This is going to be a very big deal. Or forgettable.
I am not sure which.
I had a conversation with a NYT reporter about this today. (Story here, but I was not quoted). It made me think. First off, this product was not launched by Eric, Sergey, or Larry. So who knows if this is a Big Deal Inside Google, or Pasta Against the Walls?
You all know how much I love the idea of the Conversation Economy. It’s where my nose is taking me these days. So the concept of Google boiling the vast Oceania Vox is very, very compelling.
But then again….I find it hard to trust Google is really serious about this market.
For example, how many real live customer service reps does the company plan to have tasked to this product? That, to me, is a Very Important Question.
It’s the essential human question that drives Google. I bring it up all the time. Community. Media. People. How do you make people scale?! How does Google, a company driven by algorithms and scale, find its Voice?
It can’t be all algorithms. Things that Work Perfectly Because You Get How To Make It Work Even If Your Non Technical Pals Can’t don’t scale. Things that Really Do Work Without Customer Service can (this is Google search, or Amazon, or….etc.).
I just wonder if Google Voice is one of those disruptors. If it’s effortless, if it works without having to call someone to help me make it work, well, it’s a huge, huge hit. But this is telecommunications. I have a hunch it’s harder than that.
I for one very much want it to work. I love the idea of Google Voice.
I just wonder about the execution.