Every wave of customer-facing technology arrives with the same promise: this time the balance of power shifts toward the customer. As we discussed in our recent CRMKonvo with Dan Miller , founder and analyst emeritus of Opus Research , voice AI is making that promise again, and this time both sides of the counter are armed. The more interesting questions are where the customer's weapon is kept, who pays its rent, and who gets to whisper to it while it works. TL;DR If you want to watch the full CRMKonvo, please go ahead here (optimized for smartphones) or here (optimized for tablets/computers). Else, be my guest and continue to read. Or do both … Automated Voice Was Never Built for You Dan has watched this market almost from its beginning, and he is blunt about its origin. Automated voice entered the contact center " almost entirely for cost savings ". Everything after that was repair work: better speech recognition, task-specific tuning for finance and travel, and...
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