AI Voice Is the Future of Voice Commerce — And Synthesys Is Leading It
Executive Summary
Voice commerce has matured into a high-conversion sales channel that is redefining how consumers shop and how retailers sell. In 2025, shoppers are not just using voice to ask simple questions—they are confidently placing orders, confirming deliveries, and resolving complex issues without a screen. This shift is being driven by advanced AI voice automation, and Synthesys is at the forefront of this transformation.
With sub-500ms latency, emotionally intelligent conversations, seamless CRM integration, and 24/7 multilingual availability, Synthesys is enabling retailers to convert calls into sales at scale. Those who adopt it are outpacing competitors; those who delay risk falling behind as consumer behavior moves decisively toward voice-first shopping.
Market Size & Growth
The global Voice Assistant Market, which encompasses AI voice technologies, is projected to grow from $6.1 billion in 2024 to $79 billion by 2034, representing a 29.1% CAGR. This growth is being driven by several key factors. First, 50% of consumers have already made purchases using voice assistants, demonstrating a strong comfort level with the technology. Second, voice commerce is moving from an experimental phase to an essential part of retail transactions. Third, AI voice is rapidly surpassing its basic support roles to become a primary sales channel for businesses. At the same time, it is important to note that 30% of inbound retail calls currently go unanswered, and 33% of those missed calls result in direct revenue loss. A chart titled "Projected Growth of Voice Commerce vs Missed Retail Calls (2024–2030)" would show a steep rise in voice transactions contrasted with persistently high lost revenue from unanswered calls, underscoring the urgency for automation.
Key Adoption Drivers
Voice commerce has now gone mainstream. Shoppers are comfortable buying groceries, apparel, and even high-value goods via popular voice assistants like Alexa and Google Assistant, as well as in-car voice systems. Synthesys connects directly into this consumer behavior, enabling real-time order capture and product Q&A. A second driver is that speed-to-conversation wins sales. Synthesys responds in under 500ms, which is faster than even elite human agents, a speed that shortens sales cycles and slashes call abandonment rates. A third driver is that Synthesys offers sales-centric AI conversations. Optimized for commerce and not just support, Synthesys agents handle upsells, reactivation campaigns, and post-purchase engagement, all of which are automatically logged into CRM systems for immediate sales follow-up. Always-on, multilingual coverage is also a key driver. Synthesys provides 24/7 availability in multiple languages, ensuring every customer receives immediate, personalized service across voice, SMS, and integrated CRM workflows. Finally, the platform offers emotionally intelligent selling. With its LLM-powered sentiment detection, Synthesys adjusts its tone, pacing, and escalation logic in real time, transforming voice AI into a trusted sales driver.
Implementation Barriers & Synthesys Solutions
One significant barrier to implementation is the perceived complexity and long deployment times associated with new technologies. Many businesses fear that integrating an AI voice agent will require extensive technical resources, causing operational disruptions and project delays that outweigh the potential benefits. The Synthesys solution, however, features a done-for-you onboarding process with no-code integration. This enables businesses to go live in days, not months, by handling all of the technical heavy lifting and seamlessly connecting to existing retail systems. A second potential barrier is the fear of losing brand voice authenticity. Brands have spent years cultivating a specific tone and personality, and they are concerned that an AI voice agent may sound robotic or inconsistent, thereby damaging customer relationships. Synthesys addresses this with advanced custom voice cloning and tone control features, which ensure the AI agent speaks with the same brand-aligned personality and emotional intelligence as a top human agent. Security and compliance concerns also present a major barrier to adoption, particularly for businesses that handle sensitive customer data. Without robust security measures, a new platform could expose a company to data breaches or regulatory fines. The Synthesys solution provides full HIPAA, GDPR, and SOC 2 Type 2 compliance with enterprise-grade encryption. It is built from the ground up to protect customer data and adhere to the highest industry standards. A final barrier is the limited visibility into AI-driven sales performance. Without clear metrics and reporting, it is difficult for businesses to justify the ROI of an AI solution or to optimize its performance. Synthesys overcomes this by providing real-time dashboards with sentiment tracking, attribution, and optimization insights, allowing businesses to see the direct impact on their bottom line and make data-driven decisions to enhance sales.
