The Ledger
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McDermott: AI can automate 80-100% of text support, but voice is unready
“If it's an easy landscape and we can cover the API estate with what we have, you could really get to 80 or a hundred percent depending on where you want to go. So as of today, it's all there. I think voice isn't quite there, and that's it.”
McDermott: Direct-Answer Search Is Now Table Stakes in Customer Support
“Users who spend, you know, probably two human generations learning to type into a box and process 10 blue links have suddenly pivoted, and they just want the answer and the results, and I think that's table stakes for customer support at this point.”