Conversational AI and Digital Experience
About this episode
Jason Fields, Chief Strategy Officer at Voicify, joins Dave Cowing to draw a sharp line between domain-specific conversational AI and general-purpose tools like ChatGPT, and why enterprises can't simply hand the latter directly to customers. Fields shares real use cases spanning hands-free surgical theaters, voice-enabled radio apps, and warehouse safety, then connects those cases to financial services, where voice can ease labor shortages, extend accessibility, and support 24/7 customer expectations. He offers a memorable way to get started: write a 'job description' for your voice assistant so its scope, and everyone's expectations of it, stay realistic.
In this conversation we dig into what’s actually working, where teams get stuck, and the practical moves leaders can make right now — a candid look at the strategy, the trade-offs, and the human side of building great financial services experiences.
In this episode
- 01:58 Why ChatGPT isn't ready for your customers
- 05:05 A voice assistant in the operating room
- 10:32 The 29 million people voice can reach
- 13:03 Building a moat with your ears
- 15:53 Write a job description for your AI
