Research Methodology
This research draws on 359 in-depth interviews with business leaders representing a wide mix of roles, industries, and company sizes.
Respondents included business professionals across healthcare, manufacturing, retail and ecommerce, financial services, transportation, and legal.
All participants were selected for their direct involvement in decisions about AI, software, and technology purchases, and all represent organizations that regard voice as an important or primary business channel and are considering, evaluating, or actively deploying agentic voice AI. Company sizes ranged from small businesses to large enterprises.
All interviews were conducted using G2 Interviews, an agentic voice AI platform, which carried out over 86 hours of one-on-one conversation over the course of this study.
Respondents were interviewed on adoption maturity and rollout of agentic voice AI, the role voice plays as a channel and as a source of truth, channel preference in high-stakes customer interactions, brand risk and the conditions for trust, autonomy boundaries and human escalation design, and returns and future investment.
The analysis of 359 interview transcripts was conducted using AI for semantic understanding, with multi-iteration validation and cross-verification to ensure analysis quality.
Reported percentages are recomputed directly from the coded interview data, and each transcript was independently reviewed by G2's AI Custom Research team to inform narrative, context, and clarity. Bases vary by question because the interview flow branched for current users and non-users.
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