Preparing for AI-Powered Voice Calls: Ookla's Vision for Updated Quality Standards

In an era where our means of communication are rapidly evolving, maintaining high standards in voice quality is paramount. At the Mobile World Congress (MWC) 2026, Mark Giles, the Industry Research and Analysis Director at Ookla, a leader in connectivity intelligence, delivered a compelling keynote presentation on the future of voice communication. His discussion centered on the company’s innovative framework for voice experience assessment in light of AI advancements.

Giles emphasized that voice services are currently progressing in three pivotal ways: the emergence of new user groups, the rise of innovative smart devices, and changing user behaviors driven by artificial intelligence. New groups, such as content creators and digital avatars, are utilizing communication technology in ways previously unseen. Meanwhile, smart devices, including intelligent assistants and AI-equipped glasses, are integrating into our daily lives, altering how we communicate and access information.

Moreover, user interactions are increasingly characterized by enhanced applications of AI, compelling the telecom industry to adapt its voice quality measurement frameworks. Traditional metrics, such as Quality of Experience (QoE), Quality of Service (QoS), and coverage, are being expanded to include new dimensions that reflect these changes.

The New Evaluative Framework

Based on Giles’s insights, the evaluation of voice experiences now incorporates three additional dimensions: AI-driven immersive experience, AI-based interaction experience, and Quality of Intelligence (QoI). This enhanced framework allows for a more holistic assessment by measuring factors like the precision and latency of AI models, the service's inclusivity, and the impact of AI on sound clarity and contextual relevance.

For instance, the immersive experience dimension assesses how well AI technologies reduce background noise and enhance call clarity—a critical feature as remote interactions become commonplace. The interaction experience dimension, on the other hand, evaluates real-time translation accuracy and communication fluidity during conversations involving AI.

Case Study: Voice Service Assessment in the Philippines

During his presentation, Giles also highlighted a recent project in the Philippines that utilized Ookla’s renowned drive-testing tool, RootMetrics. The analysis involved an extensive 1,200 km test drive, capturing over 23,000 data samples across Manila to create a comprehensive overview of voice service experiences in the country.

Findings from the study indicated that operators offering Voice over LTE (VoLTE) services significantly outperform over-the-top (OTT) services in critical metrics such as Mean Opinion Score (MOS), call blocking rates, and call drop rates. OTT services, which share bandwidth with general internet traffic, are more vulnerable to congestion, leading to a deterioration of call quality, particularly during peak data usage times.

Despite these advantages, the overall VoLTE connection rate in the Philippines remains low, at only 31%. This figure suggests a pressing need for the nation to advance its VoLTE infrastructure and potentially move away from outdated 3G networks, thereby paving the way for improved voice service delivery.

Moving forward, Ookla is committed to continuing its voice service evaluations in various markets, including those in the Asia-Pacific region. Their ongoing research aims to refine these frameworks further, ensuring that operators are equipped to meet the evolving expectations of users in an AI-dominated landscape.

To explore more about this groundbreaking research and its implications for voice service quality around the globe, individuals can download the detailed report available on Ookla's official website.