By Madhusudan Mathihalli, CTO and co-founder of Passage AI
“Hello, may I help you?” says the voice at the other end of the 800 number you’ve dialed to ask a question about a recent order that was delivered incorrectly. First, you sigh in relief that you weren’t routed overseas and that the connection is clear and stable. Then, if you’re like most of us, you assume you’re speaking to another person.