2025 marked a turning point in how companies communicate with their customers thanks to artificial intelligence. Voice agents, which once sounded robotic and limited, began to transform. At Rootlenses, we led this evolution, and in 2025, we are taking our call agents to a new level of humanity and efficiency.
Throughout this year, we have implemented a series of significant improvements to our Voice platform, from more natural voices and intelligent call retries to internal audits that ensure maximum quality.
These updates not only optimize operations but also redefine the interaction between technology and people. Below, we explore how these innovations are shaping the present and future of business communication.
Evolution of Rootlenses Voice in 2025
Artificial intelligence is advancing at a dizzying pace, and our voice agents are no exception. Over the past year, we have introduced a series of features designed to make interactions smarter, more efficient, and above all, more human. These improvements not only replicate the capabilities of a human agent but often surpass them in consistency and reach.
One of the most notable advances is the ability to apply advanced configuration within each agent. These improvements lay the groundwork for a 2025 in which intelligent automation will become the standard for companies seeking to scale their communication and improve the customer experience.
More human voices and more natural communication in Rootlenses Voice
Robotic and monotonous voices generate distrust and can negatively impact the customer experience. Aware of this, we integrated Google TPS, giving us access to a catalog of more than 100 different voices in multiple accents, languages, and tones.
This update allows our clients to select voices that not only sound more human but also align with their brand identity. Now, it’s possible to train agents to incorporate natural pauses, vocal gestures, and subtle modulations like “okay, let me think.” These small details make all the difference, transforming a simple call into a fluid and pleasant conversation.
The impact of intelligent retries
A human agent who fails to reach a customer on the first attempt doesn’t give up; they schedule another call for later. Our virtual agents now do exactly the same, but in a much more strategic way. The intelligent retry feature has been optimized to dramatically increase contact rates.
The main innovation is that different phone numbers can now be configured for each call attempt. Instead of calling repeatedly from the same number, the second attempt can come from a different number, and the third from yet another. This strategy has a double benefit:
- Prevents spam blocking: Reduces the likelihood of numbers being flagged as unwanted by carriers.
- Increases the probability of an answer: Customers see calls from different numbers, which reduces the feeling of being spammed and increases the likelihood of answering.
In addition, we added the ability to manually adjust retry schedules. If an agent has a long call queue and the contact window is about to close, a user can move calls forward to ensure they are all processed. This eliminates bottlenecks and ensures no contact opportunity is lost.
Internal audits for superior call quality
To ensure every interaction is of the highest quality, we introduced an internal “auditor agent.” This agent works as a supervisor that monitors and evaluates each call based on the objectives defined by the user.
How does it work? The user can define evaluation criteria. For example:
- Rating 1 to 3: If the customer hangs up or says “I’m not interested.”
- Rating 4 to 6: If the customer shows some interest but no action is taken.
- Rating 7 to 10: If they schedule an appointment or request transfer to a human agent.
This audit system is complemented by a versioning feature that records every change made to an agent: who did it, when, and what was modified.
This traceability is essential for comparing the performance of different configurations (prompts) and understanding which chains of thought work best. If an agent’s performance changes, it’s easy to identify the cause and revert or adjust the change.
Cost optimization with latency models
Not all calls require the same processing power. A call to remind someone about an appointment is much simpler than a complex sales conversation. That’s why we implemented adjustable latency models. You can now select the type of AI engine depending on task complexity:
- Simple informational calls: A lower-latency AI model can be used, significantly reducing costs.
- Long and complex calls: A more powerful model (such as an advanced OpenAI version) can be chosen, which, though more expensive, ensures conversational fluency and coherence.
This flexibility allows companies to optimize their budget without sacrificing interaction quality.
What will Rootlenses Voice bring in 2026?
2026 is shaping up to be a year of consolidation, but we are already working on the innovations that will define the year. Our vision is to create a fully integrated, proactive, and intuitive communication ecosystem.
Warm call transfers
We will implement warm transfers. Before passing the call, the AI agent will send a conversation summary to the salesperson. This way, when the salesperson answers, they will already have all the necessary context. They can greet the customer by name and address their interest directly, creating a smooth and professional experience.
IVR and switchboard navigation
One of the biggest obstacles in outbound calling is bypassing large companies’ IVR systems. Our agents will be trained to navigate these switchboards, following instructions and selecting the necessary options to reach the right person. This will drastically increase success rates for calls directed at organizations with complex phone systems.
Rules system and proactive notifications
We are also developing an advanced rules and proactive notifications system. Users will receive automatic emails about the status of their campaigns (“This agent started its calls,” “X contacts did not answer”), eliminating the need to check the platform constantly. The rules system will allow the creation of custom workflows, such as “send me a report when the average call rating exceeds 8.”
The future is an intelligent conversation
The improvements we have implemented—and the ones coming next—demonstrate our commitment to AI that not only automates but also humanizes and optimizes. 2025 is the year Rootlenses voice agents stop being just a tool and become a true strategic ally for your business.
