Jon Arnold’s fifth installment of “State of the Speech and Voice Recognition Market” had one message for Enterprise Connect 2022 attendees: Conversational AI is a game-changer in customer engagement, for better and for worse.
Arnold kicked off his “Where Speech Tech Is Today—and Where It’s Heading session by explaining why enterprises are riding the evolutionary wave from chatbots to virtual assistants to conversational AI.
Arnold’s upshot was when it comes to speech recognition technologies, “AI brings all kinds of new things…it’s a happening space…it isn’t going away, and it shouldn’t be.” He set up a contrast between chatbots and conversational AI-powered virtual assistants; chatbots are transactional, close-ended, structured, algorithmic, and replicate pre-existing conversations while virtual assistants are conversational, open-ended, and unstructured.
