Everyone knows that AI is taking the world by storm and transforming customer experience across restaurants, retail, self-service, and more; a subset of that technology is arguably the fastest-growing element in the new business landscape: voice AI.
Voice AI, including applications to allow humans to speak directly with computer systems and AI-powered customer service avatars, has seen incredible investment from major tech firms and startups alike, with deployments expanding across drive thru order systems, customer service call centers, and more.
The rapidity of tech evolution in generative AI, voice AI, and other powerful technologies is the subject of a dedicated panel discussion at this year's Self-Service Innovation Summit, hosted by in on .
Entitled " Thought Leader Roundtable: Executive Predictions," the session features business and technology leaders in discussion about the latest emerging applications of the technology. Panelists include:
Reinfeld joined me for an email interview to discuss the often baffling array of new technologies facing operators, and he shared insights into some of the ways the panel aims to demystify tech and provide practical strategy insights for attendees at this year's event.
Q&A with , director of sales operations and customers success at
Q: What is the biggest change you've seen this year in the business, particularly as AI reshapes technology?
Reinfeld: Generally, across the board businesses are now prioritizing AI. works across a range of industries, from restaurants and hospitality to healthcare and banking, providing conversational AI agents that support both consumers and employees. One major shift we've seen which is predictive, is that businesses that used to come to us with their innovation budgets are now coming to us with their core IT budgets. For many, AI is now a mandate. Moreover, where we used to approach new customers, now they're coming to us. They recognize that they need to use conversational AI to keep up with competition and rising consumer expectations, and their priority is finding a great partner -- and that's what we specialize in.
Q: What is your biggest prediction for the coming year?
Reinfeld: Voice will emerge as the preferred interface for customer interactions. Thanks partly to advancements in generative AI, voice AI has reached a point where customers can speak naturally to an AI agent, just as they would to another person. This level of consistency, speed, and efficiency appeals to end users who, most of the time, just want to get information or complete a transaction quickly.
As upcoming generations usually favor solutions driven by the latest tech, more consumers will naturally come to prefer interacting with AI agents over humans. Voice and conversational AI will continue to expand across channels - from phones and kiosks to mobile apps - and transform the way we interact.
Q: What should operators be doing to prepare for a rapidly changing industry?
Reinfeld: Operators should identify pain points and evaluate where technology can improve their operations. Do you have challenges with employee training and retention? Tools like Employee Assist provides on-demand support and training, helping staff manage their tasks more effectively simply by asking questions into a headset or tablet. This reduces the strain on employees and managers who might otherwise be overstretched, multitasking, or handling calls. Are there problems managing the speed of service and overall customer experience? Voice AI can support businesses across industry by answering critical questions quickly and accurately, scheduling appointments seamlessly, processing orders across drive-thrus, phones, and kiosks, and more. Are employees struggling to upsell? AI supports consistent upselling and promotions, contributing to higher revenue. By addressing these areas, operators can position themselves for success in an evolving landscape.
Q: What is the biggest mistake to avoid in this time?
Reinfeld: Getting left behind. Businesses that hesitate may lose out to the competition as the industry increasingly adopts AI-driven solutions. At the same time, rushing into adoption without proper evaluation, or assuming you need to overhaul your entire business at once, can be just as risky. Begin with an assessment of your goals and prioritize small, targeted AI projects that deliver measurable outcomes.
AI is unique among new technologies because businesses often start by searching for problems it can solve, rather than applying it to predefined challenges. It doesn't need to be a massive commitment right away. Look for opportunities to "crawl, walk, and then run" by solving specific challenges that deliver immediate value. To avoid missteps, it is crucial to understand the needs of your business and identify where AI can truly enhance operations and support your employees - rather than just adopting technology solely for the hype.
Q: What is your biggest message to operators on leveraging this moment for success?
Reinfeld: As with any burgeoning movement, AI comes with plenty of hype, making it challenging to separate the best from the bogus. AI integration is not just a case of wiring up the technology and walking away. Successful adoption requires a careful consideration of the right technology vendor and building a dynamic, collaborative partnership.
Your AI strategy should prioritize a strong partnership with an expert vendor and a feedback loop that ensures your needs are being met. Look for companies with deep, vertical-specific expertise that can provide live demos of their solutions in action, and that own their tech stack end-to-end. Be cautious of companies that take shortcuts, such as patching in humans or relying solely on large language models like ChatGPT without the proper guardrails. These approaches can lead to AI hallucinations, misinformation and potential operational issues.
The right AI solution will grow with your business, delivering more value over time and keeping you ahead of the curve. Vendors that support multiple channels seamlessly can prevent disjointed experiences as your business's AI needs grow. While adopting AI may take time, the long-term benefits make it a worthwhile investment.
