Purpose, potential and pitfalls of customer-facing voice AI
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In 2018, Google CEO Sundar Pichai demonstrated the Google Assistant Duplex at the company's developer conference. The assistant mimicked realistic and nuanced human speech patterns (complete with "ums" and "ahhs") by making an appointment for a haircut and reserving a table at a restaurant while conversing fluently with a real person.
Though the audience erupted in enthusiastic applause for the feat, in the Twitter sphere and beyond, observers were quick to question what they were hearing.
Some called the resemblance "frightening", and others felt it was a deception; the human on the other end of the line was completely unaware that he was speaking with a bot.
Ultimately, the whole episode wasn't great communication for artificial intelligence or fancy voice technology. But that's unfortunate, because the truth is that voice AI has enormous potential to empower consumers and bring value to the companies that deploy it, provided there is a clear understanding of its purpose and its implications. limits.
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Register now Voice AI in the WildOne of the best examples is ordering food.
Skyrocket inflation has driven up costs for restaurateurs, while labor shortages have left them struggling to keep up with customer demand (which has been slow to subside after the lockdown) . Some smaller restaurants left the phone ringing, while some larger ones even had to keep drive-thru customers waiting, leading to frustration.
So they are increasingly turning to voice technology to take over.
It makes perfect sense. As long as voice technology is sophisticated enough – and you might be surprised how smart it is right now – having voice AI take an order allows employees to continue the important work of preparing tasty and to ensure that customers at the restaurant have a good experience.
In this scenario, no one is fooled - this type of voice AI tends to declare their non-human status if it's not already obvious. Customers are satisfied and service industry professionals are supported, not undermined.
Good service, no servantsSo how about this idea: rather than each of us having our own personal humanoid
Check out the on-demand sessions from the Low-Code/No-Code Summit to learn how to successfully innovate and gain efficiencies by improving and scaling citizen developers. Watch now.
In 2018, Google CEO Sundar Pichai demonstrated the Google Assistant Duplex at the company's developer conference. The assistant mimicked realistic and nuanced human speech patterns (complete with "ums" and "ahhs") by making an appointment for a haircut and reserving a table at a restaurant while conversing fluently with a real person.
Though the audience erupted in enthusiastic applause for the feat, in the Twitter sphere and beyond, observers were quick to question what they were hearing.
Some called the resemblance "frightening", and others felt it was a deception; the human on the other end of the line was completely unaware that he was speaking with a bot.
Ultimately, the whole episode wasn't great communication for artificial intelligence or fancy voice technology. But that's unfortunate, because the truth is that voice AI has enormous potential to empower consumers and bring value to the companies that deploy it, provided there is a clear understanding of its purpose and its implications. limits.
EventSmart Security Summit
Learn about the essential role of AI and ML in cybersecurity and industry-specific case studies on December 8. Sign up for your free pass today.
Register now Voice AI in the WildOne of the best examples is ordering food.
Skyrocket inflation has driven up costs for restaurateurs, while labor shortages have left them struggling to keep up with customer demand (which has been slow to subside after the lockdown) . Some smaller restaurants left the phone ringing, while some larger ones even had to keep drive-thru customers waiting, leading to frustration.
So they are increasingly turning to voice technology to take over.
It makes perfect sense. As long as voice technology is sophisticated enough – and you might be surprised how smart it is right now – having voice AI take an order allows employees to continue the important work of preparing tasty and to ensure that customers at the restaurant have a good experience.
In this scenario, no one is fooled - this type of voice AI tends to declare their non-human status if it's not already obvious. Customers are satisfied and service industry professionals are supported, not undermined.
Good service, no servantsSo how about this idea: rather than each of us having our own personal humanoid
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