Thanks Jerry for this article. I think that one thing that is missing is how we develop conversations — real conversations — not just a question-answer — IVR experience. When people think about voice solutions their expectation is very low (people are mostly frustrated about those solutions — and for a good reason). What do you think about that?
(* proper disclosure — we just launched a conversational platform which is leveraging ML to build and improve conversations based on real time needs and data)