> Most people working in hair salons or restaurants are very busy with customers and don’t want to handle these calls, so I think the reverse of this duplex system, a more natural voice booking system for small businesses would help the immensely free up their workers to focus on customers.
I think this perspective is very short sighted. You will lose customers to automation, but businesses wont turn away customers because of automation.
Customers and prospects don't want to interact with machines, but businesses should be willing to give customers what they want.
The idea that a tool can be rolled out to millions of consumers, even with limited use cases and not have to get adoption from businesses to be useful is IMHO a much bigger opportunity and much better use case than rolling out a tool to businesses that make the interaction less personal.
Customers need to trust businesses, business only need to collect money from customers.
I think everyone who focuses on chatbots from the business use case perspective is missing the bigger opportunity.
A technology that can give a consumer access to ALL businesses, not just the ones who adopt a new technology offers much more utility than serving businesses or the shortsighted use cases like saving time and money for the business.
Thats partially my point. Everyone is thinking about the business case for cost saving around automation for businesses, but that lacks imagination. Automation tools for consumers to interact with humans at businesses is where the real opportunity lies.
Would you ever voluntarily use an IVR? I wouldn't. If I am going to interact with automation for a business, I want to do it with a different interface than voice... all the hype around NLP and chatbots was uninspired and focused on the wrong side of the interaction...
Building conversational interfaces for consumers to use to interact with businesses is a much better use case.
I think this perspective is very short sighted. You will lose customers to automation, but businesses wont turn away customers because of automation.
Customers and prospects don't want to interact with machines, but businesses should be willing to give customers what they want.
The idea that a tool can be rolled out to millions of consumers, even with limited use cases and not have to get adoption from businesses to be useful is IMHO a much bigger opportunity and much better use case than rolling out a tool to businesses that make the interaction less personal.
Customers need to trust businesses, business only need to collect money from customers.
I think everyone who focuses on chatbots from the business use case perspective is missing the bigger opportunity.
A technology that can give a consumer access to ALL businesses, not just the ones who adopt a new technology offers much more utility than serving businesses or the shortsighted use cases like saving time and money for the business.