语音作为下一个大界面的理论获得了强劲的势头，投资者向语音AI创业企业注资数十亿美元，致力于从模型制造者到企业客户服务供应商，以及从会见便条接收者到AI动力拼写等领域。
每周都会有一个新的模型或工具发布，声称可以将人声和反转声像一个。 然而，实际上，情况可能并非如此。 企业语音AI平台 PolyAI 的 CTO Shawn 温认为，尽管释放了完全的双面模型——这些模型既能说话又能听你的——语音AI还没有"ChatGPT瞬间".
“我们已经达到发展全方位模型的里程碑。 下一个挑战是让推理非常迅速，让模型能够迅速得到答案，让对话变得自然，”他上个月在HumanX会议上告诉我
他还认为，客户服务中的AI agents不应该发出机器人的声音，应该给予打电话者足够的信心，让他们能够解决问题。
“我认为下一阶段会稍有不同，因为一旦声音足够好
Alex Gay, CMO为会见记事员Otter，观察演讲者的身份，意图捕捉，和输入组织知识，是促成自动化的关键步骤。 公司还致力于数字双胞胎可能代表人们参加会议。 对于这个技术来说，称是最重要的，输出的声音会发出同样的情绪表达
“如果你想到你现在正在参加的会议，最好的对话就是可以进行辩论和战略讨论的地方，当你觉得有关系支持这种对话时。 盖伊指出
语音AI的理解和透明度
虽然语音AI模型已有改进，AI助手往往不了解用户
文认为ASR(自动语音识别)模型经常错过重要的关键词，这在捕捉整个上下文时造成了一个问题。
Otter's Gay同意这一点，并补充说，该公司一直在努力改进文字记录。 他还认为，语言是语音模型需要改进的一个领域。
“对于奥特尔来说，抄本从来不是终点。 这只是一层，我们可以开始驱动一些生产力增长的背后。 但是，如果你的原始记录没有你所需要的准确性，那么所有你已经变得有缺陷的后续行动。 开始采取行动的那一刻，那是错误的。 你失去了对平台的信任。 称先生指出
有了新的语音工具，还有一个透明度问题。 工具应向客户声明正在录制或与AI交谈。 Otter 称想让大家相信正在开会的人，所以即使对于一个没有机器人在场的会议，它也想尝试一些方法，比如通知在聊天中的每个人会议正在录音。 PolyAI的称也认为
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The theory of voice being the next big interface has picked up strong momentum, with investors pouring billions of dollars into voice AI startups working on areas ranging from model makers to enterprise customer service providers, and from meeting note-takers to AI-powered dictation.
Every week there is a new model or a tool release that claims to sound human and converse like one. However, in reality, that might not be the case. Enterprise voice AI platform PolyAI’s CTO Shawn Wen thinks that despite the release of full-duplex models — which can speak while listening to you — voice AI doesn’t have its “ChatGPT moment” yet.
“We have reached the milestone of developing full-duplex models. The next challenge is to make reasoning very fast, so that the models can fetch answers quickly and the conversation feels natural,” he told me on stage at the HumanX conference last month.
He also said that AI agents in customer service should not sound robotic and should give callers enough confidence that they can solve problems.
“I think the next stage will be slightly different because once the voice is good enough, like, and the customer is willing to engage with them for the first two or three turns, they start to build confidence, and over time, they will feel like I probably don’t have to talk to a human if the agent can solve my problem,” he said.
Alex Gay, CMO for meeting notetaker Otter, opined that speaker identification, intent capture, and typing that up with organizational knowledge is a key step for enabling automation. The company is also working on digital twins that might represent people in meetings. For that technology, he said it’s paramount that the output voice gives the same emotive expressions of talking to a human in a meeting.
“If you think about the meetings that you’re in right now, the best conversations that you have are where you can have debate, and strategic discussions, and when you feel like there’s a relationship that underpins it. If you aren’t able to have that with an avatar, then it’s just a q and a chatbot,” Gay noted.
Voice AI’s understanding and transparency
While voice AI models have improved, AI assistants often don’t understand users, or your meeting notetaker shows the wrong transcript or a summary.
Wen thinks that ASR (Automatic Speech Recognition) models often miss important keywords, and that creates an issue in capturing the whole context.
Otter’s Gay agreed with this, adding that the company keeps working on improving transcription. He also said that language is one area where voice models need to improve.
“For Otter, you know, transcription was never the end point. It was just the layer that we could start to drive some of the productivity gains on the back of. But if your original transcription didn’t have the accuracy that you needed, all the follow-up actions that you have become flawed. And the minute that starts to take action, that is wrong. You lose trust in the platform. It is critical for us to continue to improve that ASR model because all of the downstream impacts are significant,” he said.
With the new voice tools, there is also a question of transparency. Tools should declare to customers that they are being recorded or talking to AI. Otter said that it wants to instill trust in people who are in a meeting, so even for a meeting where the bot is not present, it wants to try methods like notifying everyone in the chat that the meeting is being recorded. PolyAI’s Wen also said that it’s important to establish that people are talking to an AI in enterprise calls.
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