Most people are hesitant to use artificial intelligence for phone calls and emails, according to a recent survey. Increasingly, A.I is being used for everyday tasks like scheduling a meeting or making a reservation. For example Google’s Duplex, released in June 2018, mimics human conversation to make restaurant reservations. As of March 2019, Duplex can book restaurant reservations in 43 states and Google is expanding to more Android and iOS devices.
People Want to Know if They’re Talking to Robots
The survey from Clutch and Ciklum, a market research firm and digital solutions company found that:
- 73% of people said that they are unlikely to trust artificial intelligence to make calls for them correctly
- 70% of people are unlikely to trust an artificial intelligence voice assistant to send emails for them correctly
- 81% of people would want the voice assistants to announce they were robots at the beginning of the call.
- 61% of people said they would be uncomfortable with talking to an AI-powered voice assistant unknowingly
As of now, people aren’t comfortable with using AI-powered voice assistants like Duplex, especially if they don’t know they’re speaking to a robot.
How Vocal Mimicry Can Lead to Vishing
Consumers also reported a fear of scams using vocal mimicry. Advanced artificial intelligence voice assistants can mimic a person’s voice to scam them for information like bank PINs. Vishing, a combination of the words “phishing” and “voice”, can also be used over email to steal information. However, as A.I-powered voice assistants become more common, people may become more comfortable with their capabilities. Rajat Mukherjee, co-founder and chief technology officer of voice platform company Aiqudo, said,
“Over time, as people get more comfortable … and [AI technology] becomes more reliable, then the pre-announcement of ‘I’m your digital assistant’ versus ‘I’m a real human being’ will become less of a need, in my opinion.”
Facebook is Making its Own Voice Assistant
Like its competitors Amazon and Google, Facebook is making its own voice assistant, according to anonymous sources speaking with CNBC. The team is currently speaking to smart speaker supply chain vendors, but it isn’t clear how they’re planning on using the voice assistant as of now.
Unfortunately for Facebook, most consumers do not trust them with their personal data, according to a recent survey from ExpressVPN. Instead, Amazon Alexa is the most trusted voice assistant with Google Assistant coming in second. Facebook only received 11% of the votes, with 38% of the survey’s respondents reporting that they feared Facebook listens to their conversations. Given the major privacy concerns around Facebook, it remains to be seen how their voice assistant will be regarded by the public.