relations tribunal, ensuring compliance with employment laws and dispute resolution: Fair Work Australia
