Multimodal Voice + Screen
By 2027, 40% of generative AI solutions will be multimodal — up from 1% in 2023. In the contact center, this means voice AI that simultaneously talks, pushes content to screens, accepts documents, and generates follow-up summaries. Forrester and Gartner both flag 2026 as the breakthrough year for multi-agent systems coordinating across channels.
The Multi-Channel Convergence
Voice is no longer operating in isolation. By 2027, Gartner projects that nearly 40% of generative AI solutions will be multimodal — integrating voice with visual, text, and data inputs — up from just 1% in 2023. [8]
Multimodal GenAI Adoption in Enterprise
2023
2024
2025
2026
Breakthrough
2027
% of GenAI solutions that are multimodal · Hard data: 1% (2023), 40% (2027) · Sources: [8, 64]
In the contact center context, this means voice AI systems that can simultaneously:
- Conduct a voice conversation
- Push relevant content to a customer's app or browser in real time (forms, status trackers, product images)
- Receive document uploads or photo submissions through the digital channel while voice continues
- Generate follow-up SMS or email summaries after the voice interaction ends
The use cases this enables — FNOL with guided photo capture, complex insurance claims with document upload, healthcare scheduling with EHR integration, returns with real-time label delivery — are already technically feasible and will move into broad production during 2026–2027.
Forrester and Gartner both identify 2026 as a breakthrough year for multi-agent systems, where specialized AI agents — voice, digital, data — will collaborate to complete complex customer workflows that no single agent could handle alone. [8, 64]