"Voice AI technology has been around for years. But clunky voices, awkward pauses, and problems with accuracy have been roadblocks to widespread adoption."
"Twilio CEO Khozema Shipchandler said that internal research shows customers would prefer to interact with voice AI as opposed to humans - especially in healthcare. That's because customers feel there's an "asymmetry in knowledge between the two sides" when it comes to human agents, and weird interactions disappear with virtual voice agents, Shipchandler said."
Voice AI technology has been around for years but faced adoption barriers due to clunky voices, awkward pauses, and accuracy problems. Recent technical improvements and more startups entering the field are resolving many of those issues and making voice interactions more viable. Executives from Twilio and Zoom noted these advances at a major industry conference. Internal research at Twilio indicates customers often prefer interacting with voice AI rather than humans, particularly in healthcare. Customers perceive a knowledge asymmetry with human agents, and virtual voice agents eliminate many of the awkward or weird interactions that occur with humans. These trends point toward wider adoption of voice AI in customer-facing roles.
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