Does the Rise of Bots Sound the Death Knell for Voice? – TechNative - 0 views
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Cécile Christodoulou on 29 Mar 19"If voicebots provide value, then consumers will not hesitate to use them. [...] But convenience isn't one-sided. It has to be equally convenient for the business and for the consumer. And there are many underlying social, moral and legal implications to consider as this technology matures in support of that balance. How do you ensure a voicebot behaves ethically? How do you prevent inflection and sentiment analysis being deployed to manipulate people during a bot conversation? What do bots do with the information consumers provide? Will they remember credit card numbers? Where does information go? How is it stored? Who and what else can access it? There are severe privacy implications too. In Europe, for example, voicebots must comply with the General Data Protection Regulation (which came into force last year)." [...] "And businesses deploying voicebots also had better be prepared for the hefty weight of user expectation. As humans, we are biologically wired to recognize voices and instinctively recall what we can do with the associated persona. " [...] "Even though voicebots are soon going to be everywhere, we are not going to be comfortable talking to them all the time. They will have utility, and they will be more convenient for quick queries and simple tasks. But, being able to talk with a real person about messy human matters has value that a bot can never be trained to manage completely and infallibly. "