The ‘black box’ needs to be less opaque so customers know that they are being treated fairly whether they interact with a person or a machine.

The application of artificial intelligence is providing businesses with opportunities to improve sales and customer interaction, especially through voice analysis. 

However, this new technology is raising questions concerning customer protection and biases. Artificial intelligence is still a fast-evolving technology, making it vital that businesses are aware of how AI systems work, the risk of existing bias, and how to adhere to regulatory guidance. 

Nevertheless, AI voice profiling and analysis holds significant promise, providing businesses with countless benefits through systems such as customer profiling and analysis.

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