For decades, businesses have relied on outdated phone systems filled with endless menus and “press 1 for sales” prompts. That era is coming to an end. With the rise of AI-powered, SIP-native communication, customer interactions are no longer about navigating clunky decision trees. Instead, the system simply understands what you want and gets it done.
Back in 2018, when Dialpad acquired TalkIQ, it was clear that AI would become central to communications. Fast-forward to 2025, and we’ve moved beyond AI as a helpful add-on. Today, AI replaces outdated processes entirely, handling requests faster and more accurately than traditional call center agents ever could.
This shift is transforming the telecom industry. Old business models based on “minutes” are evolving into what we can call “intent minutes,” where value comes from how well systems understand and act on customer intent. Companies like Dialpad, Zoom, Twilio, and 8×8 are leading the way with AI-first call flows, while legacy IVR vendors are quickly fading into irrelevance.
That doesn’t mean humans disappear from customer support, but their roles are changing. Agents will focus on empathy and complex needs, not routine billing questions or menu-driven queries.
The most striking part of this transition is how seamless it feels. Customers won’t even notice the technology shift, only that everything works more smoothly and efficiently.
The takeaway is simple: if your customer experience still depends on keypad-driven systems, you’re not preparing for the future. You’re preserving a museum. AI-driven communication is here, and it is setting the new standard for speed, simplicity, and customer satisfaction.
