The voice that surpasses GenAI Divide

Why Voice Automation is Bridging the GenAI Divide?

Recently, MIT researchers introduced the concept of the "GenAI Divide", revealing that 95% of generative artificial intelligence pilots do not deliver real return (MIT report: 95% of generative AI pilots at companies are failing). This highlights a growing gap between companies that achieve tangible results and those that remain stuck in proof-of-concept experiments without impact.

The problem is not a lack of investment or models, but rather that most implementations fail to integrate or learn. They are impressive demos that do not affect the real processes of organizations. Voice automation stands out as an exception, already proving to be crucial in transforming critical processes within companies.

The Uncomfortable Statistic

95% of GenAI pilots do not generate real return, a figure that reveals that while models work on individual tasks, true business transformation is another challenge. Most projects remain as tech showcases, disconnected from actual operations and require companies to change their way of working. Meanwhile, "shadow AI" is flourishing: employees automating tasks outside official systems because it works and is flexible.

Where It Works: Voice

Voice automation is not science fiction. Cases such as operations management, assistance in multiple languages, or first-level support are generating tangible value in organizations. The other area of success is in back-office and operations, where automation reduces dependency on BPOs and eliminates repetitive processes, driving efficiency and real results.

Integration Makes the Difference

The lack of integration is the main cause of failure. It's not enough to launch a tool and expect results; the key is to integrate AI into existing workflows. Failed projects require the company to adapt to the tool, while successful implementations enhance what already works.

Time as a Deciding Variable

Large companies take months to move from trial to production, diluting energy in the process. Successful cases deploy quickly, generating results almost immediately, which builds trust and allows for rapid adjustments to daily reality.

Build Outside, Not Inside

Projects developed externally have twice the chance of success than internal ones. It’s not about having in-house talent, but rather partnering with experts that allow the organization to focus on its business. Here lies the difference between the obsession with “building” and the intelligence of “buying well.”

Beyond the Divide

The MIT report is not an epitaph for GenAI, but a map of warnings. It tells us what to avoid and where to find the true opportunities:

• Most pilots fail because they do not learn or integrate.

• The strongest ROI is found in back-office and operations, not in marketing.

• Successful cases share memory, integration, and speed.

• Voice, as a channel, is confirmed as one of the most fertile grounds.

Crossing the GenAI Divide are not the most spectacular projects, but those that embed into real processes and generate value from day one. The future of AI will not be decided in demos, but in the invisible flows that sustain companies: in the voice that answers a routine call or in the system that eliminates an unnecessary process. That is where the true transformation is taking place.