Voice AI technology is rapidly evolving, promising to transform enterprise operations from customer service to internal communications.
In the last few weeks, OpenAI has launched new tools to simplify the creation of AI voice assistants and expanded its Advanced Voice Mode to more paying customers. Microsoft has updated its Copilot AI with enhanced voice capabilities and reasoning features, while Meta has introduced voice AI to its messaging apps.
According to IBM Distinguished Engineer Chris Hay, these advances “could change how businesses talk to customers.”
AI speech for customer service
Hay envisions a dramatic shift in how businesses of all sizes engage with their customers and manage operations. He says the democratization of AI-powered communication tools could create unprecedented opportunities for small businesses to compete with larger enterprises.
“We’re entering the era of AI contact centers,” says Hay. “Every mom-and-pop shop can have the same level of customer service as an enterprise. That’s incredible.”
Hay says the key is the development of real-time APIs that allow for extremely low-latency communication between humans and AI. This enables the kind of back-and-forth exchanges that people expect in everyday conversation.
“To have a natural language speech conversation, the latency of the models needs to be around 200 milliseconds,” Hay notes. “I don’t want to wait three seconds… I need to get a response quickly.”
AI voices get personal, literally
The major tech companies are racing to enhance their AI assistants’ personalities and capabilities. Meta’s approach involves introducing celebrity voices for its AI assistant across its messaging platforms. Users can choose AI-generated voices based on stars like Awkwafina and Judi Dench.
However, along with the promise comes potential risks. Hay acknowledges that the technology could be a boon for scammers and fraudsters if it falls into the wrong hands.
“You are going to see a new generation of scammers within the next six months who have got authentic-sounding voices that sound like those podcast hosts you heard, with inflection and emotion in their voice,” he warns. “Models that are there to get money out of people, essentially.”
Future of AI voice technology
Hay remains optimistic about the technology’s potential. He points out that voice AI could significantly improve accessibility, allowing people to interact with businesses and government services in their native language.
“Think of things like benefit applications, right? And you get all these confusing documents. Think of the ability to be able to call up [your benefits provider] and it’s in your native language, and then being able to translate things—really complex documents—into a simpler language that you’re more likely to understand.”
Conclusion
The future of AI voice technology is promising, with advancements in real-time APIs and celebrity voices. However, it also raises potential risks, such as scams and fraud. As the technology continues to evolve, it is essential to prioritize ethics and ensure that it is used responsibly.
FAQs
Q: What is the potential impact of AI voice technology on customer service?
A: According to Chris Hay, AI voice technology could change how businesses talk to customers, creating unprecedented opportunities for small businesses to compete with larger enterprises.
Q: How can businesses ensure the responsible use of AI voice technology?
A: Businesses must prioritize ethics and ensure that AI voice technology is used responsibly, with measures such as verifying identities and implementing fraud detection.
Q: What are the potential risks associated with AI voice technology?
A: The potential risks include scams and fraud, as AI-generated voices can be used to impersonate individuals or organizations, potentially leading to financial loss or identity theft.
Q: How can individuals protect themselves from potential risks associated with AI voice technology?
A: Individuals can take measures such as verifying the authenticity of AI-generated voices and being cautious when interacting with unfamiliar voices or websites.
Q: What is the future of AI voice technology?
A: According to Chris Hay, the future of AI voice technology is promising, with advancements in real-time APIs and celebrity voices. However, it also raises potential risks, such as scams and fraud.
