Pete Hanlon, Chief Technology Officer at Moneypenny, shares his perspective on the future of AI voice technology, why speech-to-speech models are a step change for customer experience, and how businesses can use AI without compromising trust, quality or brand identity.
AI is moving beyond words, speech-to-speech models understand tone, emotion and context, not just text
Better technology should mean better experiences, not lower standards or more robotic conversations
Voice is brand-critical, how AI sounds shapes trust, credibility and perception
The future is balanced, AI where it adds speed and scale, people where judgement and empathy matter
Q: What’s exciting you most in AI right now?
What’s really exciting me is the move from speech-to-text to true speech-to-speech models. For a long time, AI has focused on transcribing words, but that misses so much of what makes a conversation meaningful. Tone, pace, emotion, pauses, even what’s happening in the background all of that carries context. Being able to process audio directly is a huge step forward.
Q: Why is that such a big leap from speech-to-text?
With speech-to-text, you might see the word “yes,” but you don’t know if that yes was confident, hesitant, stressed or rushed. Humans instinctively pick up on those signals. Speech-to-speech models allow AI to do the same, which leads to far more natural and responsive interactions.
Q: How does this change customer conversations in practice?
It makes them flow better. Conversations feel less scripted and less robotic because the AI has a better sense of what’s actually happening in the moment. That means smoother handovers, fewer awkward exchanges, and a much more human experience overall.
Q: How is Moneypenny investing in this area?
We’ve already developed patent-pending technology for validating conversation flows in real time, so we can let AI handle interactions confidently while making sure things stay on track at scale. That foundation matters before you start layering in new capabilities. One particularly exciting area is real-time language translation; being able to support global conversations while still preserving tone and intent, not just literal meaning.
Q: Are there risks as AI becomes more capable?
Absolutely. One of the biggest risks is businesses settling for a lower standard of customer experience because AI can be cheaper. Over time, people get used to the technology and start accepting interactions that are functional, but not particularly good. That’s a dangerous place to be. When AI is operating at scale and handling real customer journeys, verification and escalation become non-negotiable.
Q: Where does AI work best and where doesn’t it?
AI is excellent for transactional, factual calls where speed and accuracy matter. But it’s not a replacement for human empathy or judgement. If AI is used in the wrong moments, it can flatten conversations and even devalue a brand. The key is knowing where it adds value and where people still matter most. That’s why seamless escalation to real people is designed into our AI Answering Service, rather than treated as a fallback.
Q: Why does voice matter so much in AI-led conversations?
Voice carries identity. Accent, tone and personality all shape how a customer feels about an interaction, often within seconds. As AI becomes a more visible part of customer communication, those choices become incredibly important. How you sound is part of your brand.
Q: How is Moneypenny helping businesses think about that?
At Moneypenny, we allow businesses the ability to explore and choose AI voices that genuinely reflect their brand, whether that’s warm and reassuring, professional and polished, or something more distinctive. It’s about being intentional, not defaulting to whatever voice happens to be there. It also gives businesses greater control over how their AI shows up for customers, rather than relying on generic, third-party defaults.
Q: Looking ahead, what should leaders be thinking about when it comes to AI voice?
They should be thinking about quality, trust and long-term impact. The future is about using AI in a way that raises the standard of customer experience rather than lowering it.
Moneypenny AI Receptionist helps businesses make sure every call is answered, every time.
Designed to work alongside Moneypenny’s people, it handles inbound calls naturally and professionally, capturing key details and routing callers to the right place. It’s ideal for busy periods, out-of-hours cover or when call volumes suddenly spike – ensuring callers are never met with silence or long waits.
Built with care, clarity and trust at its core, Moneypenny AI voice reflects your brand’s tone while delivering a calm, friendly and reassuring experience for callers. As AI plays a bigger role in customer conversations, it helps businesses use automation in a way that still feels human, thoughtful and unmistakably on-brand.
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