The purpose, potential and pitfalls of customer-facing voice AI

Back in 2018, Google CEO Sundar Pichai, Google has shown off the Duplex assistant at the company’s developer conference. The assistant imitated realistic and nuanced human speech patterns (complete with “ums” and “ahhs”) when booking a restaurant table while making a haircut appointment and having a fluent conversation with a real person.

Although the audience greeted the achievement with rapturous applause, observers in the Twittersphere and beyond were quick to question what they were hearing.

Some of them called the likeness “scary”. and felt like others deception was in the game — completely unaware that they are talking to a human, a bot, on the other end of the line.

Ultimately, the whole episode wasn’t great PR for AI or sophisticated sound technology. But that’s unfortunate, because the truth of the matter is that voice AI has great potential to empower consumers and bring value to businesses that implement it—provided there’s a clear understanding of its purpose and limitations.

Voice AI in nature

One of the best examples is food ordering.

High inflation raises costs for restaurant owners, while labor shortages make it difficult for them to meet customer demand (which slow to slow down post–locking). Some small restaurants allow the phone to ring, and some even have to go through customers is waitingcauses frustration.

So, increasing numbers are turning to voice technology to bridge the gap.

It makes perfect sense. As long as the sound technology is quite complex – and you might be surprised How smart this currently – owner voice AI Taking orders allows staff to do the important work of preparing delicious food and ensuring that diners have a great experience.

No one is fooled in this scenario – this kind of voice tends to announce AI’s non-human status if it isn’t already obvious. Customers are happy and service industry professionals are supported, not harmed.

Good service, not waiters

How about this idea: Rather than each of us having our own personal humanoid Jeeves (As in the Google Duplex scenario), what if different brands and businesses had their own assistants, forming a vast ecosystem of voice assistants? In this way, businesses could assert their brand identity and build one-on-one relationships with their customers without intermediaries. Customers, in turn, could really engage with voice AI knows goods or services offered by the company rather than an Alexa-type assistant trying to stomp its way.

For example, a restaurant’s voice assistants familiarize themselves with the menu. They learn favorite combinations; they can make changes and suggestions; they learn to sell. Why couldn’t it be repeated throughout the rest of the hospitality or retailor even professional services? The answer is: It can, and it’s starting to happen.

Rather than thinking about creating sentient AI servants, we should start thinking about voice assistants as functional tools that we can direct in this way. In the ‘real world’, most of us don’t have servants or messengers to negotiate for us – but we do rely on knowledgeable, pleasant and efficient front-line staff. Why don’t we replicate working systems rather than obsolete systems?

I believe that we will start to do this, and because of this, the experiences of both brands and customers will be brighter and more productive.

The main thing is that this is not about replacing the staff with an army voice assistants. It’s about giving employees the time and space they need to focus on critical tasks, simplifying cumbersome ordering systems, and helping businesses increase sales. And it’s about giving us as customers the ability to move away from screens and devices and order in the most natural and human way we know how – with our voice.

Zubin Irani is the CRO of SoundHound.