Preparing for the Future of Voice Quality Standards in AI Calling

In March 2026, during the Mobile World Congress (MWC) in Barcelona, Mark Giles, the Industry Research and Analysis Director at Ookla, shared compelling insights into the future of voice quality standards tailored for AI calling. His keynote, "Experience-Driven Voice Core Network with Ookla RootMetrics," introduced a groundbreaking evaluation framework aimed at enhancing voice communication through artificial intelligence.

The discussions focused on three significant advancements in the realm of voice services. First, there is a noticeable emergence of new user demographics, including digital content creators like instavidéastes and digital avatars. Secondly, innovative smart devices, such as AI assistants and smart glasses, are rapidly gaining traction in the marketplace. Lastly, user behavior is shifting towards greater interaction with AI applications, including remote engagements that change the dynamics of traditional calling.

Giles emphasized the need for evolving voice experience assessments to include AI-centric metrics. To better serve the industry, Ookla's updated voice experience evaluation now comprises three additional dimensions: immersive AI experiences, AI interaction experiences, and intelligence quality. This holistic approach not only considers conventional metrics such as quality of service and coverage but also delves into specific AI-driven parameters including accuracy, latency, and service inclusivity.

The immersive AI experience is particularly noteworthy, as it assesses elements like AI-driven noise reduction, gauged by average opinion scores. Moreover, the interaction experience evaluates aspects such as the precision of real-time translations, crucial for global communications. This contemporary evaluative framework ensures that service providers can enhance their voice offerings in a landscape dominated by AI technologies.

One of the significant highlights of Giles’s presentation was Ookla's recent comprehensive voice service evaluation project conducted in the Philippines. Through cutting-edge testing with their RootMetrics tool, Ookla completed a driving test across a staggering 1,200 kilometers, collecting around 23,000 data samples from locations such as Manila. This initiative yielded one of the first systematic and in-depth assessments of the country's voice service quality.

The data gleaned from the Philippine project revealed a clear performance distinction between traditional VoLTE (Voice over LTE) services and Over-The-Top (OTT) voice services. The findings indicated that VoLTE services significantly outperformed OTT offerings across metrics such as average opinion score, call blocking rates, and lost calls. This high level of performance is attributed to the dedicated bandwidth that VoLTE services utilize, as opposed to the shared bandwidth that OTT services rely on, which often encounters congestion during data surges.

Despite these encouraging findings, the overall VoLTE connection rate in the Philippines stands at merely 31%, indicating substantial room for improvement. Giles stressed the importance of phasing out outdated 3G networks and adopting AI-driven advancements to enhance voice service experiences. For the future, Ookla is committed to continuing its evaluations of AI-optimized voice services across various countries, including the Philippines.

Giles concluded his presentation by inviting stakeholders to explore further details in Ookla's official report, emphasizing the shared goal of enhancing voice performance in the age of AI. As digital communication continues to evolve, it is critical that operators adapt to these innovations, ensuring that users gain the best possible voice calling experiences.

This forward-thinking approach not only sets new benchmarks for voice quality but also positions Ookla as a leader in navigating the intersection of communication and technology, paving the way for a future where voice calling meets the expectations set by emerging artificial intelligence trends.