Using AI in telephony business operations
As a lifetime Star Trek fan, I’m constantly imagining a world with no boundaries. In this world, technology has progressed to the point that humans harmoniously interact with creatures, computers, robots, and even holograms. Luckily, generations of computer programmers, hardware manufacturers, designers, and other innovators have been inspired by the same idea, and that vision is closer than ever to reality.
In the last few years, voice-enabled devices such as Alexa, Google Home, and Siri have been booming around the world. It’s no surprise — people are looking for technology that helps them with their daily lives.
Here at Over.ai, we thought: how can we utilize these experiences for businesses? What is unique about that space?
While conducting the research we found out some very interesting facts:
- Even though digital has been on the rise, the vast majority of customers choose to use their phone when talking to businesses and not the digital form of communication (website, app, messenger…)
- Businesses and organizations make a lot of outgoing calls! Though thoughts of telemarketers sitting in cramped call centers trying to scam your grandma may come to mind, that’s really only a small piece of the pie. In fact, the majority of calls businesses make are fact-checking, confirmations, etc…
The team at Over.ai has been working on AI for telephony use cases for the last couple of years. In fact, our first experiment was very much like Google demonstrated in their last Google I/O (google duplex) and this is what it sounded like almost 2 years ago:
We decided not to go the consumer route with Omega, but what I like about that experiment is:
- That it worked!
- The restaurant host was unaware that they’re speaking to an AI-powered bot
For example, on the TV show Silicon Valley, there’s an episode where the AI robot falls in love with the Pied Piper CEO and escapes her master to run to him while he’s ordering a taxi.
When he asked – didn’t you find anything odd about driving a robot?
The taxi driver answers, “if the credit cards work, I don’t care.”
We got the same answer from the restaurant host when we called to cancel our reservation and took the opportunity to ask her: didn’t she feel that something was wrong?
She responded, “it’s my job to book tables, I don’t care who’s calling…”
Our platform enables developers to create these types of cool experiences in all types of situations, from restaurants to law offices to call centers.
Lastly – I wanted to share with you our version of the Google Duplex demo sample project for your enjoyment.
The end result should sound something like this:
I can’t wait to see your cool AI experiences!
— Yossi Marouani, CTO