Bates: Conversational AI interfaces are currently in their MS-DOS moment
Tony Bates · Is The Future Customer Experience AI Talking To AI? — With Tony Bates · Sep 11, 2026 · at 16:59
Genesys CEO Tony Bates discusses why text and voice chatbot interfaces are primitive developer-centric designs that must evolve into multimodal, fluid experiences.
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“I feel like on the user interface side of where we are we're kind of in our MS-DOS moment right now. We haven't had our Windows moment, and I don't think that it's necessarily going to be a Windows interface, but typing into a chatbot or talking into a chatbot, which is fundamentally where we are today, is pretty rudimentary.”
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