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Back in 2018, Google’s CEO, Sundar Pichai, demoed the Google Duplex assistant at the company’s developer conference. The assistant reproduced realistically and Complete with nuanced human speech patterns “ums” and “ahhs”) as it made an appointment for a haircut and Booked a table at a restaurant and conversed fluently with a person.
The audience was elated at the achievement and roared in applause. However, the Twittersphere was more enthusiastic. and Beyond this, observers were quick and curious to question the information they were hearing.
In the end, the whole episode wasn’t great PR for artificial intelligence or for sophisticated voice technology. But that’s unfortunate because the truth of It is as simple as that voice AI Has tremendous potential potential to empower consumers and deliver value to the businesses that deploy it — provided there is a clear understanding of Its purpose and of Its limitations.
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Voice AI Wild.
One of The best example is food ordering.
Sky-high inflation has driven restaurant owners to increase their costs, while labor shortages have left them unable to meet customer demand. slow to abate post–lockdown). Some smaller restaurants allow the phone to ring while others are forced to. keep drive-through customers waitingIt can lead to frustration.
So they’re turning to voice Technology is increasing in number to fill the void.
It makes perfect sense. As long as you keep the voice technology is sophisticated enough — and You may be surprised how smart it is right now — having voice AI Give an order so employees can get on with their important work of Making delicious food and We want to ensure that dine-in customers have an amazing experience.
In this scenario, no one is deceived — this kind of voice AI tends to declare its nonhuman status if it isn’t already obvious. Customers are happy and Professionals in the service industry are supported and not undermined.
Service is what matters, not the number of servants
How about this idea: Instead of each of We each have our own humanoid Jeeves What if different brands were involved? and Businesses had their own assistants, which formed a wide ecosystem of voice helpers? Businesses could then assert their brand identity. and Customers can build relationships one-on-one with each other without the need for an intermediary. Customers could also deal directly with them. voice AI This is the real deal Learn more The products or services that the company has to offer rather than an Alexa-style assistant who tries to navigate its way.
Restaurant voice Assistants can learn the menu by for example. They can learn their favorite combinations and make changes. and They are able to make suggestions and upsell. Why couldn’t that be replicated throughout the rest of What about hospitality, retail, and professional services? The answer is “Yes, it could.” and it’s starting to happen.
Instead of thinking about the creation of Sentient AI Serving servants, it’s time to start thinking of voice As functional tools, assistants can be used to reorient us. You can find the “real world,” Most of us don’t have servants or envoys to negotiate for us — but we do rely on knowledgeable, pleasant and Effective frontline staff. It is better to replicate existing systems than try-to-kill ones.
I believe that’s what we’ll start to do, and The experiences of Brands and Customers will see the benefits for both themselves and their customers. and It’s because it works of it.
Importantly, this isn’t about replacing staff with an army of voice assistants. It’s about giving employees the time and Space they need to be able to concentrate on the most important tasks, streamlining inefficient ordering systems and streamlining tedious processes and Businesses grow their sales. And it’s also about enabling us as customers to step away from screens and Order devices in the most natural way and human way we know how — with our voices.
Zubin Irani is a CRO of SoundHound.
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