Sitting at her desk in New York, a journalist dialled a toll-free number, 1-800-242-8478, with a mix of curiosity and nervousness. After a brief disclaimer, the phone rang, and a cheerful woman answered. What unfolded left her amazed.

This wasn’t a typical customer service line. The voice on the other end seemed capable of discussing a wide array of topics—from sharing a recipe for chocolate chip cookies to recounting key events of the American Civil War. The caller had reached 1-800-ChatGPT, OpenAI’s latest innovation bringing its artificial intelligence chatbot into the realm of voice communication.

1-800-ChatGPT: Game-changing AI on the line

Ten days ago, OpenAI, creators of the widely popular ChatGPT, launched a voice-based AI service in the United States. Designed for users without the app or those less tech-savvy, this service allows anyone to call a toll-free number and converse with an AI chatbot that sounds remarkably human.

The initiative, OpenAI says, is part of its mission to make AI accessible to everyone, even those without high-speed internet. However, there are limitations: while the toll-free number is available to all, the service is free for only 15 minutes per phone number each month. Outside the U.S., OpenAI has introduced a text-based service via WhatsApp using the same number.

OpenAI’s Chief Product Officer Kevin Weil revealed that the project was developed within weeks. “These features are critical to expanding AI’s reach and introducing it to people who may not have access to traditional digital platforms,” he explained.

A walk down memory lane: Google’s Voice AI

While the concept feels revolutionary, it isn’t entirely new. Back in 2007, Google launched GOOG-411, a voice-driven local search feature that offered speech-recognition-based business directory searches. The service, however, was discontinued in 2010 without explanation.

OpenAI’s voice-based AI may appear similar, but its conversational capabilities go far beyond directory assistance, bringing a more human-like interaction to the table.

Privacy concerns and ethical questions

While the innovation excites many, it also raises serious concerns. Critics and users alike have posed critical questions:

• Are calls being recorded?
• Could user voices be used to train AI or, worse, replicated in case of a data leak?
• How might this technology affect human emotions and relationships?

Questions about emotional attachment and dependency on human-sounding AI are also drawing attention. Some fear the potential consequences for those battling loneliness or seeking companionship.

In response to privacy concerns, OpenAI directs users to its privacy policy and terms of use. Before initiating a call, users must agree to these terms, including a disclaimer that data may be reviewed for safety purposes.

OpenAI’s corporate transformation sparks debate

In a separate development, OpenAI announced plans to transition from a capped for-profit enterprise to a Public Benefit Corporation (PBC). This restructuring aims to balance shareholder interests with public benefits while enabling the company to secure funding on conventional terms.

However, the move has drawn criticism, including from Tesla CEO Elon Musk, who reportedly filed a legal challenge to prevent the transition. OpenAI originally launched as a nonprofit in 2015 before adopting its current capped-profit model.

Despite the hurdles, OpenAI believes the restructuring is essential for continued innovation in the rapidly evolving AI space.

A new era for AI communication?

The launch of 1-800-ChatGPT and OpenAI’s corporate transformation highlight a pivotal moment in the integration of AI into everyday life. Whether this innovation becomes a game-changer or a source of ethical debate remains to be seen. For now, the idea of having answers—or even a conversation—just a phone call away is as intriguing as it is groundbreaking.