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Purpose, potential and pitfalls of customer-facing voice AI
VentureBeat November 20, 2022
Back in 2018, Google’s CEO, Sundar Pichai, demoed the Google Duplex assistant at the company’s developer conference. The assistant mimicked realistic and nuanced human speech patterns (complete with “ums” and “ahhs”) as it made an appointment for a haircut and booked a table at a restaurant while in fluent conversation with a real person.
Although the audience erupted in rapturous applause at the achievement, in the Twittersphere and beyond, observers were quick to question what they were hearing.
Some called the likeness “scary,” and others felt like a deception was at play — with the human on the other end of the line completely unaware that they were speaking with a bot.
In the end, the whole episode...
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