Smarter devices to transform customer service
CALIFORNIA, UNITED STATES — The customer service landscape is expected to change significantly as AI-powered devices enable more natural conversations between consumers and brands.
Startups are developing smart assistants, and wearables focused on customer support features.
OpenAI CEO Sam Altman and former Apple designer Jony Ive are reportedly exploring a new AI-powered hardware device, with SoftBank CEO Masayoshi Son potentially investing over $1 billion in the venture. However, details remain unclear on the specifics of the device.
According to The New York Times, the venture aims to create a device better suited for natural conversational AI interactions than current smartphones. Altman has invested in and advised other startups like Humane, working on AI wearables and assistants.
Industry experts say new AI devices like smart glasses could enable more seamless ambient computing and move beyond the limitations of smartphones. But key challenges include finding the right form factor, use cases, and business models.
Major tech firms like Google, Amazon, Meta, and Microsoft are all working on AI assistants and hardware to compete in this space. So the market is getting crowded.
On the hardware side, OpenAI is also exploring making its own AI chips to reduce reliance on Nvidia and have more control over capabilities.
While an AI-focused consumer device holds promise, the success of these AI-enabled assistants depends on the seamless integration of company services with these devices.
While many brands are currently enhancing their operations using AI, the emerging trend highlights a future where brands prioritize making data directly accessible to customers via AI devices, marking a pivotal advancement in improving customer experience.
