AI-powered voice calls are reshaping how telecom operators measure and deliver voice quality, according to a keynote delivered by Ookla at Mobile World Congress (MWC) 2026 in Barcelona. Mark Giles, Director of Industry Research and Analysis at Ookla, presented an updated evaluation framework under the session titled “Experience-Driven Core Voice Network with Ookla RootMetrics” on March 19, 2026.
Three Forces Driving Voice Service Evolution
Giles stated that voice services are evolving across three key areas. New user groups, including live broadcasters and digital avatars, are emerging as distinct segments. Meanwhile, smart devices such as AI assistants and AI-enabled glasses are gaining wider adoption. Furthermore, new user behaviors — including AI applications and remote interactions — are expanding the scope of voice experience requirements.
Ookla Expands Framework to Include AI-Powered Voice Calls
Giles stated that existing voice evaluation standards must adapt to account for artificial intelligence integration. Beyond traditional Quality of Experience (QoE), Quality of Service (QoS), and coverage metrics, Ookla’s updated framework now incorporates three new dimensions. These are: AI-based immersive experience, AI-based interactive experience, and a Quality of Intelligence (QoI) index.
The QoI index measures factors such as AI model accuracy, response speed, and service inclusivity. The AI immersive experience dimension evaluates elements including Mean Opinion Score (MOS) for AI-based noise reduction. The AI interactive experience dimension assesses aspects such as real-time translation accuracy. Ookla said this expanded framework provides a more structured approach to guide operators in delivering advanced voice services.
Philippines Field Study Reveals VoLTE Gaps
Giles also discussed a voice assessment project conducted in the Philippines using Ookla’s RootMetrics drive-testing tool, Speedtest Drive. The study covered 1,200 km and collected 23,000 data samples across Manila. Ookla described it as the first systematic and comprehensive review of voice service experience in the country.
Results showed that operator-provided VoLTE services significantly outperformed over-the-top (OTT) streaming services on metrics including MOS, call rejection, and call drops. Ookla noted that OTT voice services share bandwidth with general internet traffic, making them more vulnerable to network congestion. During peak data usage periods, OTT calls can be throttled or interrupted. However, the data also revealed that the overall VoLTE connection rate in the Philippines stands at only 31%, a figure Ookla described as notably low.
Outlook: Continued AI Voice Assessments Across Markets
To improve voice experience, replace legacy 3G networks, and adopt AI-driven advancements, the Philippines must further strengthen its telecommunications infrastructure, according to Giles. Ookla said it will continue evaluating AI-enhanced voice services in markets such as the Philippines going forward. The full report is available for download on Ookla’s official website.
“Voice service evaluation standards must adapt to include artificial intelligence, covering immersive experience, interactive experience, and a Quality of Intelligence index.”
Mark Giles, Director of Industry Research and Analysis, Ookla
Ookla’s RootMetrics platform is used to assess telecom operator voice experience across regions including Asia-Pacific, the Middle East, and Latin America. The company said its goal is to help operators improve voice networks through experience-based evaluation, ultimately raising user satisfaction levels.