Category | Strengths (S) | Weaknesses (W) |
Internal | • Built specifically for commerce, not just support • Handles both inbound and outbound voice flows • <500ms latency for instant responses • CRM and e-commerce integration (Shopify, Twilio, HubSpot) • Emotion-aware voice agents that drive conversion | • Premium platform, best suited for high-volume, high-intent transactional use cases • Requires executive alignment to shift away from legacy systems |
External | Opportunities (O) | Threats (T) |
• Capture a larger share of voice-based transactions • Turn post-sale calls into upsell or reactivation opportunities • Expand into international markets with multilingual voice agents • Replace outdated IVR and call center workflows with intelligent automation | • Late adopters risk falling behind in rapidly evolving customer expectations • Fragmented tech stacks create poor user experience and lost data • Competitors using Synthesys gain significant speed and conversion advantages |
Metric | Result with Synthesys |
|---|---|
Call Answer Rate | 100% |
Lead Reactivation Rate | 2.31× increase |
Customer Churn | −30% reduction |
Average Cost Savings vs. Call Centers | 58% |
Deployment Speed | Live in days, not months |
Latency | <500 milliseconds |
Customer Satisfaction | +25% improvement |
Synthesys doesn’t just prevent lost sales—it transforms voice interactions into a revenue-generating channel. Its commerce-optimized AI agents allow retailers to:
Engage instantly at the peak of customer intent.
Scale multilingual campaigns without hiring additional staff.
Integrate voice commerce seamlessly into omnichannel sales strategies.
By combining human trust with AI efficiency, Synthesys positions retailers to lead in a market where speed, personalization, and availability define customer loyalty.
Case Study: Luxury Retailer's 40% Upsell Revenue Increase
A global luxury retailer specializing in high-end apparel faced a challenge: while their human sales associates were excellent at upselling, their ability to engage with every inbound customer at scale was limited. By deploying Synthesys, the brand was able to create a sophisticated AI voice agent trained to understand the nuances of luxury customer conversations. The agent proactively suggested personalized add-ons and premium alternatives in a brand-consistent voice, resulting in a 40% increase in upsell revenue from inbound calls. The solution was fully integrated with their CRM, allowing human staff to easily see the AI-driven sales journey and personalize future interactions.
Case Study: E-commerce Recaptures $250K Annually
A rapidly growing e-commerce brand was losing a significant number of high-value sales to missed calls—an estimated 30% of all inbound calls went unanswered, leading to a direct loss of revenue. They implemented a Synthesys AI agent to automatically answer every call instantly, even after hours and during peak traffic. The agent was programmed to intelligently capture lead information and even complete the sale for common products. As a result, the e-commerce brand recaptured an estimated $250,000 in annual revenue that was previously lost to missed calls, turning a cost center into a powerful sales funnel.
While AI voice has proven its immediate value in automating call centers, its most transformative applications are only just beginning to emerge. In the coming years, we can expect to see AI voice technology moving beyond the phone and becoming an embedded part of the entire retail ecosystem. This includes:
Proactive, Personalized Engagement: AI voice agents will evolve from being reactive customer service tools to proactive sales assistants. They will be able to initiate conversations with customers based on real-time triggers, such as an abandoned online shopping cart, to offer timely assistance and increase conversion rates.
In-Store Experiences: Brick-and-mortar stores will integrate AI voice into in-store kiosks and smart mirrors. Customers can use natural language to ask for product locations, check real-time inventory for a specific size or color, or even receive personalized recommendations based on their past purchase history. This creates a seamless, omnichannel experience that bridges the physical and digital worlds.
Streamlining Supply Chain and Logistics: AI voice will play a critical role behind the scenes by providing hands-free operational support. Warehouse staff could use voice commands to check inventory levels, log stock movements, or receive task assignments, significantly improving efficiency and reducing manual data entry errors.
Hyper-Personalization at Scale: By analyzing speech patterns, tone, and sentiment from every voice interaction, AI will create a deeper understanding of individual customers. This data will be used to deliver hyper-personalized product recommendations, promotions, and offers across all channels, from in-store signage to post-purchase follow-up calls. The technology will enable retailers to anticipate customer needs before they even ask.
Voice-Activated Payments: The integration of AI voice with secure, biometric voice authentication will enable frictionless and secure voice-activated payments. This can reduce cart abandonment by simplifying the checkout process and providing a convenient, hands-free payment option for customers.
Synthesys is uniquely positioned to empower these next-generation use cases by providing a unified, extensible platform that can adapt to both front-end customer interactions and back-end operational workflows, ensuring a cohesive and intelligent experience at every touchpoint.
8. Sources & Call to Action
Sources
Market.us (2024) – AI Voice Market Report
EnterpriseAppsToday (2024) – Voice Assistant Purchase Statistics
McKinsey (2025) – Retail Call Center Analysis
HubSpot (2024) – Customer Response Expectations Study
Market.us (2024) – Voice Assistant Market Growth Projections.
EnterpriseAppsToday (2025) – Consumer Voice Purchase Statistics.
McKinsey (2025) – Call Center Revenue Impact Analysis.
Synthesys Report (2025) – AI Telecommunications Market Data.
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